BetFlip Casino - プレーヤーは制限付きゲームをプレイしたとして非難されています。

I deposited in casino a couple of times. Last time I played with the bonus in February (02.02.2021). I completed the wagering requirement and verified my account but when I requested a withdrawal it was rejected. Casino told me that I have played a restricted game and my win is cut off from the balance.  I carefully read the terms before I claim the bonus and I am sure that the game I played (Betsoft - The Tipsy Tourist) was not restricted when I clamed the bonus. Casino could restrict it after but if I claimed the bonus earlier I think that old terms should count for it. Is there a way you can check when exactly that game was restricted and if casino had a right to cancel my win?

Dear Svenja,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.

Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?

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

I have forwarded you the email from casino.

Thank you very much, Svenja, for your email and reply. I have checked the general bonus terms and conditions, and this is what I found https://betflip.io/en-GB/home/page-control/1:

However, as I mentioned earlier, we believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.

I will now transfer your complaint to my colleague Jozef 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 Svenja.

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 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’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Svenja.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Please, be aware that this complaint will affect their reputation on our website, which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website.

Best regards, Jozef