Hello.

A short introduction: allobet casino was recommended to me by a friend from Belarus! who made deposits and made withdrawals.

I have played at allobet casino. Uploaded documents for verification. In the chat I asked, I was told that the documents were verified! Made two deposits. I won 420 dollars from the second deposit.

I put money on withdrawal. and my withdrawal was canceled!

I saved the rules pages. there is nothing about the ban on Belarus.

Dear Tsymb,

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 accumulated your winnings with or without active bonus? Did you receive any confirmation from the casino that your account has been verified successfully? Please forward it along with any relevant communication to [email protected].

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

If anything, then my account has already been closed, I can’t enter it.

When I won $ 420 I had no active bonus.

I sent you a lot of evidence by mail.

Thank you very much, Tsymb, for all the relevant screenshots and proofs. I was able to see that you have entered Belarus as your country of residence when completing registration form.

However, I would like to ask you to confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

Thank you very much, Tsymb, for providing all the necessary information.

I have checked terms and conditions for restricted countries, but it referred to Help section only. Additionally, I have asked live chat for a list of restricted countries. Please see below the answer:

"You can check the country list while registering."

Unfortunately, Belarus is no longer available from dropdown menu while enrolling which means somewhere between your registration and today, Belarus became restricted jurisdiction.

I will now transfer your complaint to my colleague Juli 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.

At the time when I played Belarus was on the list of allowed. Confirmation of this is that in my profile is "Belarus".

I already sent you a screenshot confirming this.

They changed the rules after the incident. If they do not pay my winnings, then this is a scam on the part of the casino. In this case, any player from any country may also not receive his winnings.

A decent casino does not do such things.

Hello Tsymb.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We would like to ask the Allobet 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’.

hello there,

Our terms are conditions are very clear, any Clients from any regulated country are not allowed to play on allobet, any attempt to deposit and play or use proxy to deposit and play, all winnings will be confiscate and we might even confiscate the main deposit. 

Since Belarus is an official regulated market, client are not allowed to deposit and play, that is why our risk department had to terminate the account and since it was is fist attempt to deposit, our finance has refunded his initial deposit.

you initially confirmed in the chat that my documents were verified. then they renounced it.

you should have originally removed Belarus from the list during registration.

this is a banal robbery. if I lost the deposits, then you would not return the money.

you are scammers.

until justice prevails, I will write on all forums and gambling resources the truth about your fraud with all the proofs. and I'll write to the regulator too.

I rarely come across such impudence, so I will not spare my efforts.

In the chat I was initially told the opposite. It's a shame that I didn't know that you were a dishonest casino, so I didn't take screenshots.

you can check or uncheck the box on verification.

you answered only questions convenient for you.

how about answering ALL claims.

how about selectively locking accounts? :)

I know several people from belarus who made deposits and withdrawn money and verified account, but what about players from russia who also made deposits and withdrawals?

I even have confirmation of this. the gambling community is very close-knit :)

casino worthy of the blacklist.

Hello there,

Dear Allobet Casino team,

Thank you very much for your cooperation in this case. 

Although we completely understand that the player might have used VPN software, he has clearly informed you about his country residence. To avoid a similar problem there is an easy fix which is used in most of the casinos, countries list in your registration form should contain only the countries which are really available in your casino (players are forced to register with false information or they do not register at all)

. 

Our position about the case is clear and can be found in our Fair Gambling Codex, link below.

http://www.kpvfaw.com/fair-gambling-codex-for-casinos#restricted-countries

It is not acceptable to let players gamble if a casino knows that they are from a restricted country and if the casino plans to refer to the rule about restricted countries whenever a player requests their first withdrawal. This is completely against the rules of fair play, as the casino is knowingly letting a player wager money without a chance to actually win something in return.

Many casinos claim that this is difficult or impossible to implement into their systems, but it is simply about comparing the player's country of residence with the list of restricted or allowed countries; therefore, we do not consider it to be that difficult on a technological level.

I can see that you have already updated your website, Belarus is with the restricted countries in your T&Cs and it cannot be found in the registration form (maybe thanks to this player, but there may also be similar cases). However, in this case, the player registered with correct information and we believe he is entitled to his winnings. 

Allobet Casino team, please, could you reevaluate the case or is this your final decision?

Dear Josef,

we have reviewed our risk management, unfortunately they are still convinced that what has been done is legit and comply with our terms and conditions.

therefore refunding the client his deposit and terminating the account was the only option.

Dear Tsymb.

I am sorry that we could not help you more. Since the casino is not willing to change their position, we are forced to close the complaint as 'unresolved'. Please, be aware that this complaint will affect their reputation on our website.

Usually, I would recommend contacting the gambling authority but I am afraid that it will be unsuccessful. But, if you are interested, we can try it out. Contact me on my email address if you have any question. 

For the future, I recommend you to choose the casinos with at least a very good reputation on our website (the resolution in case of any problem would be much easier).

Best regards, Jozef 

www.kpvfaw.com

[email protected]