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BetItAll.com Casino Complaint - Confiscation of $235,000 CAD in Winnings Due to Unaware VPN Use

Introduction:

I am filing a complaint against BetItAll.com Casino for confiscating my winnings of $235,000 CAD due to my use of a VPN, which I was unaware violated their terms. I am seeking assistance in resolving this dispute and receiving my life-changing jackpot winnings.

Background:

I registered with BetItAll.com Casino on April 4, 2023, and made deposits totalling $14,900 CAD. On April 5th, I won $168,400 CAD and on April 19th, an additional $160,016 CAD while playing Surge777 by Microgaming.

Withdrawals and Legitimacy Check:

I requested multiple withdrawals totalling $225,000 CAD, with the first withdrawal successfully processed on April 18th. During this period, the casino informed me that my winnings were subject to a 'legitimacy check,' which took approximately two weeks to complete.

Account Blockage and Confiscation of Winnings:

On April 24th, the casino's security team informed me that my use of a VPN was in violation of their terms and conditions. They also stated that the game in which I won my jackpots, Surge777, was illegal in my place of residence. As a result, BetItAll.com Casino decided to confiscate my remaining winnings and block my account.

Reasons for VPN Use and Unawareness of Rule Violation:

I have been using a VPN for safety purposes while connecting to Wi-Fi networks in Canada. My VPN has always been set to Vancouver, and I was unaware that using a VPN would result in the confiscation of my winnings. Additionally, I was not aware that playing Surge777 was illegal in my place of residence, as I have been traveling between British Columbia and Ontario for the past month.

Unfair Treatment and Lack of Warning:

I believe that BetItAll.com Casino's decision to immediately confiscate my winnings and block my account without any prior warning is not only unfair but also a tragedy. If I had known that my use of a VPN and playing Surge777 in Ontario would result in the confiscation of my winnings, I would have taken the necessary steps to rectify the situation.

Further Communication and Seeking Resolution:

Following the receipt of the email from BetItAll.com Casino's security team, I promptly replied, explaining my circumstances and the reasons for using a VPN. Despite my earnest efforts to appeal their decision and seek a fair resolution, I have yet to receive a satisfactory response from the casino.

Request for Intervention and Support:

In light of the current situation, I am requesting the intervention and support of Casino.guru and their experienced team in mediating this dispute. I firmly believe that the confiscation of my winnings was unjust, and I am seeking a fair resolution that would result in the rightful return of the $235,000 CAD in winnings that were seized by BetItAll.com Casino.

Conclusion:

I am seeking assistance in resolving this dispute with BetItAll.com Casino and rightfully receiving the $235,000 CAD in winnings that were unjustly confiscated. I have attached screenshots of my wins to substantiate my claims and can provide further correspondence, information, or documentation if required.

Thank you for any support or assistance that Casino.guru can provide in resolving this matter.

Sincerely,

Daniel

Dear dan777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

"3.2. ...The use of VPN, PROXY, TOR, and similar programs is strictly prohibited. If you use these programs to access the website or games from a restricted country, your account may be blocked...."

Do I understand correctly that your VPN was set to Vancouver while playing this game?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thank you for taking the time to review this. The VPN was initially defaulted to the last location it was on which was Malta (where I was last when using this app), but then, thereafter I only had it set to Vancouver. The game itself is not restricted to ALL of Canada, apparently. Just Ontario, which I was also unaware of.

I've sent you an email response to your message as well as a lot of correspondence emails back and forth with the casino. I'm sorry in advance for all the spamming I did to your inbox!

Thanks again,

Daniel

Additionally, I would like to point out that Canadian players are permitted to play at this casino, and there is no specific mention of a restriction for Ontario residents. If such a restriction were in place, one would expect the casino to disallow players from Ontario or Canada altogether. I have fully verified my information and was not attempting to bypass any rules. The confiscation of my winnings makes me feel as though I have been unfairly deprived.

Daniel

Hi Kristina,

I would also like to mention that I had played for hours, on very high stakes ($80/spin), deposited multiple times, all prior to winning my first large amount. The risk to reward ratio was quite high and I was aware of that, which was why it was such a thrill to finally win big. I was never informed during my gameplay that I was not allowed to be there. In fact, the site where I originally found that I can play my favourite game, Surge 777, in Canada, and at BetItAll.com was: https://slotcatalog.com/en/slots/777-Surge (screenshot attached).

Here's my summary of deposits, prior to winning:

Interac - $300

Interac - $500

Interac - $600

Ethereum - $2250

Ethereum - $2250

Ethereum - $2250

Ethereum - $2250

Ethereum - $2250

Ethereum - $2250

Total: $14,900

I was honestly not aware that a simple setting on my VPN (that I really do use for personal security) would have such dire consequences. I would appreciate the casino taking that into consideration and give me some benefit of doubt that I was not trying to manipulate their Rules or T&C's. While playing (and losing), I was not told that I cannot play here, cannot use my VPN, or cannot play the game that I love the most and won on (Surge 777), etc.

The 'investigation' and conclusion that the casino came to to confiscate funds were not launched for almost a month. Not even during the 2 weeks that I waited desperately for a 'legitimacy check' to be completed. They even told me after that 2 week period, that it checked out and was fine, and congratulated me. They even paid me 1 of my pending withdrawals. An 'investigation' was only launched almost a month after and money was confiscated then, which to me is completely unfair. I had no idea that I was or had done anything wrong, and there were ample opportunities to express that to me.

Thanks for listening and I appreciate all the attention to this matter.

Sincerely,

Daniel

Good day everyone, 

The client's text is well-written and, on the first analysis, could seem logical and relatable. Indeed, the amount of winnings is quite impressive. However, unfortunately, the client is not entirely honest.

1.

The client registered on our platform on 5th April 2023 and made the first deposit without using a VPN, from the location of Ontario, Canada. When attempting to enter the Surge777 game, a warning appeared stating that the game was prohibited in the client's location. Therefore, the client was warned. One minute later, the client's location changed to Malta, and the client began playing Surge777 with bets ranging from $10 to $80. The client did not place bets on other games and deliberately came to play this game. We have a territorial block on the Ontario region for this gaming provider, and therefore, it is impossible to enter the game of this provider without using a VPN or Proxy. Therefore, the client was forced to use VPN.

2.

The client claims to have used a VPN for safety when connecting to Wi-Fi networks. We cannot agree with this claim since it is not logically justified by the client's actions:

Registration on our platform - Without VPN.

1st deposit via bank transfer - Without VPN.

2nd deposit via bank transfer - Using VPN Malta.

3rd-8th deposits using cryptocurrency - Using VPN Malta.

9th deposit using cryptocurrency - Without VPN.

Withdrawal request - Using VPN Malta.

All the client's deposits were made within 1 hour and 35 minutes, and there is no regularity in the use of VPN and making deposits. Therefore, using a VPN has nothing to do with the client's safety.

We asked the gaming platform to verify the legitimacy of the client's bets, which is entirely reasonable. The client won over C$160,000 in less than 2 hours. The client was notified of the verification.

3.

The next day, on April 6th, the client discovered that it was possible to play other games provided by our platform that were not prohibited in the client's location. Until April 16th, 04:18:44, the client successfully played various games without using VPN.

4.

On April 16th, at 04:21:23, the client's location was Canada, Ontario. At 04:21:59, 36 seconds later, the client's location changed to Canada, Vancouver, and at 04:22:33, the client started playing Surge777(Microgaming) again. The client used VPN again to regain access to this game while physically located in Canada, Ontario.

5.

On April 18th, the client received their first payout of C$15,000. As the legitimacy check was delayed due to the Catholic Easter holidays, the client's daily and weekly payout limits were increased. On April 19th, the client won C$160,160 again in the same game and stopped playing, demanding to withdraw the entire sum at once. This seemed suspicious to us, and we reanalyzed the client's actions since registering on our platform. As a result, it was discovered that VPN was used to access the prohibited game.

Conclusion:

The client registered and immediately violated the Terms and Conditions. Played for 2 weeks, got all their deposits back with the first payout, and violated the Terms and Conditions again. The violation was discovered, and the client was blocked.

P.S.

We could assume that the client's use of VPN was accidental if the client had turned on VPN, registered on our platform, made a deposit, and went to play the prohibited game. However, VPN was intentionally turned on after registration and deposit but a minute before entering the prohibited game. Twice, with an 11-day difference. Therefore, we see no point in arguing with the client about Wi-Fi protection, accidental VPN use, and other client arguments that contradict the facts.

Best Regards,

Bet It All Casino team.

Good afternoon everyone,

Thank you for your detailed response, BetItAll Casino. Before addressing the points in your message, I would like to reiterate some arguments I have made previously and then provide additional clarification on new points that have emerged.

1. Canadian players are allowed to play at this casino, and it doesn't mention that Ontario residents are not allowed. If that were the case, the casino should ban players who reside in Ontario completely (or Canada in general). I fully verified my information and was not trying to circumvent any rules.
2. I double-checked with other casinos (such as Cloudbet) that offer the same game, Surge 777, and accept Canadian players, even in Ontario. There's some discrepancy between the rules, and this inconsistency cost me $235,000 and a lot of stress dealing with the issue.
3. At no point throughout playing (and losing) was I ever told that I cannot play here, cannot use my VPN, or cannot play Surge 777. Had I known any of this, I would have never even signed up.
4. I had requested VIP managers multiple times to engage more with the casino and build rapport, showing my genuine interest in maintaining a positive relationship with your platform.

Now, I would like to address the additional points and offer further clarification.

First, I must say that the opening remark stating that "the client's text is well-written" comes across as patronizing. As we are discussing a serious matter, I would appreciate it if we can maintain a respectful and professional tone throughout our correspondence.

Regarding point 5, the assertion that I stopped playing after winning $160,160 on April 19th is simply not accurate. I continued to play and even canceled pending withdrawals to play more. I submitted multiple $15,000 withdrawal requests and played with my remaining balance, demonstrating my ongoing engagement with your platform. In fact, there are many occurrences where I canceled pending withdrawals to keep playing. The same pattern was done on the first big win I had, where I requested to have all my winnings paid out, and while waiting, continued to cancel some and play. These facts challenge the narrative that I was trying to manipulate the system.

Furthermore, the legitimacy check that you conducted and reported back to me concluded that my gameplay was, in fact, legitimate. It raises questions as to why the legitimacy check did not uncover any issues regarding VPN usage or any other violations. This suggests that the check might have been insufficient or that my gameplay was genuinely legitimate.

Additionally, my request to withdraw my full winnings is entirely reasonable. In my position, anyone would want to have access to their winnings as soon as possible. I have expressed that if the payout process had gone smoothly, I would have remained a loyal customer, continuing to deposit and play on your platform.

Regarding the use of a VPN during deposits and gameplay, I have mentioned that Interac does not work with a VPN. This could explain why the VPN was turned off for some deposits and on for others. I was not trying to manipulate the system; I was merely attempting to deposit funds to play.

About point 3, my playing various games on your platform without using a VPN was not a calculated move. I was not aware of the specific restrictions on games for different regions within Canada, and I was also traveling during the month. My intentions were not malicious or deceptive; I was simply trying to enjoy the gaming experience at your casino.

In light of these additional details and the possibility of a genuine misunderstanding, I kindly request that you reconsider your decision to confiscate my winnings. I am willing to provide any additional information or documentation to prove my intentions and the legitimacy of my gameplay.

Thank you for your attention to this matter.

Sincerely,

Daniel

Apologies for this, but I'd also like to offer a few rebuttals to points 1 and 2, mentioned by BetItAll.com.

Regarding Point 1:

While it is true that I registered on your platform on April 5th, 2023, and made my first deposit without using a VPN, I did not receive any explicit warning about the Surge777 game being prohibited in my location. As a regular internet user, it's not uncommon for me to turn on my VPN for various reasons, and I was not aware that doing so would have any negative consequences on my gameplay. The fact that I played Surge777 might have been coincidental or simply because it is a game I enjoy. The notion that I was "forced" to use a VPN to access the game is an assumption based on the sequence of events, but it does not necessarily represent my intentions or awareness of the situation.

The statement that I "did not place bets on other games and deliberately came to play this game" is not entirely accurate. It is important to remember that as a player, I have the freedom to choose which games I want to play based on my personal preferences and interests. My decision to play Surge777 was not necessarily driven by an intent to deceive or exploit your platform; it could simply be because it is a game that I find entertaining or engaging. Furthermore, as mentioned earlier, I did in fact play other games on your platform, which demonstrates that I was not solely focused on Surge777. My actions should not be misconstrued as an attempt to manipulate the system, but rather as the natural choices of a player exploring and enjoying the available games.

Regarding Point 2:

While I understand your concern regarding the inconsistency in my VPN usage, I would like to clarify that my primary reason for using a VPN is indeed for personal security and privacy. However, like many VPN users, I do not always have it enabled, especially when it interferes with certain online activities or transactions. Additionally, my VPN can and does sometimes drop connection, requiring me to restart it, which may contribute to the irregular usage pattern. It is important to remember that my primary goal was not to deceive or manipulate your platform. My actions were not driven by malicious intent, but rather by a combination of personal security concerns and normal internet browsing habits.

I apologize for not including this before and thank you very much for taking the time to read all of this, prior to making any decisions.

Sincerely,

Daniel

Also, it is worth noting that Microgaming is a well-established and reputable slot provider in Canada, making it somewhat puzzling that their games would be restricted to Ontario residents or even the entire country on this specific platform. I have played this game on numerous other sites in Canada, and there's no restriction for it. This further adds to the confusion and lack of clarity surrounding the accessibility of the game and the use of a VPN in this context. Please note that I have played this game at various other casinos with my VPN both on and off, and I have never encountered any issues. The only difference in this case is that I won a significant amount quite quickly in my first night with BetItAll.com, which seems to have led to the current situation. Considering my ongoing engagement and transparency with the casino, as well as my prior experiences playing this game on other platforms without any problems, I believe that I have been wrongfully deprived of my winnings.

One last point worth mentioning is that I was particularly drawn to play Surge777 on BetItAll.com due to the higher maximum bet size allowed compared to other casinos where I've played this game before. Typically, the maximum bet size for Surge777 is $40, but at BetItAll.com, it was $80. As someone who enjoys placing higher bets, and really loves this game, this increased limit was especially appealing to me.

Additionally, I would like to emphasize that throughout my time on BetItAll.com, I placed numerous wagers and made multiple deposits without any indication that my actions were improper. In fact, I even had a successful withdrawal and maintained open communication with the casino to ensure transparency in our relationship. I strongly request you reconsider my actions to be those of a genuine and honest player, who was merely enjoying the gaming experience and exploring the opportunities provided by your platform. My intentions were never to deceive or exploit your casino, but rather to engage in an enjoyable pastime and potentially win some money in the process.

Sincerely,

Daniel

Hello everyone,

Thank you both for your comprehensive replies and detailed explanations of both points of view.

dan777, I understand that accidents like this happen, but I am sure you will agree with me that you cannot ship the blame to the casino here. The casino's terms clearly prohibit accessing the casino with any VPN regardless of the chosen location, and restricted games are one of the good reasons why casinos often do this.

While all players from Canada are welcome to play, there are certain restrictions from game providers that are most likely out of the casino's hands. The only thing that the casino could do was to warn about this fact in their T&Cs (which they do) as well as to enforce these restrictions on a software level, which by the way, not all casinos do, unfortunately.

After reviewing the casino's T&Cs I found out, that all Microgaming games are regulated for players from Ontario. Furthermore, I registered an account from Ontario and tried to access Surge777 and I was automatically blocked from accessing the game based on the location. I indeed received a pop-up notification. Please, see here:

We believe that BetItAll Casino does everything necessary to prevent situations like we have here. Even if you really didn't do this on purpose, you, unfortunately, gained an unfair advantage over the casino and played the game that you wouldn't be able to access if you played without a VPN, which is prohibited as I already mentioned in my initial message.

I understand the importance of safe internet use, but in this case, we believe the casino had the full right to seize your winnings, as you used a VPN to bypass a country block. I apologize, but there is not much more we could do for you here. I can only recommend that you read all T&Cs in the future and avoid using a VPN while playing in online casinos. The vast majority of online casinos forbid it anyway.

If you do not agree with our decision, you can always file a complaint with the licensing authority, but I don't think their opinion will be much different from ours.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.