This casino has scammed me twice!

Before registering, I asked the support service if you allow players from Ukraine to play? They said yes! I registered via VPN and made a deposit in cryptocurrency.

After playing for a few days, I won a small amount.

I wanted to withdraw funds in the same way I made a deposit, in cryptocurrency. But, as it turned out, you can only withdraw to a bank card. To do this, as the casino support service told me, I need to make a deposit from the card to which I want to withdraw funds. I made another deposit again, this time from a bank card. Now I requested a withdrawal to a bank card, but my withdrawal was rejected several times. The casino support service told me that my bank was rejecting the transaction, and my bank's support service said that there was not even an attempt to credit the funds. This went on for a few days, after which the casino told me that they allow Ukrainians living in Slovenia to play and blocked my account. The cynicism is that when I went through verification, I provided them with my Ukrainian passport and proof of my residence in Ukraine. They accepted and approved it, after which I made a second deposit and a few days later I received a letter about blocking my account with a link to their rules, which say almost nothing, even which countries are prohibited. In the end, I was deceived twice. I have saved the correspondence with the casino, where I tell them that I am in Ukraine, and they answer me, we know this. P.S. Reread the text carefully! The casino told me to make a deposit again, from a bank card, at that time they knew that I am a player from Ukraine and I am in Ukraine! Do you think this is fair? To deceive me twice.

Dear Rubenn,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Betkwiff Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Hello Katarina

1) I played both slots and bets (but this has nothing to do with it at all, the problem here is completely different, as you already understood)

2) Yes, I first passed verification, they approved it and said that you need to make a deposit from a bank card, that bf you were able to make a withdrawal of funds to it. I did as they recommended, made another deposit.

3) No, all games were without bonuses!

Dear Rubenn,

thank you for your message.

Could you please forward any communication with casino regarding this matter to my email [email protected]? Kindly include emails. live chat transcripts and screenshots.

Looking forward to your reply.

Katarina

I sent you the evidence by email.

Katarina hi! Are you in touch? Did you get my letter?

Dear Rubenn,

Thank you for your messages and for your email. I apologize for the delayed response. I was on sick leave and unable to reply.

Thank you for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you.

Dear Rubenn,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Betkwiff Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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 Rubenn,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Isle of Man Gambling Supervision Commission (GSC) and submitting a complaint through their website at this link. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator in this article.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at [email protected].

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo