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Dear Dedeuko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

"Letsbet24 reserved the right to terminate the account if it suspects the User’s country of origin is restricted. The up-to-date list of restricted Countries can be obtained by email request. If Letsbet24 suspects that registered account might be opened by a customer from the restricted area and the further verification will confirm this suspicion, such an account will be terminated. Letsbet24 reserved the right to refuse to pay out for this account (except the User’s assets legitimately transferred to the account of Letsbet24). All fees of such transactions shall be covered by the User."

I would like to emphasize a very important fact from our Fair Gambling Codex:  

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

"For a casino to be classified as a 'fair casino' or a 'fair and safe casino' by our review team, it must not allow players from restricted countries to create an account and play. The check for restricted countries must be done during the account-creation process."

"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."

Dedeuko, I would like to ask you to confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account and you selected Belarus 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. Finally, please advise if you have played any of your funds or your account was recognized as being from a restricted country straight after depositing? 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

I didn’t use Vpn, I made two deposits, I lost the first and won the second, I calmly played and uploaded the documents immediately after registration, but when I put it to the conclusion problems started. And two weeks after I started playing in this casino, a friend of mine played, the same from Belarus and he was all taken out without question. When registering, he indicated the country Belarus

Vpn я не использовал, я внес два депозита, первый я проиграл а со второго выиграл, я спокойно играл и загрузил документы сразу после регистрации, но когда поставил на вывод начались проблемы. А за две недели как я начал играть в этом казино, играл мой знакомый, то же из беларуси и ему все выводили без вопросов. При регистрации указывал страну Беларусь

Dead Dedeuko,

Could you please confirm that you’ve submitted Belarus as well, when opening your account? Thank you very much.

It’s perfect. Thank you very much Dedeuko for providing all the necessary information. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Dedeuko,

Thank you for being patient. I would like to invite Letsbet24 Casino into conversation. Additionally, since the player didn’t receive refund yet, could you please provide a tracking number for the transaction or a payment receipt? Please forward all the relevant documents to my email address yuliia.k@guruadmins.com. Thank you in advance.

Hello Yuliia,

My name is Patrick and will be more than happy to assist you in this claim. I will try to respond to all pointed issues respectively.

1. Player registration. We do not check/verify clients at the time of registration. We have over 200 registrations per day and it is not possible to check the Player's details within seconds which Client spends on this process. Our Verification Department deals with it at the time of first withdraw request. We have that clearly explained in our Terms and Conditions. Also please note that Client would not be able to register with our platform until he will confirm he read and understand all of Terms and Conditions. This includs User "deudeko23".
2. Our system is the state of the art software but it doesn't mean it can not be cheated. Using VPN can certainly "full" it. Also after registration Client have the full control over his account. He can always change his Country details because Users many times live in other Countries that their originate from. Since we need to have a corelation between documents send for verification process and actual place of living this ability let the player change that later since that information is usualy not know by them at the time of first registration.
3. Deposit refund. Since this Client already made the first deposit and used that without a verification process, our system flag his accout as restricted area when the Client tried to make a withdraw. Because of that we were not able to refund his deposit the way he made the initial payment. He was send an email with a request to provide his bank account details to transfer that money over to his account. Our Terms and Conditions in section 29.7 and 29.10 allows Letsbet24 to make a payment to the User of our choice. We haven't received the respond from the User yet. The case is open with "waiting for User respond" flag as we speak.

Regards,

Patrick

Verification Team

I did not receive any request for a bank account. I made two deposits with Skrill, let it be returned to him.

Я не получал никакого запроса на предоставление банковского счета. Я делал два депозита со Skrill, пусть на его и вернут.

And I would like Letsbet24 to publish a list of banned countries.

И хотелось бы чтобы Letsbet24 опубликовал список запрещенных стран.

Dear User,

When you signed in for Letsbet24 platform you were obligated to read and confirm that you understand its Terms and Conditions. There is no hiden rules and the Policy is transparent. The Sections:

9.2 Gambling in any form is illegal in specific jurisdictions and the use of the content on this website in violation of any federal, state or local laws is prohibited. You are encouraged to review the gambling legislation in your region before engaging in any activity that may violate the local laws in the country, province, state or city in which you reside. Registering and gambling with Letsbet24 is not allowed for Players from the restricted Countries.

9.3 Letsbet24 reserved the right to terminate the account if it suspects the User’s country of origin is restricted. The up-to-date list of restricted Countries can be obtained by email request. If Letsbet24 suspects that registered account might be opened by a customer from the restricted area and the further verification will confirm this suspicion, such an account will be terminated. Letsbet24 reserved the right to refuse to pay out for this account (except the User’s assets legitimately transferred to the account of Letsbet24). All fees of such transactions shall be covered by the User. 

We have never received your email requesting the list. Due to internal reasons this information cannot be public and is offered only for registed Users. Considering the changes of eGambling Law, the restrickted Countries list variouse every time. We can not be hold responsible for legal aspects changes in particular areas.

If you have a more questions regarding your issue please send the request from your account panel. We will not share any sensitive details on public chat such Casino Guru.

Why haven’t you still returned my deposits? I made them with Skrill, please return them to Skrill.

Почему вы до сих пор не вернули мои депозиты? Я делал их со Skrill , будьте добры вернуть их на Skrill.

Dear Letsbet24 Casino,

Can you explain what is the main problem in this situation, please? Since the player didn’t receive refund yet, could you please provide a tracking number for the transaction or a payment receipt? Thank you in advance for your reply.

Dear Juli,

If You read the the case more carefuly You will see the problem is not on Letsbet24 side. We have asked the Client to provide Bank Details to make a return. This request was made to him personaly by email and You can read that information also here. Unfortunately, Client did not respond to us yet. It is not us to blame for his silance in this matter. Also, please note that we've asked to keep sensitive data out of public access. We will not provide any details of Client account, his operations or private data here.

Regards, Patrick

Are you kidding me? You did not request by email. I have already sent you 3 messages, you do not even reply.

Вы издеваетесь? Не делали вы запрос по электронной почте. Я вам уже 3 сообщения прислал, вы даже не отвечаете .

Hello,

Is there any new information regarding your case? Thank you in advance for your reply.

They never wrote me after that, I sent them several messages including the details of the card I want to receive money for, as a result there is no answer, the account is closed and no one returned the money to me

Они мне ни разу не написали после этого, я им оправил несколько сообщений в том числе с реквизитами карты на которую хочу получить деньги, в итоге ответа нету аккаунт закрыт и денег никто мне не вернул

Dear User,

We have never received your account details. Our email address is published on www.letsbet24.com/contactus. Until your details will be sent to us we will not able to proceed with the refund.

Regards,

Patrick

Dear User,

We strongly recomend to not provide any sensitive information on the public chanel. This is the most unsafe way of providing details such eg. Bank Account. Also. please note that you send the chat info durring off-line session. We do not receive such messages. We will note your data on our system and respond to you by email. We suggest to not share any more information on public chat as this one.

Regards,

Lestebt24 Verification Department

if you answered me, then I would not have to send messages to this chat

если бы вы отвечали мне , то мне не пришлось бы отправлять сообщения в этот чат

Dear Lestebt24 Casino and player, please note that all information containing sensitive data are carefully reviewed and marked as sensitive in our system, only casino, player, and we can see them.

Good afternoon, letsbet24 wrote that he would send the money today

Добрый день, letsbet24 написал что отправит деньги сегодня

Hello,

Please, update us when funds are received.

More than a day passed, but they did not return the money to me (

Прошло более чем сутки, но мне так и не вернули деньги (

Dear User

The payment was scheduled yesterday according to your instruction. We have no control over the banks. It was non sepa transfer so it might take up to 7 days to reach your account. Please be aware that applicable fees have been deducted from your deposit. Additional fees may be charged by your bank for international transfer. Please read OUR TERMS AND CONDITIONS.

Dear player

You should have your money on your account.

Could you please confirm it?

Thanks.

Unfortunately, the money has not yet been returned, today is just the last day, so I'm still waiting.

К сожалению деньги еще не вернули, сегодня как раз последний день, так что еще жду.

7 days passed, I received no money. And letsbet24 says nothing about this.

Прошло 7 дней, денег мне не поступило. И letsbet24 ничего по этому поводу не говорит.

Let me know when you restore and send, and by the way I immediately said send me on Skrill

Сообщите когда восстановите и вышлите, и кстати я сразу говорил отправить мне на Skrill

Here is a quotation from our fair gambling codex (https://casino.guru/fair-gambling-codex-for-casinos) that we use as a guideline for judging complaints: 

If a player is able to access the casino's website, open the registration form, create an account, deposit and play, it's understandable that they assume that they are allowed to play at this casino. 

It is not acceptable to let players gamble if a casino knows that they are from a restricted country and if the casino plans to refer to the rule about restricted countries whenever a player requests their first withdrawal. This is completely against the rules of fair play, as the casino is knowingly letting a player wager money without a chance to actually win something in return. Many casinos claim that this is difficult or impossible to implement into their systems, but it is simply about comparing the player's country of residence with the list of restricted or allowed countries; therefore, we do not consider it to be that difficult on a technological level. 

We would like to emphasize two points in this particular complaint. 

First of all, the player stated his country in the registration form. It’s really simple for a casino to check it against list of restricted countries. 

The second point is the fact that restricted countries for this casino aren’t mentioned in the T&Cs. 

Our conclusion is that we consider this practice from the casino to be predatory and our position is that player should get all of his winnings.

I completely agree with you, on account of the fact that the rules do not have a list of prohibited countries from their words, they only provide it by email, but I requested this list from them and no one sent it to me.

Полностью с вами согласен, на счет того, что в правилах нету списка запрещенных стран с их слов они предоставляют его только по емаил, но я запрашивал этот список у них и мне никто его не прислал.

In regards to Casino Guru above letter, Letsbet24 states as follow:

We accept the above statement as Casino Guru suggestion only. Since this site is created for information purposes it is not your duty to decide about the rules of any casino platform. We fall under strict Curacao Gaming procedures that accepted our and many other Casino's Terms as legally correct. 

As explained before on a couple of occasions the User must confirm that he read our Terms and Conditions before he will register. There is no possibility to register and play on the Letsbet24 platform without agreeing that all rules were read and understand. The same Terms and Conditions inform about certain restrictions and provide more information on User requests. This client confirmed that he read these Terms and accepted them. Not knowing the rules should not explain the client to break them.

As mentioned above the valid registration is a complicated procedure for many Casinos that requires a lot more than just simply comparing. Today's users use VPNs, are citizens of many countries, and live in others. As mentioned, technology can be and many times is fulled by Players to gain regular income. Letsbet24 is not alone here and since Casino Guru is only rating platform and does not have enough experience regarding gambling and sports booking software, it would be much appreciated to not advise in this matter.

During the registration process, Letsbet24 must rely on data provided by customer without any hard copy confirmation. This is a well-known, the general rule in most online casinos. Clients confirmation is required at a later stage. The reason for it that no Casino and Clients are certain about playing in a particular platform until the Player will fully check it. Because many games are accessible only after registration, Clients register only to see if they like it. Verification of a Client in the initial stage of registration will discourage them from playing. So again, Casino Guru having no experience should not provide any advice on this matter.

The client's account has been closed permanently due to not comply with Sections: 1.2; 9.1; 9.3; and this decision is reversible. His deposit has been refunded with respect to Section 9.3. No further reimbursement will be made.

Are you adequate? Your rules do not indicate countries that are prohibited !!! And you gave me the opportunity to make a deposit and, accordingly, if I lost everything, then you would not have returned anything to me. This is a fraud and a fraud on your part. And what does vpn have to do with it? When registering, I indicated the country of Belarus, if it is forbidden to play in your casino, then simply remove it from the list so that you could not register. And one more thing, my friend played in your casino and he is the same from Belarus and he had no problems with winning. You force me to complain to kurasao.

Вы адекватны? В ваших правлах не указаны страны которые являются запрещенными!!! А еще вы дали возможность мне сделать депозит и соответственно если бы я все проиграл, то вы бы мне ничего не вернули. Это обман и махинация с вашей стороны. И при чем тут vpn? При регистрации я указал страну Беларусь, если она запрещена для игры в вашем казино тогда просто уберите ее из списка, что бы не смогли зарегистрироваться. И вот еще что, мой знакомый играл в вашем казино и он то же из Беларуси и у него нн возникло никаких проблем с выигрышем. Вы вынуждаете меня пожаловаться в kurasao.

And you didn’t fully return my deposit of 150 euros, 30 euros less because of your mistake.

И мой депозит в 150 евро вы вернули не полностью, на 30 евро меньше из-за вашей ошибки.

Dear Letsbet24 Casino,

It's true that Casino Guru is an informational website. And we can't force a casino to do what we think is right. If a casino treats its customers unfairly, we can only give it a worse rating, so that other players will know that not everything is right. In our opinion, a good casino must go much further than just following legal obligations. And treating customers fairly is the first necessary condition for being a good casino.

We don’t agree that checking if player is from a restricted country is hard to implement. Actually, it's very easy. Please note that we're not talking about full player verification. If some player lies about their country, it's only logical that you find out only after full verification. But this player filled all information truthfully, so we believe a good casino should never allow him to play.

In our opinion, the way the player was treated is definitely unfair, as he there was a chance for him to lose money, but not a chance for winning. If the casino does not change this decision, it may create a suspicion that they're doing this on purpose to gain money without any risk. Even if this wasn’t the case here, we still believe this decision is unfair and we will decrease the casino’s rating.

Dear Juli,

Letsbet24 is obligated to look after every one of its Clients equally. We cannot and will not favorize one over the others, especially when the "others" break the rules. We are on the market long enough time to verify our Players fairly. We also have procedures that are the same as other famous Casinos like Betfair, William Hills, etc. This particular player was using a VPN device/Software on purpose and such behavior falls way behind "truthfully" as you tried to convince us that it was. He has been returned his deposit according to our rules that he accepted at the time of registration. He also accepted the fact that we can and we will ban his account after unsuccessful verification. Nothing was hidden from the Player and all information was clearly explained to him before registering. In light of the above fact we do not agree to be scored lower according to this particular case. Until our fault will not be proved with hard evidence we consider our decision of excluding this player from the list and forbid him to register with us again. 

I do not use vpn, I do not hide anything or try to cheat. Your accusations are baseless. And the fact that you are trying in different ways to fool me and this site is already talking about your reputation. Plus, in this dialogue you have never answered me personally. You just ignore me.

Я не использую vpn, я ничего не скрываю и не пытаюсь обмануть. Ваши обвинения безпочвенны. И тот факт что вы пытаетесь разными путями обмануть меня и этот сайт уже говорит о вашей репутации. Плюс к этому в этом диалоге вы ни разу не ответили мне лично. Вы меня просто игнорируете.

I want to ask Letsbet24 Casino to send us proof that dedeuko was using a VPN device/Software on purpose. Please send all evidence to my email: yuliia.k@casino.guru.

Thanks in advance for your reply.

Dear Mr. Laskov,

We do not want you to get the feeling of being ignored by Letsbet24 so we have emailed you with the invoice of the outstanding balance that your account shows after its closing. Please note that your initial deposit of 710 EUR and total withdraw of 930 EUR both created a negative balance of 220 EUR on your account that we kindly ask you to pay back. Since your winnings and withdraws were made under circumstances of your illegal gambling, this amount should be returned to Casino. Please follow the details shown on the invoice and pay it within the next 7 days.

Regards,

Financial Department

Dear Letsbet24 Casino,

Unfortunately, after a lot of dialogues with Casino representatives, we were unable to convince them that this player should be paid and their "decision" is set wrongly. We believe in different values and practises.

From our perspective:

If a player is able to access the casino's website, open the registration form, create an account, deposit and play, it's understandable that they assume that they are allowed to play at this casino. 

Our conclusion is that we consider this practice from the casino to be predatory and our position is that player should get all of his winnings.

Because of that, we mark this complaint as "unresolved" with classification Against Fair Gambling Codex. 

Dear Dedeuko,

I understand this isn't a satisfactory solution to your issue, but that’s all that can be done now. I really wish I could be of more help. I hope you won't come across a problem like this again. If the casino decides to reconsider, we will reopen the complaint and you will be notified by email.

Best regards,

Juli