Hi,
3 days ago Placebet.io Casino confiscated all my winnings and locked my account. They accused me for using VPN. Below I am pasting the content of their e-mail from that day and my response to it.
"Dear Jakub,
This communication serves as the final resolution to your recent complaint and the subsequent review of your account, conducted in accordance with our internal procedures.
Our investigation conclusively determined that your account was accessed and utilized in violation of Clause 2.6 of our General Terms and Conditions.
This clause explicitly prohibits the use of VPNs, proxies, or any other service designed to mask or manipulate the identification of a user's real location.
Upholding this rule is a fundamental requirement of our licensing and regulatory framework, essential for ensuring platform integrity and compliance.
Consequently, the following actions have been taken, as permitted under Clauses 2.6 and 13.1 of our Terms and Conditions:
All winnings have been voided.
Your initial deposit(s) will be refunded to your original payment method(s).
Your account has been permanently closed.
This decision is final and is not subject to further appeal through our internal channels.
This concludes our correspondence on this matter.
Sincerely,
PlaceBet"
"Hi,
Send me a proof that I had VPN turned on when I have been playing at your site. I don't agree with it. I have been at home in Poland during that time. I didn't need to turn on VPN for any reson. The slot which I have been playing in is from Thunderkick provider which games are available to play for Polish players.
For last 2 weeks I have been abroad and I have flight tickets with my name and surname on them and shopping receips as a proof of that. During that time it is possible that I have been logging into my account but I haven't been playing in any game then.
If you don't send me this proof until 3 p.m. tomorrow I will post reviews and complaints with the same request on *** (username ***) and casino.guru (Mixer).
I am looking forward to hearing from you.
Kind regards
Jakub ***"
After my e-mail I haven't received any response from them although I sent them another 3 e-mails with the same request.
Before that day when they confiscated my winnings and locked my account I have been waiting 17 days for a verification. This procedure has been very annoying and unprofessional because instead of asking me for all the required documents at once, every few days I have been asked for another ones.
For the first time on October 24th I sent them 2 sides of my ID, selfie with my ID, bank statement and the screenshot of my Jeton wallet with my personal details.
On 27.10 I was sure that there is no more to do in this matter because I got an e-mail from them that my documents have been approved and my account is fully verified but on the next day they have asked me for another selfie with my ID so I have done it.
After another 2 days they have asked me for sending my passport and selfie with it or my driving licence and selfie with it so I have done it.
On 6.10 they sent me this e-mail.
"Dear Jakub,
Your profile, including both the documentation and activity sections, is currently under review due to some suspicious activity. We will inform you once the relevant department has reached a final decision regarding the review.
Thank you for your patience and understanding.
Best regards,
PlaceBet"
This is my response which I have sent them.
"Hello,
What kind of suspicious activity do you mean? I am 100% sure that I have been playing according to your terms all the time. Before I started playing I asked your consultant on the live chat about the games which I can play and max bet which I can place when I have an active bonus. Transcript of this chat is saved on my computer.
What is wrong with my documents?
I am waiting for comprehensive explanations. I wouldn't like to be forced to write complaints and bad reviews on ***(username ***), casino.guru (Mixer) and so on. I am a member of these gambling communities since many years and I have posted many complaints there already.
I am looking forward to hearing from you as soon as possible.
Kind regards
Jakub ***"
I would like to mention that in the period of 27.10 - 07.11 I have been abroad. If that would be necessary, as a proof of that, I can send you my flight tickets with my name and surname on it. Maybe during that time they have been thinking that I am using VPN because I have been logging into my account few times but I haven't been even playing then.
Another suspicious thing is why they have been asking me for more and more documents for a such long time as 17 days and after all they have accused me for using VPN.
Thank you for sharing all the details, Mixer.
I understand why this feels unfair to you, especially after such a long and confusing verification process.
Based on what you wrote, there is one important point to keep in mind.
Casinos cannot really tell the difference between a player who connects from another country and a player who uses a VPN. From their perspective, it looks quite the same. Since you said that you were abroad during part of this time and that you logged into your account a few times, the casino may have thought that you were hiding your real location.
If they did not know that you were travelling, their system or their risk team could easily take those foreign logins as a sign of VPN use. This would explain why they reached this conclusion even if you never used a VPN.
May I ask something? Did you tell the casino that you were connecting from a different country at that moment? Without this information, they can really think you were using a VPN, especially if you logged in through public wifi or other unstable networks.
In any case, I believe the complaint you submitted will focus on understanding the events fairly, since it is the starting point for possible resolution.
Hi Radka,
As you can see in my post (I know that it is very long), I have already informed them about that. It is this part when I replied to their e-mail where they informed me about confiscation all my winnings (I pasted it below). They have ignored it. Anyway I have been playing only in 1 slot from Thunderkick and it is not forbidden to play games from this provider in Poland.
"Hi,
Send me a proof that I had VPN turned on when I have been playing at your site. I don't agree with it. I have been at home in Poland during that time. I didn't need to turn on VPN for any reson. The slot which I have been playing in is from Thunderkick provider which games are available to play for Polish players.
For last 2 weeks I have been abroad and I have flight tickets with my name and surname on them and shopping receips as a proof of that. During that time it is possible that I have been logging into my account but I haven't been playing in any game then.
If you don't send me this proof until 3 p.m. tomorrow I will post reviews and complaints with the same request on *** (username ***) and casino.guru (Mixer).
I am looking forward to hearing from you.
Kind regards
Jakub ***"
Hello Jakub,
The more you share, the more I think it's better to wait for the complaint to investigate all the events.
Thank you for the follow-up, though. I was asking if you told the casino before your trip, not after they seized your winnings. Not sure if we are on the same page here. But you truly do not have to worry about it now.
In any case, for some casinos, simply using a VPN without prior consultation violates the rules; however, I agree that such a rule should not be applied automatically and should instead be supported by evidence demonstrating that the player used it to gain an unfair advantage.
Yes, it is an uneasy situation, and I would also request the evidence. My colleagues will investigate the casino's actions thoroughly.
Payments method deposits and withdrawals are deactivated to my account. Casino answers to me that is a general problem. Is there anyone else who tried to withdraw or deposit to casino last week and faced the same problem?
This is casino's answers
I would say that in this case, it will be necessary to be patient. If they are working on updating the payment methods, unfortunately there is nothing we can do about it. However, I would check from time to time to see what stage it is at so that I know whether it is possible to make a withdrawal or not. That would probably be the most sensible thing to do.
If this period exceeds 14 days, we will try to help you if you have not received the money, would that be okay?🙂
In these cases most times clients of casino loosing their money.
Still withdrawal and deposit options are unavailable
Sadly, it is indeed unfortunate when players lose their patience. And to be fair, I perfectly understand it's difficult to resist when everything is against you, and players shouldn't be treated this way.
However, please be patient.
Keeping the money is the only way to confront the casino with their payout practices. Thank you for submitting the complaint. I hope it won't take long to reach the resolution.
I have the official complaint about them. After accusing me of many things without giving any evidence they have stopped responding lately. It doesn't look promising. I hope that it will change and there is still a chance that I will get my winnings.
The complaint has been closed? Oh, I was hoping to see the casinos' response...
You did what you could, even posting an update on the forum, which is very appreciated. If this casino is ever willing to discuss possible index improvements, the first step will always be to address unresolved cases. That's our rule, and there is no way around it.
It's always a shame to see the complaint ignored when proof should have been presented.
Hopefully someone from the casino will understand the importance of addressing issues soon. 🤞
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