Bit4Win Casino - Аккаунт игрока был закрыт.

I deposited with bonus, wagered bonus ( met all wagering requrement). I made withdrawal request.But then they said that, because i am from Russian Federation thay will not give me my money. In their terms and conditions there is no rule that player from Russia can't play or get bonuses. I have all screenshot (attached)

Hello Kindaru,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bit4Win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When did your register into the casino and how much did you deposit there? Is your account currently still active? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, they have not asked me for verification. I registered on 9 June. I made 3 deposits (66 usdt in total). My account is still active, but they ask me to withdraw my deposit amount, and then it will permanently closed. The last time I spoke with them was yesterday (12.06.2023). And they told me what I wrote you above.

Hello Kindaru,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru before we would try to get in touch with them?

I have sent all info. Check it pls.

Hello Kindaru,

I've checked the forwarded e-mails but I could not find anywhere mentioned that you can't withdrawal from the casino. Do you have any communication regarding this saved?

I do not have it. My balance was deducted for amount of 1691. So I can’t withdraw them. So pls invite the casino representative.

Have you checked that Russia is not blacklisted?

Thank you Kindaru for all the information provided so far. I've also checked the casino terms and could not find any reference that your country would be restricted. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Kindaru,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bit4Win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bit4Win Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

Do I understand correctly that Russian players are restricted from the casino (although it is not stated anywhere on the casino website) but access is not blocked, so the player was allowed to register and play in the casino and was even informed by a customer support representative that the casino is OK with VPN use, but then the casino confiscated the complainant's winnings? If any portion of the player's winnings was confiscated, how much it was, please? Is the disputed amount of USD 1,691 correct?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, Bronislav. A have noticed that live chat window has disappeared on the their web page. It is very suspicious as it is impossible to contact them now.

Dear Kindaru,

Thank you for reaching out to us with your concerns. We appreciate your feedback and apologize for any inconvenience you have experienced.

We regret to inform you that access to our game from Russian IP addresses is currently restricted. This decision has been made due to a variety of factors, including regional licensing agreements, compliance with local regulations, and other considerations. As a result, players attempting to connect to our game from Russia will encounter a block preventing access.

We understand that this restriction may be disappointing, and we apologize for any frustration it may cause. Please note that this decision is not a reflection of our commitment to serving our players worldwide, but rather a necessary step to comply with legal requirements and ensure a safe and compliant gaming environment.

Thank you for your patience and cooperation.

Branislav & Nick,

Thank you for bringing player concerns to our attention. At present, we have implemented restrictions on Russian IP addresses in order to comply with certain legal and regulatory requirements. Any Russian IP is blocked. These restrictions are in place for various reasons, including regional licensing agreements, local laws, and other considerations. Therefore, we regret to inform you that accessing our game from Russia is not currently possible. 

We apologize for any inconvenience this may cause, but we kindly request your understanding in this matter. We strive to provide a fair and enjoyable gaming experience for all our players while adhering to the regulations and guidelines set forth by relevant authorities.

If you have any further questions or concerns, please do not hesitate to contact our customer support team. They will be more than happy to assist you with any other inquiries you may have.

Thank you for your understanding and continued support. 

Sincerely,

Tom

This screenshot was made on June 28. And they say that they are blocking access from Russia ip. But I used Kazakhstan vpn. And you are vpn friendly. This ip in some place detected as Russia ip, but it is Kazakh ip. Even your system have not blocked access for me, because it is not Russian ip.

Thank you both for your replies, and I am sorry for the delay.

Dear Tom and Bit4Win Casino,

Does the casino accept using VPN?

It seems like the casino's CS informs players it is alright to use VPN as well as to play from Russia.

Even if the casino changed its rules, for any reason, players should have been somehow informed about such a change. Or, they should have been provided with the option to withdraw their balances before their accounts will be blocked/closed. Did anything like this happen?

If the player was allowed to play, the casino should be also able to pay his winnings. What should be the reason for winnings confiscation?

Would the casino be able to make a manual withdrawal? If yes, what needs to be done on the player's side to withdraw the disputed funds?

Players can use VPN for their safety. It is not allowed to use VPN to bypass restricted regions. We don't accept players from Russia and if we find out the players is from Russia his account will be immediately closed. We will not give support or deal with open cases from Russian players.

Dear Bit4win Casino. Your support many times said that it is ok to play from Russia. Moreover, Russia is not blacklisted in your T&C. Your support tried to persuade me that it is forbidden to play in Casino in Russia and made me screenshot from forum. If your support does’not know Russia laws and rules, why he even open his mouth?

Dear Bit4Win Casino team,

When exactly did the casino stop accepting Russian players, please? Were Russian players allowed to play in the casino at the time the player registered and accumulated his disputed winnings?

Can you provide me with the player's game logs and transaction history?

Is the restriction for Russian players stated anywhere on the casino website? If yes, where could I find it?

Why does the casino's CS inform players that VPN and playing from Russia are allowed? If a player uses VPN (which is likely allowed in Bit4Win Casino), the casino CS also confirms it, and in case it is not stated anywhere on the casino website - how can a player find out that they are not allowed to register and play from Russia, please?

The information on the screenshot of the live chat conversation was provided by the casino CS more than 2 weeks after the issue arose and this complaint was made.

Also, I am afraid my questions above have not been answered, so I would like to repeat them once again.

"Does the casino accept using VPN?

Even if the casino changed its rules, for any reason, players should have been somehow informed about such a change. Or, they should have been provided with the option to withdraw their balances before their accounts will be blocked/closed. Did anything like this happen?

If the player was allowed to play, the casino should be also able to pay his winnings. What should be the reason for winnings confiscation?

Would the casino be able to make a manual withdrawal? If yes, what needs to be done on the player's side to withdraw the disputed funds?"

It is possible to share the details directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Looking forward to hearing from you.

We would like to ask the 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 negatively affect its rating.

Dear Kindaru,

To sum up all the gathered information (as nothing else has been proven by the casino):

• The casino apparently accepts players from Russia
• Although the casino claims that Russian players are not accepted, there is no information about it anywhere on the casino website, or at least we were not able to find it
• Despite the fact they allegedly do not accept players from your country of residence, they accept VPN use, and also the casino's customer support informs players that it is alright to play in this way, it is allowed for such players to access the website, register, deposit, and play, but not to withdraw any winnings
• In the meantime, I even tried to register using Russian IP (VPN) - successfully, without problems
• It is clearly described in our Fair Gambling Codex (possible to read more HERE) - however, our section dedicated to restricted countries explains situations when online casinos use unenforced restrictions against players, but this casino even does not have it stated in their terms and conditions
• Based on the provided information and details, we really do not see a justified reason to confiscate your winnings, and we consider such action strongly against fair gambling and a safe gaming environment conditions

Unfortunately, since our attitude is clear and we have not received any further response or relevant information from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case of any questions, please contact me at branislav.b@casino.guru.

The casino can reopen this complaint anytime, and I believe the casino will use this option in the near future.

Best regards,

Branislav, Casino.Guru