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I hereby wish to file a complaint as this casino has refused to pay my 300 euros. Allow me to explain from the beginning. I created an account with this casino some time ago. My documents were verified without any hitch, and I made my first deposit using cryptocurrency, which I subsequently lost. Approximately 7 days ago, I made another deposit, this time using Skrill. I once again provided a screenshot from Skrill to validate my payment method. Everything was verified promptly. However, I encountered a problem when I tried to make my first withdrawal from this casino.
After placing my withdrawal and waiting for 2 days, I received an email from the casino stating "your account has been closed, and your winnings seized, as your country is not accepted". Now I ask, why did they verify my documents in the first place and not just close my account immediately? In the email, they asked me to provide my Skrill details so they could refund my deposits, but it's been 4 days, and I am yet to receive the refund.
What is your take on this, Casino Guru? Am I entitled to the 300 euros I won, or just my deposits?

Please assist me.

Venho por este meio, deixar minha reclamação, este casino recusou-se a pagar meus 300 euros, vou contar do começo, eu criei conta normalmente neste casino faz algum tempo, verifiquei meus documentos sem qualquer problema, meu primeiro deposito foi com cryptomoeda, mas perdi, à cerca de 7 dias atrás, eu depositei novamente mas usando Skrill, eu enviei mais uma vez uma captura de tela da skrill para verificar o metodo de pagamento skrill, tudo foi verificado em instantes, o problema chegou quando tentei fazer meu primeiro levantamento deste casino, coloquei meu levantamento e demorou 2 dias até receber um email do casino a dizer " sua conta foi fechada, e seus ganhos confiscados, porque o seu país não é aceite", mas agora eu pergunto, porque voces verificaram meus documentos?? e não fecharam logo a conta no mesmo instante???, eles disseram no email para eu enviar meus detalhes da minha skrill para efectuarem um refund dos meus depósitos, mas ja passaram 4 dias e ainda não recebi meu refund? oque acha casino guru, eu mereço meus 300 euros ganhos, ou apenas meus depositos?

por favor me ajudem

Dear Alexandreruina,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Run4Win Casino.

I checked the website and currently it seems that players from Portugal are not accepted, what's more, Portugal seems to be among restricted countries

"Users from the following countries and their territories ("Restricted Countries") are not allowed to deposit and play real money games: United States of America, United Kingdom, (...) Philippines, Pitcairn, Poland, Portugal, Puerto Rico, (...)"

Our position is clearly explained in our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

If the casino allows a player from a restricted country to play (...), 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.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise when exactly have you registered the account in the casino?
• When was your initial verification in the casino complete?
• Have you indicated Portugal as your country either when making a registration or later in your casino profile?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello, I checked my account at the time of the first deposit, the account was verified in a few moments, they allowed me to play, and on the last deposit that generated the 300 euros won, I placed another skrill document, this document was once again approved almost immediately, and once again they allowed us to play, so I think they should pay the 300 euros won, I already received a refund of 40 euros, so there are another 260 euros to be paid

Ola, verifiquei minha conta no momento do primeiro deposito, a conta foi verificada em pouco momentos, permitaram que eu joga-se, e no ultimo deposito que gerou os 300 euros ganhos, eu coloquei mais um documento skrill, esse documento foi mais uma vez aprovado quase no imediato, e mais uma vez permitiram que joga-se, por isso acho que eles devem pagar os 300 euros ganhos, eu já recebi um refund de 40 euros, por isso faltam mais 260 euros a serem pagos

We'll contact the casino and ask for assistance, however, I would like to ask you if you reply to my questions first.

• When was the first time you checked your account and found your casino account verified?
• Have you entered Portugal as your country in the registration form, or later in your casino profile?

Good afternoon, my account was verified shortly after placing the documents, it was at the same time that I deposited, I checked the verification tab and saw that I had verified the documents, the form, I don't remember if it was during registration or later, but the casino should have closed the account the first time I deposited and verified the account, they shouldn't have allowed me to play, and on the second deposit that generated the winnings of 300 euros, I checked my skrill, they should have closed the account and it won't allow me to play

Boa tarde, a minha conta foi verificada pouco tempo depois de colocar os documentos, foi na mesma hora que eu depositei, eu fui verificando o separador de verificação e vi, que tinha verificado os ducmentos, o formulário não lembro se foi durante o registo ou depois, mas o casino deveria ter fechado a conta logo na primeira vez que depositei e verifiquei a conta, eles não deveriam permitir eu jogar, e no segundo deposito que gerou os ganhos de 300 euros, eu verifiquei minha skrill, eles deveriam ter fechado a conta e não permitir eu jogar

nobody answers? 6 days ago

ninguem responde? faz 6 dias

Thank you for your patience, Alexandreruina. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

thank you very much

muito obrigado

Dear Alexandreruina,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Run4Win Casino representative to join this conversation and participate in resolving this complaint.

Dear Run4Win Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

they allowed me to play, after checking documents, and I won 300 euros, which were confiscated after 3 days of waiting for the withdrawal

eles permitiram eu jogar, após verificarem documentos, e eu ganhei 300 euros, que foram confiscados depois de 3 dias a espera do levantamento

Dear Alexandreruina, Stefan,

I hope this message finds you well. We would like to extend our sincere apologies for the inconvenience you recently encountered, as expressed in your complaint on the Casino.Guru community.

Upon thorough investigation, we have identified an oversight in our verification process related to your registration. Despite being a Portugal citizen, you registered with us indicating Brazil as your location, which was not appropriately addressed during the document verification process. We acknowledge our mistake and sincerely apologize for any confusion or frustration this may have caused.

Unfortunately, due to the discrepancy in your registration information, your winnings were confiscated in adherence to our casino terms. However, in an effort to address the situation, we have manually transferred all your deposited funds back to your Skrill wallet. We hope this helps alleviate some of the inconveniences you have experienced.

Once again, we apologize for any distress caused, and if you have any further questions or concerns, please feel free to reach out to our customer support.

Best regards,

Run4Win Casino Team

You know a lot, first they let you play, you lost if everything was fine, but when you won you closed the account, you know when it's for your side, when it's for our side, you avoid responsibilities, you should have at least paid the earnings

Vocês sabem muito, primeiro deixaram jogar, se perde se tava tudo bem, mas como ganhei fecharam logo a conta, sabe bem quando é para o vosso lado, quando é para o nosso lado, fogem as responsabilidades, voces deviam ao menos ter pago os ganhos

Dear Alexandreruina,

It has come to our notice that your account was registered with a country of residence that does not align with your citizenship, rendering it a restricted country as per our terms and conditions.

In accordance with our policies, we are obligated to close your account, irrespective of any winnings or losses incurred. This procedure is consistent for all players to maintain fairness and compliance with regulatory requirements.

We understand that this situation may present challenges, and we extend our sincere apologies for any inconvenience caused. To mitigate the impact of this closure, please be advised that your account has been compensated for all losses incurred at Run4Win Casino.

Once again, we apologize for any inconvenience, and we appreciate your understanding in this matter.

Best regards,

Run4Win Casino Team

They could have at least closed the account at the time of the checks, on the 2 occasions I checked documents, and not wasted my time

Podiam ao menos ter fechado a conta no momento das verificações, em 2 vezes que verifiquei documentos, e não me faziam perder tempo

Dear Alexandreruina,

We sincerely apologize for any inconvenience caused by our oversight. Your feedback is invaluable, and we are actively addressing this issue to ensure a smoother process in the future. We appreciate your understanding.

Best regards,

Run4Win Casino Team

Hello Alexandreruina,

The casino acted correctly and within its terms and conditions. If your country is not in a registration form, it means you are not allowed to play in the casino. I can only suggest you to not register from different country in the future. Could you confirm if you have received the deposits to your Skrill account?

I'll be awaiting your reply.

Yes, I received the deposits, but when they verified the account they should have closed the account, plus my first deposit was made in Skrill, since crypto is anonymous

Sim recebi os depósitos, mas eles ao verificarem a conta eles deveriam ter fechado a conta, e mais o meu primeiro depósito foi feito em skrill, uma vez que crypto é anónimo

My first deposit was made in crypto

O meu primeiro depósito foi feito em crypto

let them keep the money, maybe they can fill their bellies,

eles que fiquem com o dinheiro, pode ser que encham a barriga,

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.