Beschwerde #16 Betroom24 Casino

Account Blocking

Von BaurMan

vor 1 Jahr

Hello. Yesterday, 10/08/2024, I encountered an unpleasant situation. I recently registered at this casino and made several deposits, which I used for sports betting and slots. When I had a certain amount of money on my balance, I tried to make a withdrawal of $ 140. I waited for the payment to be processed for more than 10 hours and after that the payment was canceled. The site states that there is a 24/7 live chat. I really saw it, but after my payment was cancelled, this chat disappeared. I looked for it on every page, tried to log in through incognito mode, but nothing helped. As soon as I went to the site from another computer, the chat immediately appeared.

This seemed very suspicious to me. I contacted the chat for help, provided my login to find out why the payment was canceled. I was told that I needed to send a photo of my ID, proof of address, and a screenshot of my e-wallet by email, since I made a deposit with cryptocurrency. I sent all the documents and received a fairly quick response that my account was blocked. I will quote the company's message:

"Our security tool has detected a breach of our General Terms and Conditions under section Restricted Territories.

Kazakstan is a prohibited country and you have chosen different country to pass registration form.

"It is players responsibility to adhere to national legislation in its country. If a player opens an account in a prohibited country then we are not obligated to refund any funds you may have won or wagered in this instance.

Please provide us with your USDT TRC20 address and we will return your deposit

Account is terminated."

I live in Uzbekistan and during registration I was asked to select a country and write an address. At the same time, I am a citizen of Kazakhstan. I provided all documents confirming residence in Uzbekistan. Also, I sent my current location. The company's rules do not indicate that players from Kazakhstan or Uzbekistan are prohibited from playing. At the moment, support does not give any more answers. At the time of blocking the account, the balance was $ 527.

I have not violated any rules. I will provide all screenshots with correspondence and other important moments. I ask the AskGamblers website to help sort out this situation and get my winnings. Thank you!

Unseriöses Casino Betroom24 Casino

Grund Kontolöschung

Betrag $527

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Betroom24 Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Betroom24 Casino

• Representative

vor 1 Jahr

Hi there,

Based on documents provided from player for the purposes of KYC we could not verify player temporary address in Uzbekistan. Provided documents can not be accepted therefore we will close players account once his initial deposit is returned to player.

Player is accessing casino from restricted/prohibited country. More over his country of origin is not on the list when registering with us therefore he choses different county to pass Registration Form which is against General T&C.

Betroom24 Team

BaurMan

vor 1 Jahr

I'm waiting for a decision

Betroom24 Casino

• Representative

vor 1 Jahr

Hi Askgamblers.

Following players consent we have sent you on email all his documents to be checked.

Betroom24 Team

Betroom24 Casino Beschwerde-Statistik

Gelöst 3 / 3

Durchschn. Betrag $408

Durchschn. Dauer N/A

Durchschn. Antwortzeit N/A

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