Kære Ned2908,
Mange tak for at indsende din klage og videresende alle relevante skærmbilleder og kommunikation. Jeg er ked af at høre om dit problem. Jeg har tjekket vilkårene og betingelserne, og det er det, jeg fandt https://www.ibet.com/en-FI/terms :
"Hvem kan spille
For at spille spil på webstedet skal du være:
ikke bosiddende i Japan, Mexico, Chile, Andorra, Argentina, Bahrain, Bangladesh, Bolivia, Brasilien, Brunei, Colombia, Costa Rica, Den Dominikanske Republik, Falklandsøerne, Gibraltar, Guatemala, Honduras, Island, Indien, Irland, Liechtenstein, Luxembourg, Macao, Monaco, Paraguay, Peru, Qatar, San Marino, Sydafrika, Sydkorea, Surinam, Taiwan, Thailand, De Forenede Arabiske Emirater, Vietnam, Albanien, Algeriet, Angola, Anguilla, Antigua og Barbuda, Armenien, Aruba, Australien, Aserbajdsjan , Barbados, Hviderusland, Belgien, Belize, Benin, Bermuda, Bhutan, Bosnien-Hercegovina, Botswana, Det britiske territorium i Det Indiske Ocean, Bulgarien, Burkina Faso, Burundi, Cambodja, Cameroun, Kap Verde, Caymanøerne, Centralafrikanske Republik, Tchad, Kina , Juleøen, Comorerne, Cookøerne, Kroatien, Tjekkiet, Den Demokratiske Republik Congo, Danmark, Djibouti, Dominica, Ecuador, Egypten, El Salvador, Ækvatorialguinea, ritrea, Estland, Færøerne, Fiji, Frankrig, Gabon, Gambia, Georgien, Tyskland , Ghana, Grækenland, Greenl og Grenada, Guernsey, Guinea, Guyana, Haiti, Hongkong, Indonesien, Isle of Man, Israel, Jamaica, Jersey, Jordan, Kasakhstan, Kenya, Kiribati, Kirgisistan, Laos, Letland, Libanon, Lesotho, Liberia, Libyen, Litauen , Makedonien, Madagaskar, Malawi, Maldiverne, Mali, Marianerne, Mayotte, Mikronesien, Moldova, Mongoliet, Montenegro, Montserrat, Mozambique, Myanmar [Burma], Namibia, Nauru, Nepal, Nederlandske Antiller, Ny Kaledonien, Nicaragua, Niger, Nigeria , Niue, Palau, Panama, Papua Ny Guinea, Filippinerne, Pitcairnøerne, Polen, Rwanda, Samoa, São Tomé og Príncipe, Saudi-Arabien, Senegal, Serbien, Seychellerne, Sierra Leone, Singapore, Slovakiet, Slovenien, Salomonsøerne, Sydgeorgien og Sydsandwichøerne, Sydsudan, Sri Lanka, Sudan, Svalbard og Jan Mayen, Swaziland, Schweiz, Tadsjikistan, Tanzania, Togo, Tokelau, Tonga, Trinidad og Tobago, Tyrkiet, Turkmenistan, Turks- og Caicosøerne, Tuvalu, Uganda, Ukraine, Uruguay, Usbekistan, Vanuatu, Vatikanstaten, Venezuela, Wa llis og Futuna, Zambia, Zimbabwe, Afghanistan, Amerikansk Samoa (og andre amerikanske militærbaser), Bahamas, Côte d'Ivoire, Cuba, Curacao, Cypern, Etiopien, Guam, Iran, Irak, Italien, Kuwait, Malaysia, Marshalløerne, Mauretanien, Mauritius, Marokko, Norfolk Island, Nordkorea (Den Demokratiske Folkerepublik), Oman, Pakistan, Portugal, Puerto Rico, Rumænien, Rusland, Somalia, Spanien, Syrien, Storbritannien, USA, De Amerikanske Jomfruøer, Yemen. "
Jeg vil gerne understrege en meget vigtig kendsgerning fra vores Fair Gambling Codex:
https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries
"Den rigtige ting at gøre er at kontrollere, om der er begrænsede lande under kontooprettelsesprocessen, og ikke lade spillere fra begrænsede lande registrere og spille. Hvis kasinoet kender begrænsede lande og også kender spillerens opholdsland, er det ikke et stort problem at håndhæve denne regel.
Hvis casinoet tillader en spiller fra et begrænset land at spille, fordi det ikke har implementeret denne check, skal det acceptere, at det var casinoets fejl og udbetale alle gevinster til spilleren på trods af at de ikke skulle have fået lov til at spil i første omgang, forudsat at spilleren ikke har gjort noget andet, der er imod reglerne. "
Da der ikke er nogen mulighed for at registrere en konto fra et begrænset land (se skærmbilledet nedenfor), vil jeg gerne have, at du fortæller, hvilket land du har valgt, når du åbner din konto. Kan du venligst videresende dine kontooplysninger?
Kan du desuden bekræfte, at du ikke har brugt et VPN (Virtual Private Network) til at ændre din placering, når du åbner kontoen? Din bekræftelse er afgørende for denne sag, og jeg beder ikke om dette for at få dig i problemer, jeg prøver bare at forstå, hvordan kasinoet håndterer sine egne regler. Har du akkumuleret nogen gevinster, eller har du mistet din indbetaling?
Jeg håber, at vi vil være i stand til at hjælpe dig med at løse dette problem så hurtigt som muligt. På forhånd tak for dit svar.
Med venlig hilsen,
Petronela
Dear Ned2908,
Thank you very much for submitting your complaint and forwarding all the relevant screenshots and communication. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found https://www.ibet.com/en-FI/terms:
"Who can play
To play the Games on the Site, you must be:
not resident in Japan, Mexico, Chile, Andorra, Argentina, Bahrain, Bangladesh, Bolivia, Brazil, Brunei, Colombia, Costa Rica, Dominican Republic, Falkland Islands, Gibraltar, Guatemala, Honduras, Iceland, India, Ireland, Liechtenstein, Luxembourg, Macao, Monaco, Paraguay, Peru, Qatar, San Marino, South Africa, South Korea, Suriname, Taiwan, Thailand, United Arab Emirates, Vietnam, Albania, Algeria, Angola, Anguilla, Antigua and Barbuda, Armenia, Aruba, Australia, Azerbaijan, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bosnia and Herzegovina, Botswana, British Indian Ocean Territory, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde, Cayman Islands, Central African Republic, Chad, China, Christmas Island, Comoros, Cook Islands, Croatia, Czech Republic, Democratic Republic of Congo, Denmark, Djibouti, Dominica, Ecuador, Egypt, El Salvador, Equatorial Guinea, ritrea, Estonia, Faroe Islands, Fiji, France, Gabon, Gambia, Georgia, Germany, Ghana, Greece, Greenland, Grenada, Guernsey, Guinea, Guyana, Haiti, Hong Kong, Indonesia, Isle of Man, Israel, Jamaica, Jersey, Jordan, Kazakhstan, Kenya, Kiribati, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Lithuania, Macedonia, Madagascar, Malawi, Maldives, Mali, Mariana Islands, Mayotte, Micronesia, Moldova, Mongolia, Montenegro, Montserrat, Mozambique, Myanmar [Burma], Namibia, Nauru, Nepal, Netherlands Antilles, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Palau, Panama, Papua New Guinea, Philippines, Pitcairn Islands, Poland, Rwanda, Samoa, São Tomé and Príncipe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, South Georgia and the South Sandwich Islands, South Sudan, Sri Lanka, Sudan, Svalbard and Jan Mayen, Swaziland, Switzerland, Tajikistan, Tanzania, Togo, Tokelau, Tonga, Trinidad and Tobago, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, Uruguay, Uzbekistan, Vanuatu, Vatican City, Venezuela, Wallis and Futuna, Zambia, Zimbabwe, Afghanistan, American Samoa (and other US military bases), Bahamas, Côte d’Ivoire, Cuba, Curacao, Cyprus, Ethiopia, Guam, Iran, Iraq, Italy, Kuwait, Malaysia, Marshall Islands, Mauritania, Mauritius, Morocco, Norfolk Island, North Korea (Democratic People's Republic of), Oman, Pakistan, Portugal, Puerto Rico, Romania, Russia, Somalia, Spain, Syria, United Kingdom, United States, US Virgin Islands, Yemen."
I would like to emphasize a very important fact from our Fair Gambling Codex:
https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries
"The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.
If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules."
Since there is no possibility to register an account from a restricted country (see the screenshot below), I would like you to advise which country you have chosen when opening your account. Could you please forward your account details?
Additionally, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Have you accumulated any winnings or you’ve lost your deposit?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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