Casino Complaint EuroSlots does not pay 1700EUR - Is this fair?

It would be best if the casino blocked all access to the casino if accessed from a disallowed country.

Although I've never tried, I understand I couldn't play 32Red while in the US, wouldn't matter if my account was funded before I went to visit.

I can't load a Rival Casino to even play in fun mode, or any of the WMS or IGT ones here at home, pretty sure Jackpot Party's customers couldn't spin away while visiting Canada.

I think it's a good idea to let a casino know if you are playing away from home base, even within the same country, and especially if out-of-country.

Palapasti, you do have my sympathy. 1700 is a pretty expensive lesson.

They can't. Geolocation isn't 100% accurate. The OP did get blocked, but the software didn't properly explain WHY, so the OP tried to fix things himself by using some internet trickery to get around what he thought was the culprit, the local ISP he was using.

This is a particular issue because blocking does not take place on registration, and the rule is based on actual location at the time, rather than citizenship of the player. This is a concept the internet was never designed to implement, so it isn't very good at it. There is also no set industry standard, so some casinos would NOT have blocked play or confiscated winnings under these circumstances.

The only sure way to steer clear of such problems is never play when abroad unless you have written clearance from the casino beforehand. Even this isn't foolproof, as there have been many cases where players have been given wrong advice by a CS agent, relied upon it, and then told the CS agent got it wrong, and their play is void.
 
I believe the casino made the correct decision.

But if play is forbidden (if the player had funded their account before leaving home for instance as akrus asked about), and the casino is not blocked, a player could easily play. The OP was able to play AFTER he funded the account using the VPN, using the Thai ISP. He was certainly able to log in a get to the deposit page, even though it failed. If I have funds, I don't need to visit a deposit page.

His play was void, and I don't disagree with that decision But had he found himself locked out as he did when trying to first log in to Redbet, the casino would not have upset and lost a player.

I'm just saying it would be better. When you consider this casino is called EuroSlots and there are European countries disallowed, I could see it happening again. Hopefully the casino will take steps to see that players can't access the casino or find themselved locked out of their accounts if they don't show the correct ISP. With countries like France, Spain, Italy not allowed (because of restrictions on online gaming licences), yet allowed play from say Germany that might only be a 1/2 hour drive or less to disallowed France.

OH, and I think using VPN for any reason with online casinos is very UNWISE.
 
The outcome of our investigation confirmed that the customer has knowingly breached our Terms & Conditions by both depositing/withdrawing through a Swedish VPN while in Thailand and by playing from Thailand.
Failed deposit attempts were made and correctly blocked by our security system, however, a VPN was then used to bypass our security systems.

We have clear guidelines in our Terms & Conditions that we do not accept player registrations and / or deposits and / or gameplay from Thailand, that includes customers accessing the site from a Thai IP.
Evidence has shown that customer has been using VPN to bypass our security systems to deposit and that game play was made from Thailand.
Having this said – if a VPN had not been used for the purpose of bypassing our security system, there would not have been a deposit nor gameplay in the first place.

When accounts were migrated from PlayCherry to EuroSlots,Terms & Conditions were presented to all customers. Customers could either choose to accept these Terms & Conditions or choose to opt out and not have their account migrated to EuroSlots.
By choosing to migrate their account customer/s have also agreed that they will adhere to the new Terms & Conditions.

Fredrik

The fact is that there's absolutely no advantage to the player whether s/he plays in Thailand or Finland. This is nothing more than EuroSlots hiding behind Terms to save some money.

Now, correct if I'm wrong; when accounts were migrated, you didn't ask players to accept the new T&Cs. The email I received asked if I wanted to decline the Terms, and in that case my account wouldn't have been migrated.

My post won't make a difference, but just to let you know, I closed my Euroslots account after reading this thread.
 
The fact is that there's absolutely no advantage to the player whether s/he plays in Thailand or Finland. This is nothing more than EuroSlots hiding behind Terms to save some money.

Now, correct if I'm wrong; when accounts were migrated, you didn't ask players to accept the new T&Cs. The email I received asked if I wanted to decline the Terms, and in that case my account wouldn't have been migrated.

My post won't make a difference, but just to let you know, I closed my Euroslots account after reading this thread.

This does not make sense. Why migrate players and then let a few stay behind. Normally, such a move is down to the old casino winding down and eventually closing, so I can't see them keeping it open long term to service a few players who decide to stick with the old. If they intended to keep the old one going, they would leave existing players where they were, but maybe cross market the new offering to them.

According to the casino's argument, they would STILL have voided the win had there already been funds in the account, but the play was made from a forbidden country.

What I find interesting is that casinos take the view that gambling takes place on their servers, not the client's PC. This argument has been used when defending the taking of bets from countries who's own laws forbid online gambling. It is the UK that has now deemed that the gambling takes place on the client's PC, not the servers, and are using this to require operators to hold a secondary UK license. This is being fought with the argument that gambling takes place on the servers, where it is already sufficiently regulated, and therefore secondary licenses are not necessary.

In this case, the casino is supporting the UK argument by saying that the country exclusion is based on location at the time of placing the bet, and not citizenship. Therefore, a player from an allowed country gets bets voided if they are located in a banned country, the bets having been deemed to have taken place illegally at the client's location, rather than legally at the server.

Pity the politicians don't really play, else they would seize upon this case to further justify the logic of the new rules, saying "the industry (EuroSlots) agrees with our view that gambling takes place on the client's PC, so why all the fuss".

It can also lead to a complication where a UK player plays from a country with a different view. Since the UK says bets take place at the location of the player, where a UK player is playing from abroad (where allowed), the UK government is not entitled to it's tax, instead it should be held back and remitted to the country the player is playing from (which in most cases means the casino gets to keep it). As this would save an operator some 15%, and help render the UK scheme so complicated that a clever accountant could neuter the tax provisions, I can't see every operator passing this opportunity by.

The industry is fighting to get the UK government to back down and stick with the current system where they can operate from anywhere in the EU and pay tax at 2% to Malta or Gibraltar, rather than 15% to the UK on UK players and 2% on the rest. The UK government are probably more interested in the taxation possibilities under secondary licensing than player protection.

Euroslots could have many players suffering from this policy, as travel to France, Spain, etc is far more common than to Thailand, and many players face getting caught out if they take their mobile devices with them and happen to play at EuroSlots.
 
You choose to ignore that the REAL fact is, that the casino has it in their T&C's that you're not allowed to play from Thailand, and this player did that....not only did he break their T&C's, he used third party tools to deliberately do so.

A casino has the right to not accept play from anywhere they like, whether they, or the player, has any advantage from it or not (that's totally besides the point here), as long as they clearly say so. If you choose to ignore this, and go ahead and play anyway, you're sol.

The fact is that there's absolutely no advantage to the player whether s/he plays in Thailand or Finland. This is nothing more than EuroSlots hiding behind Terms to save some money.

Now, correct if I'm wrong; when accounts were migrated, you didn't ask players to accept the new T&Cs. The email I received asked if I wanted to decline the Terms, and in that case my account wouldn't have been migrated.

My post won't make a difference, but just to let you know, I closed my Euroslots account after reading this thread.
 
You choose to ignore that the REAL fact is, that the casino has it in their T&C's that you're not allowed to play from Thailand, and this player did that....not only did he break their T&C's, he used third party tools to deliberately do so.

A casino has the right to not accept play from anywhere they like, whether they, or the player, has any advantage from it or not (that's totally besides the point here), as long as they clearly say so. If you choose to ignore this, and go ahead and play anyway, you're sol.

I can't deny the logic of Euroslots' claim from a legal point of view. But after reading this thread, I decided to close my account as well. It's better to stick to top-notch casinos. Also, Euroslots should realise that they lose a (valued) customer by sticking to their terms whilst they could also have been lenient in order to retain their customer.
 
I can't deny the logic of Euroslots' claim from a legal point of view. But after reading this thread, I decided to close my account as well. It's better to stick to top-notch casinos. Also, Euroslots should realise that they lose a (valued) customer by sticking to their terms whilst they could also have been lenient in order to retain their customer.

It's logical, yet so many other cvasinos take the opposite view, that because THEY are not based in a country that has made it illegal, they can accept bets from there. Many also use citizenship to determine eligibilty, the logic is that the law applicable to the player in their home country is what really matters as far as the internet is concerned. They even take the opposite view in their sister casino, and players who refused the migration offer would have had no problems playing from a banned country if on holiday. This is where their logic falters, if it is illegal in EuroSlots, it is just as illegal in the old sister casino to take bets from a player on holiday in a banned country.

They have tried blocking by IP, but they have botched it so that the player gets no feedback as to the reasons for the block, just a failed connection. They should have ensured a clear error message appeared telling the player that bets were not accepted from their location, and not to play until they were in an allowed country. If a player knew from the message exactly what the issue was, they would not try to "fix" the issue themselves, but accept that this would be a holiday bereft of their hobby.

I expect more players will get caught out by this, mostly due to geolocation not blocking them when it should.
 

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