Quote from: dypper on March 24, 2025, 06:58:27 PM

Hi @holydarkness, thanks again.

On February 28th, I wanted to place a bet on an esports market (Counter-Strike). As Portuguese betting sites do not offer these markets, I found Housebets through advertising on HLTV.

Before placing the bet, I read the terms and conditions and, to ensure legality, contacted Housebets support. Simultaneously, I contacted the SRIJ for confirmation, due to my concern in acting correctly (unfortunately, the SRIJ only responded a week later).
I relied on the response from Housebets, as they were a party involved, and deposited funds to bet on CS2, believing they were being truthful and because traffic to their site is not restricted.
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I expected a clear answer from either Housebets or SRIJ, and never anticipated receiving ambiguous responses. Additionally, Housebets' response was not immediate; I initially contacted them via chat, and the reply arrived via email hours later. (28 February)

I am only requesting what is rightfully mine. I believe the casino will not incur any losses by resolving this situation. I also ask that measures be taken to avoid similar cases in the future.

Thank you for your attention, and I await a prompt response.

Thank you for the explanation. Well noted.

Quote from: dypper on March 24, 2025, 06:58:27 PM

Quote from: holydarkness on March 24, 2025, 06:38:09 PM

They've give their explanation and, reading between lines, so far it matched your narrative.

I'd like to address the explanation they provided. You mentioned it aligns with my narrative, but I'm curious:

What specific explanations did they offer?
What excuse did they give for not taking action on February 28th, when I first contacted them?
How can they claim my account was closed immediately upon discovering my location when I've demonstrated that this is false?

I'm not upset with you, but I'm trying to understand the logic behind their decision to withhold my deposited funds, especially given that I contacted them via chat on the early hours of February 28th. I want to know what narrative makes sense to them.

It's not a specific explanation being offered or an excuse given, rather they tell me what they understood, as they perceived the narrative from their side. And, reading between lines, it actually make a rather complete picture when we mix it with your own narrative; though need to be seen from different glasses.

If I may try to explain wholly, seen from neutral point: they deemed you violated their ToS [2.1.1] by knowingly accessing from a jurisdiction that didn't allow you to play on their platform, you accused them of knowing and allowing a Portuguese to play, that they've know about your residential status from 28th, when you write to live support, but only restrict your access by 8th.

The whole story as I perceive it, most likely this:

You chatted live support [who have basic knowledge of ToS and not specific things like the point you're trying to clarify], they said it's ok as they can't find Portugal in their list of restricted territory. And that's the end of the "ticket" from live support side. They did not forward or make a follow up to legal and compliance team for this matter. So, other than the live support staff who handled your ticket, and you, no one knows that you're a Portuguese accessing from Portugal.

Contrary to what many believes, casino did not scrutinize every single details of every player in every second they have their eyes open [not being sarcastic here, just laying it out plainly]. An account will only fall into their spotlight when the account attract attention like impossible bets, questionable activity, or... emailing them with explanation that according to a governing body of the country the player resides, they are not allowed to provide service.

Simply put, they did not realize your residency status until you made a "follow up" email of which handled by the compliance team, that has a broader knowledge, and subsequently lock your account. My working theory, in their assumption, you know about it, yet you still playing, deliberately violating ToS, and only made a complaint by 8th. In your assumption, they know from 28th, and only lock by 8th, while they actually only learned about your residency status after you made it known by your follow up on 8th.

I hope it made sense and clarify [a lot of] things.

Quote from: dypper on March 24, 2025, 06:58:27 PM

@holydarkness I think it would be helpful and faster if we could connect me and the Housebets representative in a single chat. This would minimize delays. What do you think?

I'll take that offer with a very wide open arm... if that's up to me. I already have a lot of things on my plate. Migraine inducing matter of RL, several cases on this forum, a spineless someone who blurted nonsense about me just because he thought he's entitled to it [well, actually, sadly, he is... and yes, I mean you, Ben], not to mention a stubborn representative that I've been chasing for... a month now, I believe. Wait, make it a month and a half.

So yeah, if they're up to it, you both are more than welcome to communicate with each other on your own.

But sadly, if I may judge from their latest response, to talk with you is currently not in their best interest. Plus, it's actually not within my power to share the contact. What's shared to me, stays with me, unless permission is given.