TiViT Casino - Player’s account has been blocked and withdrawals declined.

Tivitbet has informed that i was registred from a restricted country and therefore they have blocked my account immediately. They also tell me that they cannot process withdrawal or refunds when creating account from restricted country.

During registration it was possible to chose Denmark +45 in phone number and also create account from danish IP. If they say all countries in the european union is restricted, they should not allow to chose account information for those countries and also not allowed account creation from those.

My claim is therefore that the casino should refund deposits made in the casino, because it was the casino decision to block me due to country restricted, and the casino admit that they are not going to process any withdrawals due to restricted country, and the casino had no geo-block and allowed danish customer information during registration.

I have also attached screenshot from the livechat when i contacted the casino about this, they informed me to wrote email to a gmail account, and i would get reply within 24 hours. But i tried sending email to them, but i never received any reply.

Dear qwrath,

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 specify what the balance in your account was when the casino blocked your account?

Did you deposit and play with the deposited money, or was your account blocked immediately after the deposit was credited to your account?

Could you kindly advise if you passed the KYC verification?

Did you use any VPN or IP-masking software to access the casino website?

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

Hi Veronika,

I do not use vpn or anything to change IP. The website was accesed from Denmark and account created with Danish customer information.

I did deposit and play the balance. Then the casino decided to block my account the day after and inform me that withdrawals or refunds will not be processed due to country restrictions.

I can see that other Curacao casinos where Denmark is restricted have geo-block so when clicking on create account it tells that my country is not allowed, and it is not possible to chose Danish account information. So I think Tivit Casino should have that function, to avoid accepting players that they afterwards block due to country restrictions, since it is their decision to block my account and tell me that withdrawals will not be processed, therefore if any winnings were to happen, they admit that these would also not be paid.

The casino never asked for KYC.

I also find it strange that the email verification mail came with ChillBet, I don't know that casino, but from a Tivitbet email address as sender, so seems like they are connected.

Thank you for the information. I understand your dissatisfaction, and we agree that ideally, customers living in restricted jurisdictions should have their access to the casino blocked using geo-blocking software. However, this is not always the case.

In instances like these, we investigate only when players register at the casino using their correct personal information, deposit money, win, and the casino refuses to pay them out based on the fact that they reside in a restricted country.

However, if the casino allowed you to register and play, and you lost your deposited balance through regular gambling, we are unable to ask the casino to refund your lost deposits.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.