The player from Russia reported that the casino could not return his deposit despite multiple email attempts. He used a VPN to access the website, which was against the casino's terms and conditions. Consequently, his account was blocked, and his bets were canceled. We verified that using a VPN was prohibited by the casino, and therefore, we could not assist further. The decision to refund the deposit was at the casino's discretion.
Nabcasino - Player’s deposit has not been returned.
Amount: 90 ₮
Nabcasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
Translation
I have been emailing them, but they can't return my deposit. This is a scam!
Automatic translation:
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3 months ago
Dear GODENKOR,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please provide more details regarding your request for the return of your deposit?
Have you used your deposit to play?
Could you kindly specify if you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
I used my deposit of 90usdt, during the KYC process they realized that I was from Russia and decided not to pay me the funds, their answer was this:
It looks like you registered your account in a restricted country and are using a VPN to access the website. This is against our terms and conditions. Therefore, all your bets will be canceled and your account will be blocked. You will need to send an email to support@nabcasino.com , providing your wallet hash so that your deposit can be returned to you. An administration fee may be deducted from your deposit.
They said I could complain anywhere, after the blocking I wrote to them by email with the wallet address, but I still didn’t receive any payments, and there was no answer in the mail.
Automatic translation:
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3 months ago
I have checked the casino's Terms and Conditions and I found this:
Fraudulent Activity
Once New Age N.V. notices any fraudulent, unlawful, dishonest, or improper activity (including using a VPN, proxy, or similar service that masks or manipulates the identification of your real location, or making bets, wagers, or poker plays through a third party or on behalf of a third party) on the website, we are eligible to block the user’s account, forfeiting all account balances without prior notification.
The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using VPN to hide that they’re accessing the casino’s website from a restricted jurisdiction.
Since the use of a VPN is forbidden by the casino, I'm afraid we won't be able to assist you. The decision to refund your deposit is entirely up to the casino's goodwill, and we do not investigate their decision further.
Best regards
Veronika
