Sherbet Casino - Player’s account has been locked.

so they asked me for kyc which i gave them and they still locked my account not giving me my funds 1.1k and just ignoring my messages they have my id they have my adress everything what they needed . i told them before im from usa becouse i used vpn to play in stake.us so i forgot to switch it off since i was thinking i can get in trouble and now they use it against me im from latvia/finland where i can play the casino. be aware that if you gonna gamble there and win something you will not get your money. i will try to add pictures from all our conversations asswel but they simply just ignored me now.even people who promoted them dropped them and called them a scam. be very carefull once i try to solve the problem or go in theyr discord they will simply ban you from it.

Dear gunarsa,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Sherbet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm if you passed the KYC verification?

Could you kindly specify if you used all your correct personal details when registering in the casino?

When exactly did you claim that you were from the USA?

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

Hey Veronika on theyr site the verification buttom they took it off for me and sayd i need to do it manualy the thing wasnt working they asked my id and all documents in chat in sherbet.com live chat i gave them all my documents .

Yes i used all my details what they are telling is nonsense.

not sure about date but i did when after i won becouse i had vpn on when im from usa and i didnt know its restricted so i was thinking ohh well i messed up and ill come back in a couple days from my real ip and problem will be gone.

also the device what they claiming i switched was simply to get my id and selfie becouse i couldnt do it from my pc...

at this point i dont even care about the account i just want my funds what is on the account and thats it

i wanna see what they say i contacted coffe zilla asswel but i need the statement

Thank you very much, gunarsa, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 gunarsa,

I'm Michal and I have taken over your complaint. I have reviewed this case, and as you confirmed that you have used a VPN to access the casino website, I'm afraid there is not much that can be done as Sherbet Casino has this mentioned in its T&Cs

5. Your Warranties

You are accessing Sherbet.com from a jurisdiction in which it is legal to do so

You will not use our services while located in any jurisdiction that prohibits the placing and/or accepting of bets online and/or playing casino and/or live games

11. Prohibited Uses

The attempt to manipulate your real location through the use of VPN, proxy, or similar services or the provision of incorrect or misleading information about your place of residence, with the intent to circumvent geo-blocking or jurisdiction restrictions, constitutes a breach of Clause 5 of this policy

I will contact Sherbet Casino to provide us with evidence of this, but as mentioned, I'm afraid there is not much that can be done if there is a clear breach of the casino's T&Cs.

We would like to invite Sherbet Casino to join the conversation

Dear Sherbet Casino,

Can you please provide more information about the situation and forward me evidence of the breaches to michal.k@casino.guru?

the thing is i didnt use vpn i play from finland and i have finish and Latvian documents i used vpn for other site you didnt understand then something right! i can play sherbet in my country!

i told them in live chat before that im from usa since i forgot to put out vpn 1 time after playng stake.us i never used vpn for sherbet ever again becouse its legal in my country!

i want when they show you proof or give me my money. show any proof when i submit some id who is not legal country documents where u cant play or anything like that. dont just type emty messages i dont care about some rules ,show me where i broke any rule! i want my money!

Dear Casino Guru Community,

We want to address the ongoing discussion concerning a withdrawal request from the player Marvyyy on our platform. Our detailed investigation revealed that the account was initially registered from a location that is not supported by our services. When the player attempted to withdraw, we initiated our standard Know Your Customer (KYC) process, as is customary for such transactions. During this process, the player disclosed being in the United States, a region from which we cannot accept players due to regulatory constraints. This admission directly breaches our terms of service and regulatory compliance obligations.

Further actions taken on the account raised additional security concerns. Notably, a streamer contacted us seeking assistance with the same account's withdrawal, purporting to help a 'friend'. This unusual approach to a sensitive process, such as a withdrawal request, raised additional red flags about the legitimacy of the activities on the account.

Given these factors, our decision to withhold the withdrawal strictly follows our policies regarding account security and regulatory compliance. Such decisions are made with the utmost seriousness to ensure the integrity and fairness of our gaming environment.

We understand the importance of transparency in such matters and are committed to maintaining a secure and responsible gaming experience. We are more than willing to discuss this further should there be any questions or concerns.

Thank you for your understanding and continued support.

Sincerely,

Sherbet Customer Support Team

since now i only will trust stake.us and com if sherbet after that what they sayd is not a scamm then what it is? read twice what they sayd its a total joke .

and none of what they sayd is true

Dear gunarsa,

A quick update for you: I'm still in the process of acquiring additional details from the Sherbet Casino Team to gain a comprehensive understanding of the situation.

Am I correct in understanding that you created your casino account without using a VPN from your country of residence, Finland? Have you entered your address details in Finland within your casino account information?

Hello i didnt put any information in adress i give them my finish adress where i actually live (based in Finland) and no i never used vpn when i create account everything i do is legit maybe they misunderstood something becouse of my english skills but they bassically scammed me they told me to contact them in email and all but they simply ignore every single message from me

Thank you for your email and for providing evidence, Sherbet Casino Team.

Dear gunarsa,

After gathering all the necessary information and evidence, we are closing this complaint as unjustified due to breaching the casino's terms and conditions:

11. Prohibited Uses

The attempt to manipulate your real location through the use of VPN, proxy, or similar services or the provision of incorrect or misleading information about your place of residence, with the intent to circumvent geo-blocking or jurisdiction restrictions, constitutes a breach of Clause 5 of this policy

You even reached out to casino support and informed them that you were in a restricted area. The casino acted in accordance with its terms and conditions, and we accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we try our best to help.

Best regards,

Michal

Casino.Guru