The player from Germany deposited 50 euros at UcoBet Casino, increased his balance to 270 euros, and attempted to withdraw. However, the casino suspended his account, citing a prohibition on German players, despite him being able to register and access the site without issues. He has sent numerous emails without a response and seeks intervention to recover his deposit.
UcoBet Casino - Player’s account has been closed without reason.
Amount: €50
UcoBet Casino
Safety Index:Fresh casinoSafety Index
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6.8
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Case opened
Current status
Waiting for Casino Guru to reply
3d 20h 9m 11s
Case summary
3 days ago
Public
Public
3 days ago
Translation
In the forum, I was told that because the casino wasn't listed here, I should choose another one, so I did. My complaint is against the casino UCO.BET https://uco.bet/
Hello,
I deposited 50 euros at UCO.BET casino, managed to increase my deposit to 270 euros, and wanted to withdraw the money. Then the verification process started. I uploaded all the necessary documents, and the casino subsequently suspended my account and informed me that according to their terms and conditions, it is forbidden for German players to play at their casino. They neither block the IP address access nor do anything else. As a German, I can access the casino site without issue and register. The casino even translates the site into German, and I indicated during registration that I am from Germany. This was no problem at all. This is clearly fraud, as players from prohibited countries are invited to play, and in the end, they keep their winnings and deposits, and deceive them.
The live support assured me of my refund. I have already sent 500 emails to the casino and received no response. I do not know what to do anymore, and I am asking you to intervene and help me retrieve my deposit.
Automatic translation:
Public
Public
3 days ago
Dear Kevbo1337,
Thank you very much for submitting your complaint.
I’m sorry to hear about the difficulties you’ve experienced with UcoBet Casino. To better understand your situation and assist you effectively, could you please provide us with additional details?
- Could you confirm the exact date when you registered and made the deposit at UcoBet?
- Did you receive any terms and conditions or messages during the registration or deposit process mentioning restrictions for German players?
- Do you have a record of the live chat conversation where they assured you of a refund? If yes, please forward it to us.
- Could you provide any specific emails or responses from UcoBet that you’ve received regarding your account suspension or refund status?
Please feel free to forward any relevant communication, screenshots, or documentation to petronela.k@casino.guru. This information will be crucial for us to address the matter with the casino and mediate effectively on your behalf.
It’s essential to emphasize that when I attempted to register at the casino, there was no IP block in place for German players, and Germany was an available option in the registration form. This detail will be critical for us to present your case effectively.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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