Kaiserino Casino - Player’s winnings confiscated due to country restriction.

Hello

I always enjoyed playing at Slots4me good casino. Only now they void my winnings cause of my country. Not fair for me.

I play I get a deposit bonus I win 2300 dollar i play some more I cash out a little bit.

They void my winning.

" Since you have claimed our Welcome Deposit bonus, certain bonus terms apply, more specifically clause 1.10:

Players from certain countries are not entitled to receive any No Deposit Bonuses or bonuses from Welcome Package: Armenia, Azerbaijan, Bangladesh, Belarus, Bosnia & Herzegovina, Brazil, Bulgaria, China, Croatia, Dominican Republic, Georgia, Kazakhstan, Kyrgyzstan, Macau, Malaysia, Mauritius, Mexico, Moldova, Montenegro, North Macedonia, Peru, Poland, Romania, Russia, Serbia, Tajikistan, Thailand, Tunisia, Turkmenistan, Ukraine, Uzbekistan. We reserve the right to limit players from other jurisdictions from being eligible for any type of bonus at our sole discretion. 

Since we noticed that you are currently residing within Thailand, you are unfortunately not eligible to participate with this promotion."

Not fair for me support was really nice let me play and deposit only after I win they void my winnings!! What if I lost would they return my deposit and be fair? I don't know it seems like a good casino.

Don't know what policy but they shouldn't give me any bonus.

Dear phimon,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to claim bonuses as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to activate the bonus and play, they should pay out their winnings as well.

We share more details about our point of view in the Fair Gambling Codex.

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify which bonus you activated? If possible, please post a link or promo code you used to activate the bonus.
• Did you redeem any bonuses in the past? If you did, when was the last time you played with the bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Dear phimon,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of phimon. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please let us know if there has been some news since our last contact?