Limitless Casino - Player’s withdrawal request ignored after using VPN.

I am member at other casino in the same group of casinos , I have a verified account at Firefox casino and I have an account at Casino Brango and Yabby Casino. The live chat mentioned frequently that if you have access issue to the website to use VPN. I had an issue to access Limitless from Thailand and I had to use VPN . The VPN was of USA IP and automatically without me choosing the country that was chosen was USA, the deposit was made without even asking my address in Thailand, after I won $1500 they said that for a cashout process I must submit my address . I did so but the system didn't let me change the country and I asked them to do so but they refused.

I explained them I had to use VPN according to their advice and they said ok - send us a bill from past 3 months.

I sent the proof of address but they ignore my emails.

I sent it to documents@limitlesscasino.com

I kindly ask for help in order to be paid the $1500 I won.

I played by the rules of the bonus and by the rules of the casino to use VPN in case of access issues.

The information I submitted was correct and the system forced the country and it was not chosen by me, and even if I made a typo mistake of the country which is not the case - it is still not a reason to avoid paying, they should amend the country manually in their side.

Thailand is an allowed country by the terms at Limitless casino

They cheated me by telling me to send proof of address and then stopped answering.

Dear foxie6,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did your casino account have a section for specifying your country of residence? When I signed up for an account, I was only asked to provide my email address, username, password, and date of birth.

Additionally, I have checked the general terms and conditions and didn't find the USA to be listed between restricted countries (here):

Playing for real wagers is restricted in the following countries: Afghanistan, Albania, Armenia, Australia, Belarus, Bosnia and Herzegovina, Bulgaria, Costa Rica, Estonia, France, French Guyana, Guadeloupe,Iran, Iraq, Israel, Kosovo,Montenegro, Macedonia, Martinique, Mayotte Reunion, Moldova, Myanmar, Pakistan,Romania, Serbia, United Kingdom, Zimbabwe. We apologize for any inconvenience.

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Thank you . When I registered and made the deposit I was not asked to give an address city or country I was just required to give basic info like email...but not physical address.

I live in Thailand and yes USA is an allowed country to register at Limitless and also Thailand is an allowed country at Limitless.

I made those claims to the casino and then the documents department asked for a utility bill or bank statement from past 3 months or less, I sent it but they chose not to reply to the email .

I sent the bill multiple times and received an automated email that they receive the proof of address

I am sending now an email to  petronela.k@casino.guru showing the email of them requested the proof of address which they never replied

Thank you, foxie6, for your reply. Do you happen to have a record of the conversation in which the live chat recommended using a VPN when players faced difficulties accessing the casino website?

Hi, It was not a specific chat that I asked about the use of VPN.

What it was is an automated message directly when you enter the chat saying if you have issues to access the website of our casino use VPN.

I believe this automated message in chat was because they wanted to make it easier for their chat customer service worker because many people contacted them about not being able to access the site so they put this welcome automated message in the chat.

I didn't need to use VPN back then so I had no reason to take a screenshot, I could access their sister casinos from Thailand but I do remember seeing this auto message by chat anytime you try to contact the chat for something else.

I believe the casino can confirm what I said.

Thank you very much, foxie6, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello foxie6,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Limitless Casino to join the conversation and participate in the resolution of this complaint.

Dear Limitless Casino,

Can you please provide further information about the situation with the player's account?

Kind regards,

Adam

Thank you. I trust the casino to be honest and confirm the fact their live chat gave automated message as a welcome saying if you have access issues use VPN, if they won't be honest and deny it I will have to contact the community here that play the group to confirm this fact. The fact VPN was something they encourage made me to register and risk my money in Limitless, I wouldn't even think to use VPN in any casino I can't access from Thailand - that would be very foolish because you give the casino a reason not to pay.

Thanks again

Joni

If you look at this link https://microgamingspins.com/limitless-casino/ and scroll down you will see a quote from Limit Less Casino FAQ and it says it is allowed to use VPN

It may be something from the past as I can't find it now, but it support my claim that the casino offered not a problem about VPN use, I didn't make it up, thank you

Even if the casino claim they changed the rules from VPN free to no VPN , the move from day X saying use VPN as can be confirmed at Limitless from link above and the chats I mentioned to a day after saying it is not allowed, they should send an email to people warning the terms were changed but no such email arrived.

I am a member in their group of casinos Brango... long time and no email came saying VPN is not allowed anymore or an email indicating a change in their terms

Hello Adam,

Hello foxie6.

I hope you're all well.

Please note that we have reviewed the player's account and have also reached out to our Fraud & Risk Department.

As we can see, on August 23rd, our F&R Team asked the player to submit a bank statement or a utility bill, no older than 3 months, in order to confirm his living address.

As stated on our website, usage of VPN is allowed, however, it is forbidden to use it should it be confirmed that you are accessing the website from a restricted country. This is, of course, confirmed upon account verification.

At the moment, you are simply required to re-submit the necessary documents for Account Verification:

• A copy of your ID, Passport, or Driver's License;
• A Selfie (Photo of yourself) holding your ID;
• A recent Utility bill or a Bank Statement (No older than 3 months).

As soon as these documents are cleared by our F&R Team, your winnings will be available for payout.

Thank you for your understanding.

Kind Regards,

Lucas Bellingham

Limitless Casino Management

Thank you , I have already sent these documents but I am going to send it again and hopefully I can come here and confirm this issue is resolved

Hello all,

Thank you for your responses.

Dear foxie6,

Please do keep us updated on any further developments with the verification.

Kind regards,

Adam

Unfortunately they keep ignoring my emails at documents department, I only get the auto response that they received the email, the email came from documents@limitlesscasino.com

Hi,

We appreciate you contacting us and hereby confirm we have received your email. We will get in touch with you as soon as possible with the information you require.

Thank you for understanding,

Limitless Casino

Dear Limitless Casino,

Can you please provide an update on the status of the player's verification? Have all necessary documents been received?

Kind regards,

Adam

Hello Adam,

Hello foxie6,

Please note that we have reached out to our Fraud & Risk Department regarding the status of your account verification. The Team has reviewed all inboxes and it seems that your e-mails landed into the SPAM folder and have therefore been invisible to our Team.

Your documents have been immediately reviewed and we are now happy to inform you that your account has now been fully verified and re-activated.

You may log into your account now and finalize your withdrawal!

Thank you for your patience and understanding. Above all, thank you for choosing Limitless Casino and we congratulate you on your win!

Kind Regards,

Lucas Bellingham

Limitless Casino Management

Thank you very much for the update, Limitless Casino.

Dear foxie6,

Please confirm when you have made the withdrawal and the complaint can be closed as resolved.

Kind regards,

Adam

Thank you. This is great news, I have just submitted the cashout and the account is back to be open, they pay instant so I consider it as resolved thank you

unfortunately I don't know why but they didn't pay. I replied to the email asking for confirm the withdraw but again maybe it goes to their spam or I don't know why no answer to the email and no payment

It looks like even the second try to cashout failed, I don't get reply from them when I try to confirm the withdrawal

Can they remove me from their spam email list ? even live chat didn't help . live chat asked to wait but no payment

Thank you for the additional information, foxie6.

Dear Limitless Casino,

Are you able to assist with the player's payment?

Kind regards,

Adam

Hello foxie6,

We see that the e-mail has reached our end with a two-hour delay as it did go to SPAM apparently.

Please try to Re-submit your withdrawal request now and please reply to the payout confirmation email.

Should your receive no reply within 20 minutes, please contact us here again.

Thank you for your understanding.

Kind Regards,

Lucas Bellingham

Limitless Casino Management

Thank you, Limitless Casino.

Dear foxie6,

Has there been any further progress?

Kind regards,

Adam

Thank you, They paid and fast, this issue is resolved

Dear foxie6,

As the problem has now been resolved, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, foxie6, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam