AkibaWin Casino - Verifieringen av spelarens konto är försenad.

hi, yesterday made deposit here, 13500 usd (without any bonuses)

Won 52000 playing slots. Made withdraw.

Passed Kyc, received message that account are verified.

Today morning received new message, that account are not verified and casino try to steal all my winnings.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify which slot games you played with the funds you deposited?
• Which identity documents did you send to the casino for KYC?
• Have you been requested to submit any additional documents for the verification of your account?
• Please forward me the email you received from the casino, along with any other subsequent communication that might be relevant to the investigation of your case at veronika.f@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Could you please specify which slot games you played with the funds you deposited?

me: I played slot named ALL LUCKY CLOVERS 100 (BGAMING)

Which identity documents did you send to the casino for KYC?

me: It was sumsub verification, at this moment I had my passport (Latvia), so I uploaded it. Then sumsub sent me sms on my Montenegrin phone number. Nothing more (sumsub do not asked some residention address information, same like this one do not asked casino, and when I made registration also this one are not asked to fill).

Have you been requested to submit any additional documents for the verification of your account?

me: No, money was just stolen. I said that I do not play from restricted territory, and also said that I can provide my residence permit and utility bill. But those messages was ignored ( you will see this one from email conversation with casino).

Please forward me the email you received from the casino, along with any other subsequent communication that might be relevant to the investigation of your case at veronika.f@casino.guru.

me: I will do not right now.

if need, I can send you my residence permit, which are issued by Montenegro goverment, and also if need, I can send proof of adress, and also bank statement. Here clear scam from casino side.

Thank you for your response and for your emails.

• Could you please specify whether you have ever accessed the casino website from Latvia?
• Which country of residence and residential address did you provide when filling out your casino profile? Did you use your Latvian address or your Montenegrin address?
• Do you have any government-issued documents confirming your residence in Montenegro?
• Have you ever accessed the casino website using a VPN or IP-masking software?

Could you please specify whether you have ever accessed the casino website from Latvia?

me: made registration and played only from Montenegro

Which country of residence and residential address did you provide when filling out your casino profile? Did you use your Latvian address or your Montenegrin address?

me: casino do not asked to fill something(also I already wrote it before, it this complaint).

Do you have any government-issued documents confirming your residence in Montenegro?

me: yes, I have residence permit issued by Montenegro, I have utility bills and bank statement where yon can see my address in Montenegro.

Have you ever accessed the casino website using a VPN or IP-masking software?

me: no, I do not used any VPN, played from Montenegrin IP address.

One more time I need to say, when casino said that I played from Restricted territory, in that moment I answered them that I play from Montenegro, but they ignored this fact. Money are stolen, they just found some fake reason, also I see that this and their sister casino Fairspin uses this method to steal winnings.

To avoid delay, I will send you the documents confirming my residency in Montenegro.

I already sent photo of documents via email.

Also one more time I want to say, that casino do not asked something from this documents. They just used fake reason to steal winnings.

Dear aleks86

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear aleks86,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite AkibaWin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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’ which may negatively affect its rating.

Hello,

We would like to set the record straight regarding this account, which was closed following a clear breach of our Terms and Conditions.

Our service is not available in a number of countries. The list of prohibited jurisdictions is set out in Section 1.8 (Account, Payouts and Bonuses) of our Terms and Conditions, and by using the website every player confirms that they are not a resident of any of them. Under clauses 3.1.7 and 11.1 of the Terms, each player also warrants, at the point of registration, that they do not reside in a country where gambling is unlawful for them.

During the mandatory KYC verification, the account holder’s own documentation confirmed that the account belongs to one of these prohibited jurisdictions. The warranty given at registration therefore proved to be untrue, and the account stood in breach of the Terms from the very outset. Responsibility for this rests solely with the account holder, whose obligation it is to ensure that participation is lawful in their country.

In these circumstances, Section 1.9 (Account, Payouts and Bonuses) applies: the account is blocked and all transactions made under this status are voided, with bets cancelled and winnings forfeited. This is not a penalty, but the direct result of a right to play that never existed.

It should further be noted that clause 11.1 of the Terms, together with Section 1.9.3 (Account, Payouts and Bonuses), entitled the platform to withhold all funds in the account, or to return only the deposit less applicable fees, with no payment of winnings whatsoever. Despite this, the full deposited amount was refunded in its entirety. The platform acted well beyond its obligations and in strict compliance with its regulatory and licensing requirements.

casino again ignore fact that I am resident of Montenegro. pure scam 🙂

casino never asked any information about residence. pure scam 🙂

when I try to say that I am resident of Montenegro, casino do not like it, that why they ignore this fact. akibawin pure scam 😀

Dear AkibaWin Casino,

I went through the Terms and Conditions, and in that section, there is no list of prohibited regions.

1.7. Restricted Jurisdictions. You are aware that the right to access and use the Website and any products there offered, Games, Sorta Group Limitada services and a Member Account may be considered illegal in certain countries or jurisdictions. We are not able to verify the legality of service in each and every jurisdiction, consequently, You are responsible in determining whether Your accessing and using our Website is compliant with the applicable laws in Your country and You warrant to Us that gambling is not illegal in the territory where You reside.

1.8. Ineligibility. If on completion of Sorta Group Limitada 's KYC and verification checks, You are shown to be underage or a resident of any Restricted Jurisdiction ("Ineligible Person"), or use the Website and any products offered therein, Games, Sorta Group Limitada services and a Member Account from a Restricted Jurisdiction: (a.) Sorta Group Limitada will block Your Member Account; (b.) All transactions made whilst You were Ineligible Person will be made void, all associated wagers and winnings shall be voided and confiscated, and all related funds deposited by You will be frozen, withheld or returned subject to applicable law, fees, charges and compliance requirements. The same consequences, including the voiding of winnings and confiscation of funds, may apply if You fail to complete any required KYC, additional verification, enhanced verification, source of funds, source of wealth, payment method verification or other compliance review within fourteen (14) calendar days from the first official request, unless Sorta Group Limitada grants a written extension

Based on this, my understanding is that if a player was able to register an account, provided their correct residential address during registration, and was allowed to make deposits without any restrictions, it would be reasonable for them to believe they were eligible to use your services.

For this reason, I would kindly ask you to reconsider your position. In our view, the Terms and Conditions are too vague regarding restricted jurisdictions, as they do not clearly identify which countries are prohibited. Without this information, it is difficult to conclude that the player knowingly violated your Terms.

I would appreciate it if you could review the case once again and let me know whether you would be willing to reconsider your decision.

Thank you very much in advance for your cooperation.

Dear Martina,

Please note that the Terms of Use you have reviewed are the version that took effect only on July 16, 2026, and it differs entirely from the version that was in effect at the time of user registration. In the version of the Terms of Use in effect at the time of registration, Latvia was explicitly listed among the restricted jurisdictions, and user has violated the platform’s rules.

Relevant provision: 1.7. Restricted Jurisdictions. You are aware that the right to access and use the Website and any products there offered, Games, AkibaWin services and a Member Account may be considered illegal in certain countries or jurisdictions. We are not able to verify the legality of service in each and every jurisdiction, consequently, You are responsible in determining whether Your accessing and using our Website is compliant with the applicable laws in your country and You warrant to Us that gambling is not illegal in the territory where You reside. 1.8. For various legal or commercial reasons, We do not permit Member Accounts to be opened or used by resident of certain jurisdictions, including Afghanistan, Aruba, Australia, Austria, Belgium, Bonaire, Bulgaria, Belarus, Belize, Central African Republic, Comoros, Colombia, Croatia, Cuba, Curacao, Cyprus, Czech Republic, Democratic Republic of the Congo, Democratic People's Republic of Korea (DPRK), Ethiopia, Denmark, Estonia, France, Georgia, Germany, Greece, Hungary, Islamic Republic of Iran, Iraq, Italy, Ireland, Latvia, Lebanon, Libya, Lithuania, Mexico, Moldova, Mali, Myanmar, Nicaragua, Portugal, Poland, Romania, Russian Federation, Saba, Saint Martin, Somalia, South Sudan, Statia (Sint Eustatius), Singapore, Slovakia, Spain, St. Maarten, Sudan, Syria, Sweden, Switzerland, Ukraine (Crimea, Donetsk, Luhansk), the Netherlands, the United Kingdom, the United States of America, Venezuela, Yemen (the "Restricted Jurisdictions"). By using the Website or the Games You confirm You are not a resident of or residing in a Restricted Jurisdiction.

I am resident on Montenegro and I do not violated this rule.

scam site Akibawin , please stop do send me your spam messages

Dear Martina and aleks86,

The Republic of Latvia is included in the list of Restricted Jurisdictions (clause 1.8 of the "Account, Pay-outs and Bonuses" section). Upon registration the user confirmed that he is not a resident of any such jurisdiction (clause 3.1.7 of the T&C). During the standard verification initiated prior to the withdrawal, the player voluntarily submitted official documents of the Republic of Latvia confirming residency. The operator did not request documents of any particular country and did not influence the selection of the information submitted; the set of documents was compiled solely by the user.

Clause 1.9 of the said section provides that, where KYC checks show the user to be a resident of a Restricted Jurisdiction, the operator blocks the Member Account and the transactions of the relevant period are made void. This measure is applied by the operator as a consequence, provided for by the rules, of the user's failure to observe the undertakings he accepted upon registration, and not as a penalty or as a withholding of funds. The deposited amount was returned to the user in full pursuant to clause 1.9.3. The operator derived no benefit from the situation.

As regards the reference to residency in another jurisdiction, we note the following. If that status existed at the time of registration and verification, the user identified himself by means of documents which did not reflect it and did not disclose information that was decisive for eligibility to use the service. If the status was acquired later, then at the time the transactions were made and the verification was completed the user was a resident of a Restricted Jurisdiction, and clause 1.9 applies in full. In either case, holding a status in another country does not negate the circumstances established during the check on the basis of the documents submitted by the user. The obligation to provide complete, accurate and correct information and to keep it up to date rests with the user (clause 3.1.8 of the T&C, clause 1.6 of the KYC Policy), and a discrepancy between the asserted status and the status confirmed by documents is in itself a ground for the measures provided for in clause 1.2 of the KYC Policy and clause 15.6 of the T&C.

Re-verification is not carried out in such circumstances, which follows from the risk-based nature of the procedure. Risk is assessed as at the moment the relevant circumstance is identified and on the basis of the information available to the operator at that time, namely the documents submitted by the user himself. The subsequent submission of an alternative set of documents does not remove the discrepancy identified; it merely records the existence of contradictions in the user's identification data, which is a risk factor in its own right. Determining a person's actual status where documents of several states are involved falls within the sphere of the migration and tax law of the respective jurisdictions. Neither the terms of service nor the applicable regulatory requirements place upon the operator any obligation to resolve such conflicts. Where there are reasonable grounds to consider that a user does not meet the eligibility criteria, the operator applies the measures provided for by the rules rather than undertaking a legal characterisation of that user's status.

KYC is an internal control procedure of the operator, not a service rendered at the user's request, and not a mechanism for revisiting consequences that have already taken effect. The contractual relationship has been terminated and the account closed, and there are accordingly no grounds for carrying out any verification procedures.

This position contains no findings as to the user's intentions and does not characterise his conduct. It records the objective non-conformity of the data submitted with the eligibility requirements for the service, and the consequences expressly provided for by the rules which the user accepted upon registration.

Citizenship and residency it is not same thing.

But akibawin still ignore this fact.

and still want to ignore, that I am resident of Montenegro.

Passport can not approve residency,

A passport confirms only identity and citizenship. Residency is a completely diffirent thing. But the akibawin casino wants to steal winnings.

Dear AkibaWin Casino representative,

We ask you to reconsider the case by distinguishing the player’s citizenship from their residence. A Latvian passport confirms the player’s identity and Latvian citizenship, but it does not, by itself, establish that the player resides in Latvia.

The relevant Terms and Conditions refer to persons who are "resident of or residing in" a restricted jurisdiction. The player has provided Casino Guru with a Montenegro temporary residence and work permit issued before the relevant casino activity, together with supporting documentation connecting them to a residential address in Montenegro. Montenegro is not included in the quoted list of restricted jurisdictions.

Could you therefore reassess the player’s eligibility based on their actual country of residence at the relevant time, rather than the country that issued their passport, and reconsider the confiscation of the winnings? If you maintain your decision, please explain what specific evidence establishes that the player was resident in or playing from Latvia.

Thank you for your cooperation.

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’ which may negatively affect its rating.

Under clause 3.1.7 of the T&C the user warrants that he is not a resident of, and is not residing in, a Restricted Jurisdiction. Under clause 3.1.8 all information he provides must be true, accurate, complete and correct, and any change must be notified immediately.

The residence data on which the operator acted came from the player. The documents he selected and submitted were Latvian documents confirming residency, and he disclosed no other residence at any stage. Eligibility was assessed on that basis, and clause 1.9 was applied accordingly. The operator did not request documents of any particular country and did not infer residence from citizenship.

A right to reside in a further jurisdiction does not establish residence there in any given period, does not exclude residence elsewhere, and does not alter the data on which eligibility was determined. Where a user asserts a residence he did not disclose, the position does not improve: either his residence was Latvian and clause 1.9 applies, or the documents he provided did not reflect his actual residence, in which case clause 1.2 of the KYC Policy applies on that independent ground.

The rules do not require the operator to establish a user's residence independently of the user. They place that responsibility on the user and make his warranty and his own submissions the basis on which access is granted. A user's later assertions are not resolved against the material he himself provided.

The deposit was returned in full. The operator derived no benefit from the situation.

The casino is lying and ignoring the fact that as soon as the topic of residency came up, I stated I was a resident of Montenegro. I never provided any information indicating I was a resident of Latvia; furthermore, I played from Montenegro and registered using a Montenegrin IP address. For over a month, the casino has been trying to fabricate a story that I was playing from a restricted jurisdiction.

I am writing this again: the casino did not ask about residency. The casino invented a convenient residency status for them and is trying to steal the winnings.

Hello aleks86,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear AkibaWin Casino,

Before reaching a conclusion, I would like to clarify what information the player actually declared during registration and KYC. Please provide the country and residential address entered by the player, together with the registration and relevant gameplay IP/location records.

These records may be sent privately to me at martina.b@casino.guru .

If the player declared Latvia, supplied a Latvian residential address, or materially played from Latvia, this would support your position. However, if no residential country or address was collected and the technical records show activity from Montenegro, a Latvian passport alone would not establish residence in a restricted jurisdiction.

Thank you for your cooperation.

Dear Martina,

The player identified himself by documents of the Republic of Latvia, and Latvia is what the verification record shows as the user's country. He named no other jurisdiction and, at no stage before the decision was taken, disclosed either residence in Montenegro or the existence of the permit, although on his own account he held it throughout.

The materials of the operator's internal verification systems contain personal data, and their disclosure in these proceedings would go beyond what data protection legislation permits. Nor is such disclosure presently necessary. The player does not dispute that he submitted Latvian documents, and the Montenegrin documents were, as stated in your message, furnished by him only after the decision had been taken, within these proceedings; they were not submitted to the operator, and the verification record contains no data relating to any other jurisdiction.

This reflects the structure of the rules. Under clause 3.1.7 of the T&C the user warrants that he is not a resident of and is not residing in a Restricted Jurisdiction, and that warranty operates of itself, regardless of whether the operator put the question. Under clause 3.1.8 he must provide accurate information and notify any change to it immediately. Eligibility under clause 1.9 was assessed on the data obtained from the player himself, not on citizenship.

A breach of the platform's rules is an independent ground for closing an account and voiding pay-outs. Even if the operator were under a duty to carry out an additional analysis of the user's legal statuses and to revisit a completed verification, the outcome would be the same. On the player's own version, the information he provided to the operator did not correspond to the facts, which is an independent ground under clause 1.2 of the KYC Policy.

Clause 1.9 provides for the freezing of deposited funds, and clause 1.9.3 leaves the further decision to the operator's discretion. The operator exercised that discretion in the player's favour and returned the deposit in full.

Casino do not asked any address or any residential information, BUT THEY ASKED PHONE NUMBER, AND I ENTERED AND VERIFIED MY MONTENEGRO PHONE NUMBER, THEY IGNORE THIS FACT AND TRY TO DO NOT WRITE ABOUT IT. Just passport and selfie. Nothing more.

So it is clear scam that they want to steal winnings. I was risked with my own money to get it. Now they want to return only deposit. This casino akibawin use scam strategy and copy paste them same answers here. They also do not asked some information to fill in account, do not asked country or address.

So they clearly see that are verified Montenegro phone number, but they do not want to take this fact because they only want to steal winnings with some fake reason. They accepted my like player, accepted deposits and gambling, but after I won they try to find reason to steal winnings. akibawin is scam casino

they moree that 2 months just copy paste the same message. ignoring that fact that they do not asked residential information and theey the problem was , I from they start saying that I do not broke something. And I am ready to give infrormation. They ignore me and now here they ignore all infrormation, just saying same and same.

Dear AkibaWin Casino representative,

Based on the available evidence, I cannot conclude that the player was resident in or playing from Latvia. A Latvian passport establishes nationality and identity, but not residence. The player has provided documentation supporting residence in Montenegro before the relevant casino activity, while no registration, address, or technical records establishing Latvian residence or gameplay have been provided.

I therefore ask the casino to reconsider the confiscation and pay the player’s legitimate winnings. If the casino maintains its position without evidence establishing residence or play in a restricted jurisdiction, I will have to close the complaint as unresolved, which may negatively affect the casino’s rating.

Thank you for your final reconsideration.