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RoadHouse Reels Casino - Won't process $130 withdrawal

klopiko Kazakhstan
posted on June 12, 2018.

I ask you to help in the situation and solve the problem with the casino "RoadHouse Reels".

I played the bonus and decided to make a conclusion after checking the documents, it was difficult for me - because there is a language barrier and I exchanged all correspondence with the casino through an interpreter on the Internet, but as I understood it, the casino agreed in the beginning and demanded documents for verification, then unexpectedly for me blocked access to my account and charged me without proof of fraud (several accounts) and refused even to accept my documents for verification, and certainly did not want to make a payment.
Probably it is a casino policy - to think up reasons not to pay the players, because I have one account - [email protected], login in the casino - kaday and I did not commit any violations.

I send you screenshots of my bonus winnings, availability of real money in my account and correspondence in chat and mail.

I ask to take measures up to depriving the casino of the license for unlawful illegal actions.

< personal information removed >

posted on June 12, 2018.

Thank you for the opportunity to clear up this matter regarding RoadHouse Reels Casino.
Our records indicate that the player initially registered an account with an address showing "Russian Federation". Section 3 of our Terms and Conditions clearly indicate that Players residing in the Russian Federation (or any other restricted country/region) are not eligible to register an account, due to legal; financial transaction regulations, and commercial reasons.
The player then changed his address to "Kazakhstan" and proceeded to claim multiple free bonuses despite the restriction and our terms that notify and caution Players from restricted countries/regions specifically that if they proceed, they accept that any winnings generated from a free bonus will be made null and void.
It seems that the obvious language barrier the player admits to, in this instance resulted in key points getting lost during communication, however, both the casino and players are bound by the terms and conditions.
We regret the disappointment of the player, but trust that this has been clarified to satisfaction.

klopiko Kazakhstan
posted on June 13, 2018.

In response to my complaint from the casino «RoadHouse Reels» I did not understand the reason for their action - why my account was closed without warning about the nature of the violation? I did not allow any violations, and if the casino has evidence that I did not specify a fatal country of residence during registration , but indicated another, let the casino provide supporting evidence to the controlling organization - Askgamblers.
Although they had to notify me and justify their existence immediately upon detection of violations. But as you can see from the documents I have presented , I was not even informed about the nature of the violation, even if I assume that it took place.I do not need to specify a foreign country if you have to verify.
And at the moment I believe that this is an attempt to escape from the responsibility of the casino, as so far as I do not have access to the account and the account is blocked.These are all empty words, without proof. And I presented the documents available to me confirming the fact of violations of the rights of players from the casino.

It's not about money, but about the casino to its customers, the casino today deceived me , and tomorrow thousands of players will suffer, as it happens without punishment, when the casino does not want to pay , it will find the reason - just words without evidence that as if the player violated the rules.

I do not think that my casino violation is significant, the player may change his / her place of residence several times - and how will such players be considered by the eyes of the casino?

posted on June 21, 2018.

This complaint has been reopened as per RoadHouse Reels Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

posted on June 25, 2018.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf RoadHouse Reels Casino management in regards of this complaint to confirm and justify the casino actions. In the rule #32 it is clearly stated that players from Kazakhstan can't redeem any free spins or no deposit bonuses:

32. Players from the following countries are not eligible to claim any Free Welcome Bonus Offer(s) from any of The GrandPrivé Group of Online Casino (also referred to as GrandPrivé.com Casinos), regardless of an invite being received or via the website. Free Welcome Bonus Offers refers to any offer(s) made by The GrandPrivé Group of Online Casinos or its affiliates where free play (with bonus money) or free spins are available without the Player having to make a deposit. Please note that should such an offer be claimed by any Player from any of the countries listed below, all winnings resulting from it will be made null and void:
• Afghanistan, Albania, Algeria, Armenia, Azerbaijan, Belarus, Bosnia, Bosnia And Herzegovina, Bulgaria, Colombia, Croatia, Czech Republic, Dominica, Estonia, French Polynesia, Georgia, Greece, Guadeloupe, Herzegovina, Hungary, Indonesia, Iran, Iraq, Kazakhstan, Kosovo, Kuwait, Kyrgyzstan, Latvia, Lithuania, Macao, Macedonia, The Former Yugoslav; Republic Of Moldova, Republic Of Mongolia, Montenegro, Morocco, Poland, Romania, Russia, Serbia, Slovakia, Slovenia, Spain, Syria, Tajikistan, Tunisia, Turkey, Turkmenistan, Ukraine, Uzbekistan, Viet Nam

 Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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