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Das Ist Casino - Unfailry declined cashout

RESOLVED
Inactive user
Posted on 19 April 2017

Dear Askgamblers Support!

Yesterday I heard about an online casino where other hungarians are playing. So I decided to try it out. Frist of all I read carefully the terms and conditions.I did not found any excluding reasons so I did my registration. I made my first deposit (30 euros) got my welcome bonus and started to play. When I finished wagering my bonus I had 1400 euros so I did a withdraw request via skrill. After that I got a mail from the casino. It contained that everything is all right and will get my winnings if verificate my account and I upload my documents. The live support gave me instructions how to do this. And he told me that if it ready they will cashout my winnings. I did every single step as I was told ( I made the requested photos and I uploaded them). Today i logged in to my account and started to chat agian the live support and I told them, that i m ready with my duties. Than he said that my winnings won t be paid, just my deposit, because hungary is banned. I am absolutely sure that this information was not included in the T&C. I can prove my right in many ways. I will send attached file in this letter as evidence. It will contain e-mails from casino and chats with the live support. I signed up, I played, I made the deposit and I got the welcome bonus and free spins. What do you think how can I do this from a country which is banned? The answer is very simple: - My country was banned this morning. In my opinion they updated the T&C for only one purpose: to decline my withdraw request. In other online casinos where hungary is banned I can t even make an account! I think that it is not my foult. Why I can t get my winnings in a casino where I can play, sign up, get bonuses, make a deposit and loose. I can only agree with the decline of my winnings if I can t sign up in the first place just like in other online casinos. Until this morning there wasn t any problem with the withdraw and the e-mail and the live support told me at night that if I do my verification I will get my winnings. They should have warned me for the first time yesterday evening. Have they been lying to me all night? If I m right in the european union there is a free market and I am a citizen of one of the Eu-s countries.
With all of this evidences I can t accept the decision of the casino. Please investigate my issue thoroughly.
It is obvious that they lied to me all the way up the line.
I tried to deal with casino account manager but they refused me, that is why I asking you.
I do not feel guilty at all.
Please check the attachement what contains the evidences...

I m looking forward to hearing from you.
Best wishes, Erika < surname removed >.

Posted on 21 April 2017

Hi Erika,

we will send to support Askgamblers screenshots which show the date of account's creation and the date of last changes in our terms.

We infrom you after their response as soon as possible.



Best regards,
Anastasia

AskGamblers
Posted on 21 April 2017

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of Das Ist Casino where it is clearly displayed that players from Hungary are not allowed to deposit and play real money games, on the date when the player has registered account at Das Ist Casino. The player by this act breached casino term #1.9:

"Users from the following countries are not allowed to deposit and play real money games: Belgium, Bulgaria, Canada, Denmark, Hungary, Italy, Poland, Romania, Spain, UK, US and its territories. The casino cannot guarantee successful processing of withdrawals or refunds in the event that user breaches Banned Countries policy."

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 licensing authority responsible for Das Ist Casino.

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