I deposited 20 euro in this casino was playing in there for 2 days and clocked up 300 euro i went to withdraw and sent documents this next e mail i got said my account was blocked so i contacted live help and they said i was playing from a blocked country ?

Dear matty456,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you entered Ireland as your country of residence, please? Have you used the VPN when accessing casino website?

If there’s any relevant communication between you and the casino, please forward it to [email protected].

Meanwhile, I have checked the general terms and conditions and this is what found (here):

Ireland is not listed as a restricted country on the website.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela

Yes i entered Ireland as my country as i join the site a while ago. I have not used VPN as far as im aware of.And as i can see in what you sent im not in a restricted country.

Thank you very much, matty456, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello matty456,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Booi Casino to join the conversation and participate in the resolution of this complaint.

Dear Booi Casino,

Can you please provide further information regarding the player's account having been blocked?

Kind regards,

Adam

Hello @matty456,

You have sent us a passport of the United Kingdom when verifying. 

We don't accept customers from the UK. As a result your account is blocked now, and your last deposit is refunded. 

Best regards, Booi 

Im english and been living in Ireland for 13 yrs now . And if you look my bank card i sent you is Bank of Ireland and look at my address on my account it also say Ireland. Ireland is not on your list of restricted countries !! So this case is not over yet !

It doesn't matter, citizenship is determined by the passport.

im playing from Ireland not uk you just dont want to pay out lets see what Guru has to say about this !

Dear Booi casino,

Can I ask you to please explain why the player's citizenship is even a concern? Is the player's citizenship information requested as part of registration?

Kind regards,

Adam

Hello Adam,

Player's citizenship is very important, because we can't provide services for several countries where gambling is regulated and require a local gambling license. UK is prohibited country for our institution. 

"Is the player's citizenship information requested as part of registration?" 

- You need to choose your country before start to play, if your place of residence differs from citizenship then citizenship determines your country. 

However the player has no financial damage, the deposit was fully refunded as we don't allow UK players. 

Sincerely, Booi 

I joined from Ireland where i live and have done for 13 yrs ! First of all you said you dont take players from Ireland and when we find out im not in a restricted country you change your tune and say its my citizenship thats the problem ???

Dear Booi Casino,

We have discussed this case internally at length, and while we can understand to some degree that the rule regarding citizenship may be in place to protect the casino, the handling and implementation of the rule leaves a lot to be desired.

If citizenship is the reason for the player's account having been blocked, it should be clearly displayed in the registration/profile that this is the information required, instead of just "country".

A very large percentage of casinos refer to the country of residence when requesting the player to state their country, so it is easy to understand that the player would assume this to be the case here.

As per our policies regarding fairness to players, our decision is the same on this occasion as in a previous case of this nature (http://www.kpvfaw.com/booi-casino-player-s-account-has-been-blocked), and we believe the player should receive their winnings.

Kind regards,

Adam

Hello Adam,

We are not agree with your opinion "we believe the player should receive their winnings."

The account is blocked and the deposit was fully refunded as we don't allow UK players. Eventually the player has no financial damage.

We act according to our rules, which the player accepted upon registration.

Petronela has added the screenshot with that terms above.

Sincerely, Booi 

Ok let’s rewind first of all I was blocked because I was in a restricted country which is Ireland which is not restricted.Then you come up with the excuse that it’s my citizenship! I have never had any trouble with my citizenship before when withdrawing from any casino thus like I said you just don’t want to pay my winnings out which I won fairly!!!!!!

Dear matty456,

As it seems that the casino is not willing to reconsider its position regarding this case, there is nothing more that we can achieve here and this complaint will now be closed as 'unresolved'.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/) and submit a complaint to them. The eGaming Authority has more options and tools to help players. Please let me know how they responded ([email protected]).

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

Best regards,

Adam