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?

I forward all to you thank you

I deposited got the bonus played I registerd from my own country.

Thank you for your reply, phimon. Before we proceed, could you please get back to my initial message and provide the required information?

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

There ihas been no contact.

I withdraw my deposit but I think it's not fair what the casino is doing also against policy entrapment!

Please note that these were the questions in my initial message:

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. 

Hello,

To answer your questions:

Could you please clarify which bonus you activated? If possible, please post a link or promo code you used to activate the bonus.

*it was the welcome bonus, I cannot post any link or make screenshot as the casino SLOTS4ME changed now into Kaiserino and this site looks completely different.

Did you redeem any bonuses in the past? If you did, when was the last time you played with the bonus?

*I played the first time on this casino website the 14th of April with the welcome bonus and was able to win.

Thank you very much, phimon, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear phimon,

I am so sorry to hear your winnings were confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Kaiserino Casino representative to join this conversation and participate in resolving this complaint.

Dear Kaiserino Casino,

Casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out the winnings to the player.

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello phimon,

I have contacted the casino representative outside of the complaint thread one more time and will extend the timer by an additional seven days. Let's hope we get the response from the casino.

Your patience is much appreciated.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru