OdinBet Casino - El retiro del jugador se retrasa debido a restricciones de la cuenta.

Hello. I have created account at odinbet. From my personal ip. So the sites was available from Russian ip. I have checked their T&C and Russia was not in the list of restricted territories. I made deposit with bonus and was lucky to get some big wins. After successfuly wagering the bonus i have left with 4000 usd. I needed to make level 2 kyc. Level 1 is just filling the lines about name, surname, dob and adress. And aslo choosing the country, i have chosen Russia, as it was presented among other countries. Level 2 is uploading id ( passport in my case) and selfie with id. I successfuly uploaded it and wanted to make withdrawal request. But i was not able to do that as i was requested to complete level 3. It is proof of address. I have uploaded bank statement, but they have not aceppted it and i uploaded internet bill. But then i found out that i have only 100 usd intead of 4000 usd on my balance. I asked for the reason, they said it because i am from Russia and they do not accept players from Russia. But as i said it was not written anywhere that they do not accept players from Russia. I think it is not fair. If i lost my deposit, i doubt they return my deposit. But when i win, they refuse to pay. I will attach all proofs i have. But please take into account that i have no communication with them, as they do not communicate via emails, onyl via live chat, but there is no chat history.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with OdinBet Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Did you fill out your player profile correctly, including your address and other personal details?
• Can you please confirm that Level 1 and 2 (in which the country was already specified) were marked as completed before you started Level 3?
• Were your winnings confiscated only after you submitted documentation for proof of address (Level 3)?
• Do I understand correctly that your account is still open, as the casino awaits your request for a withdrawal of your initial deposit?

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,

Natalia

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Stay safe.

1. No, of course i have not used vpn or ip-masking software
2. Of course i filled all corectly, i know how important it is for casino and for successful verification.
3. Yes of course it was completed before i started level 3 kyc, it is imposiible to start next level untill previous one is confirmed.
4. I think yes, i do no remember exact moment, but after uploading internet bill i decided to check the status of verification and noticed that my balance is 100$
5. Yes my account still open and casino awaits me to withdraw my deposit. However i have deicede not to touch my deposit, since i decided to wait a bit and try to solve this problem with your help

Natalia i have decided to ask the support if the Russia is allowed or not. Look what they have answered.

Thank you very much for your replies! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Natalia, i have already said in my first message that i have no communication with them. They do not send any emails and live chat message are not saved. All chat are deleted after operator closes the chat.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite OdinBet Casino representative to join this conversation.

Dear OdinBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the 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’ which may negatively affect its rating.

Hello, Mirka can you please additionally contact Odinbet, since i think they do not even know that there is a complaint ( or maybe just do not want to reply)

P.S. Now their website is not available from Russia.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

I am sorry I could not be of more help on this occasion.

Best Regards,

Mirka