Weiss Casino - プレイヤーのアカウントは閉鎖されました。

To sum-up

I am filing a complaint because weiss.bet has closed my account keeping both my deposit and my winnings on the grounds that I am from a blacklisted country.

The whole story

- I read the whole Terms and Conditions, where Italy is not flagged as a blacklisted country (https://weiss.bet/terms-and-conditions)

- I opened an account on July 3

- Upon registration I compiled a form of personal data where I declared that I was from Italy

- (Note that the site is freely accessible from Italy and I never used a vpn to access)

- I made a deposit and made some sport bets

- On July 11 I tried to make a withdraw and discovered that I had to do kyc and it was impossible from Italy

- My account was blocked and I was informed that they would keep both my winnings and my deposit

- I discovered that Italy was a blacklisted coutry and it was specified in https://weiss.bet/apb, which is the 9th link in a series of Information about Weiss.bet...

Since the blacklisted coutries were not included in the Terms and Conditions, and also considering that I never did anything to hide my location (I declared it immediately, so they knew before I made my deposit, and I did not use a VPN), I request the refund of my deposit.

Hello,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with https://weiss.bet.

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

• When exactly did you receive the notification about your account being blocked?
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Katarina,

I didn't receive any communication that my account was blocked. At some point in the morning of july 11 I tried to access my account and find out that it was blocked.

I just forwarded to you my email communication with weiss.bet support.

Thanks

Hello Katarina,

after opening this complaint and posting in bitcointalk forum I managed to speak with other operators at weiss.bet.

Apparently there was an error in weiss.bet platform that allowed my account to remain active despite regional restriction. Weiss.bet says it's working to rectify the situation and prevent future occurrences.

My deposit was refunded so the issue was resolved.

Thanks for your work

Dear genji87,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Katarina

Casino.Guru