Question about online casino regulations

Novato

Canadá

há 7 meses

OriginalTradução

Does anyone know if it's illegal for a casino to allow you to play games that aren't allowed in your country for a long time and then take away the ability to play those games. Are there repercussions for online casinos that do this. I playing live games at an online casino and spent a lot of money on these games and then all the sudden they were gone and I wasn't allowed to play them anymore. Am I entitled to compensation if the casino messed up and allowed me to play these games that weren't allowed for me to play? Also when I asked the casino to send me my bet history they said that this was impossible..... are casinos allowed to do this or are they regulated that they have to provide betting history whenever asked?

Radka

Kezlor

Social Media & Community Specialist

Kezlor

há 7 meses

OriginalTradução

Hello,

There are a few points I'd like to mention:

The game restrictions change with the provider's marketing strategies and local regulations. So to me, it seems logical, that once the games are no longer available for you, they vanish, so you can't play them anymore.

Because gambling is a very competitive industry, casinos constantly seek an advantage over the competition. In order to keep their players satisfied, some casinos allow you to play restricted games, risking the game providers', or even the licensing authority's, wrath, on the other side.

Yet, players should never be punished for such a decision.

So, as long as the casino pays out your winnings fairly, even winnings from restricted games they deliberately decided to offer to you, I see little room for any compensation, because nothing of this could actually affect your chances to win.

When it comes to the betting history, I'd say the casino must have it available, at least for some time. Only something on the same level as serious technical issues might be a reasonable explanation.

So, have you got further details, please?

Kezlor

Novato

Canadá

há 4 meses

OriginalTradução

Olá, muito obrigado por me retornar. Desculpe por demorar tanto para responder, estou lidando com o winspirit em um assunto separado e também espero que você possa me ajudar, porque envolve ganhar muito dinheiro. Quando se trata de solicitar o histórico de apostas, recebo e-mails mostrando que disseram que o sistema deles não é capaz de me fornecer essas informações, o que considero errado. Eu realmente preciso disso para uma situação em que eu estava pagando uma bola de fogo da mega sorte. Eu estava jogando aquele jogo fiz uma aposta a APOSTA foi aceita e o jogo começou, nesse momento a conexão foi perdida no meu celular e quando ele atualizou o jogo ainda estava jogando e dizia que eu precisava esperar pelo próximo jogo mesmo que o dinheiro foi tirado do meu equilíbrio. o jogo atingiu um bônus, um bônus muito grande, mas não recebi nenhum dos ganhos daquele jogo vencedor. na verdade, isso aconteceu duas vezes em que fiz a aposta, a APOSTA foi aceita, o jogo começou e a conexão foi perdida nas duas vezes em que o dinheiro foi retirado do meu saldo e nenhum ganho foi ganho, isso aconteceu no mesmo dia. Entrei em contato com o suporte de ajuda e eles não mostraram nenhum histórico disso e solicitei meu histórico de apostas porque eles poderiam ver que o dinheiro foi retirado do meu saldo. Acredito que eles deveriam poder ver sempre que o dinheiro entra ou sai do seu saldo e isso provaria que minha aposta foi aceita. No entanto, o dinheiro voltou para o meu saldo mais tarde naquele dia, mas não era isso que eu queria. os jogos em que apostei foram grandes vencedores porque o bônus foi atingido, então perdi muito dinheiro ao qual deveria ter direito. Pedi repetidamente o histórico de apostas ou saques do meu saldo, mas fui informado de que eles não conseguiram fazê-lo devido às capacidades de seu sistema. Tenho e-mails e capturas de tela de todas as nossas conversas, mas nada foi resolvido. Nunca recebi os ganhos que deveria ter recebido. E hoje mesmo eu estava jogando um jogo e ganhei $ 50 quando saí do jogo, os ganhos não estavam aparecendo. Eu iria novamente para ajudar no suporte e perguntar a eles sobre isso e eles disseram que o registro não mostra tal coisa, graças a Deus, tirei capturas de tela do o histórico do jogo mostrando claramente que ganhei esse dinheiro e fui imediatamente informado de que eles teriam que encaminhar o problema para o Departamento de Jogos. Também tenho o histórico de conversas e capturas de tela. Em relação à minha postagem original, consegui jogar os jogos que eles disseram que eu não tinha permissão para jogar e quando perguntei sobre o histórico ruim, eles disseram que não podiam por causa das capacidades de seu sistema. Você pode me ajudar no que posso fazer? Estou muito chateado com os dois jogos em que deveria ter ganhado muito dinheiro e espero realmente que você possa me ajudar de alguma forma.

Hello thank you so much for getting back to me. Sorry for taking so long to reply I've been dealing with winspirit on a separate issue that I'm also hoping you can help me with because it involves winning a lot of money. When it comes to asking for bet history I have emails showing that they said their system is not capable of getting me this information which I think is wrong. I really need it for a situation in where I was paying mega lucky ball fire blaze. I was playing that game I made a bet the BET was accepted and the game started, at that point connection was lost on my phone and when it refreshed the game was still playing and it said I needed to wait for next game even though the money was taken out of my balance. the game hit a bonus a very big bonus but I was not paid any of the winnings from that winning game. this actually happened two times where I made the bet the BET was accepted the game started and then the connection was lost both times money was withdrawn from my balance and no winnings were won, this happend the same day. I contacted help support and they showed no history of this happening and I asked for my bet history because they would be able to see that the money was withdrawn out of my balance. I believe they should be able to see anytime money goes in or out of your balance and this would have proven that my bet was accepted. The money did however go back into my balance later on that day but that is not what I wanted. the games that I bet on were very big winners because the bonus was hit so I was out a lot of money that I should have been entitled to. I repeatedly asked for bet history or withdrawal history from my balance but was told that they were unable to do so because of the capabilities of their system. I have emails and screenshots of all of our conversations but nothing was resolved I was never given the winnings that I should have received. And just today I was playing a game I won $50 when I exited the game the winnings weren't showing I would again went in to help support and ask them about it and they said record show no such thing thank goodness I took screenshots of the game history clearly showing I won this money and was immediately told that they'd have to escalate this to the games Department. I also have the conversation history and screenshots. In regards to my original post I was able to play the games that they said I wasn't allowed to play and when I asked for bad history they said they weren't able to because of the capabilities of their system. Can you help me on what I can do I'm most upset about the two games in which I should have won a lot of money and I'm really hoping that you can help me out somehow.

Radka

Kezlor

Social Media & Community Specialist

Kezlor

há 4 meses

OriginalTradução

Hello! It's nice to see you back. However I have to say the occasion is not that bright the more I read bout your issues,..

Let me put it this way: It appears to be quite a complicated matter, which could surely use thorough examinations. Do you still remember the complaint feature? Anyone who needs help with anything related to casino games and terms is welcome to submit a free-of-charge complaint. In my opinion, you should try that.

The first step is quite easy, just use this link 👈 to create the complaint. Feel free to insert your copy/pasted previous post, I believe that should be enough for the start. Assemble all relevant communications, screenshots, and emails you can gather because soon after the complaint is published, you will be most likely asked to paste all additional info you can.

Do you think you can do that?

Question about online casino regulations

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