BetToGoal Casino - Игрока обвинили в использовании VPN.

Dear DanielStasiak,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify the dispute value (€118 )? Has the casino confiscated these funds due to allegations of VPN use?

Have you tried explaining the situation to the casino? Would you be so kind as to send me all the relevant communication between you and the casino so we can gather as much information as possible? My email address is kristina.s@casino.guru.

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,

Kristina

have been canceled due to VPN use, they provided an IP address that belongs to my provider, I don't know for what purpose I would use vpn with Polish IP address, if all other addresses are also Polish, so I'm not hiding my location.

I logged in from many different IP addresses and they accused me of using a VPN in one day, which was a surprise to me.

I tried to explain it to them, but it's a strange casino that doesn't seem to understand that this IP address belongs to my provider P4, which is one of the largest internet service providers in Poland.

from what i can see the other complaints are about the same problem.

bettogoal should consider if everything works fine if using the internet from domestic providers, the software they use shows as VPN.

since I have never used an ip from another country on the bettogoal site, using a VPN is to hide the location, a serious casino would consider that the player's action is not intentional and he does not do it to cheat the casino.

IP address that is a VPN for them belongs to my ISP, it cannot be a VPN.

Thank you very much for your reply, DanielStasiak. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

unfortunately, they did not reply to e-mail, I talked to live chat, and the chat agent replied that he got the this information from the responsible department.

I did not take screenshots of the chat conversation but it looks like this that they think that one of the addresses IP logged in bettogoal: IP: 5.173.129.235 is a VPN

I also logged in from other IP addresses from this operator and they are not considered VPN.

I sent screen one email with bettogoal on this.

Thank you very much DanielStasiak for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello DanielStasiak.

I am sorry to hear about your troubles.

I checked the mentioned IP and didn't find anything suspicious.

I would like to invite the casino representative into the case:

Could you please explain how you detected a VPN? Why do you think that the player would use Polish VPN when he had before many logins from Poland? What could he gain by doing so?

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’.

Hello DanielStasiak.

Unfortunately, the casino is non-responsive.

I would suggest you contact the casino regulator.

Do you need my help with that?

how to do it ?

Please write an email to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include:

casino name + URL + license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

description of the complaint

3) Attach to the email files what you have (if any) + link on this complaint.

Please let me know when you will submit a complaint to the regulator.

Dear DanielStasiak,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

a few days ago I wrote e-mail a casino regulator following the formula you wrote above, thank you.

Thank you very much for the confirmation.

I am now closing the complaint as unresolved with the status: waiting for the regulator's decision.

Please reopen the complaint when the regulator gives you the final statement, and we will close the complaint accordingly to the regulator's decision.

Dear DanielStasiak,

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear DanielStasiak,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

the regulator did not respond to the e-mail, and this is not surprising because I have never heard of a regulator from Curacao helping anyone.

Hello DanielStasiak,

I actually know cases where regulators support the player. (the Curacao Regulator)

Could you please forward me the message you sent to the regulator so I can check if everything was formally correct? (matej@casino.guru) Also, if you don't mind, please write another message to the regulator asking about the case you submitted.

Dear DanielStasiak,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.