Pokerdom Casino - Player’s country has become restricted.

I played at this site and the terms are in Russian. I looked at their page and my country was not banned that I could see because I used the translation app. I played and won and verified my account. I made a withdrawal and then they paid. Later I played again and won a much bigger amount. They suddenly say that my country was banned!

Dear Benjamin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions, and this is what I found https://pokerdom.com/en/page/terms:

„By registering at Pokerdom.com, the player confirms that he is not a resident of the United States, Spain, France, Latvia, Estonia, the Netherlands, Germany, Turkey, Israel, Italy, Switzerland, Ukraine, the temporarily occupied territories of Donetsk and Lugansk regions of Ukraine, as well as the Crimean peninsula , Great Britain, Singapore, Denmark, Portugal, Hungary, Taiwan, Hong Kong, Macau, Czech Republic, Australia, Slovakia, Belgium and any of the territories legally associated with the above countries. The list of such countries is subject to change by Pokerdom.com without prior notice."

Could you please confirm that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. I would like to emphasize that "It is not acceptable to let players gamble if a casino knows that they are from a restricted country" (please check our Fair Gambling Codes for further information https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries).

Lastly, please advise how long ago have you been paid your winnings in the past? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hi I confirm that I did not use any VPN when I opened my account. I was last paid on June 3, 2020. Thank you!

Thank you very much Benjamin for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Benjamin, 

I’m sorry to hear about your negative experience with the casino. Could you send me the communication with the casino, please? Could you also send me your last withdrawal confirmation? You can forward it here: yuliia.k@guruadmins.com

Thank you in advance for your reply. 

Hello I have forwarded everything.

Hello Benjamin, 

Thank you for the quick reply via e-mail.

Dear Pokerdom Casino, can you give us some statement regarding player’s situation, please? Player's deposits and withdrawals were processed before without problems so what's changed since his last withdrawal? Thank you in advance.

Is there any reply from the casino?

Hello Benjamin,

I tried to contact the casino repeatedly, I will try again and I hope I will be successful.

We would like to ask the Pokerdom 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 affect its rating.

Hello! Could you tell me your login on Pokerdom?

Hello Benjamin,

I received information from the casino that your winnings will be paid and then your account will be closed. Please, update us when funds are received.

Thank you in advance for the reply.

Dear Benjamin,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.