The player from Germany had registered and played at the casino, but after winning, their withdrawal request was rejected, citing that German players were not allowed despite initially accepting their ID and country of origin. The player felt deceived by the casino's practices and sought the €450 winnings. The issue remained unresolved due to a lack of response from the player to the Complaints Team's inquiries, which led to the closure of the complaint. The Complaints Team remained available for future assistance should the player choose to re-engage.
Claps Casino - Player's winnings are confiscated due to account restrictions.
Amount: €450
Claps Casino
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7.3
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 week ago
Public
Public
3 weeks ago
Translation
I was able to register, deposit, and play at this casino as a German player. When I registered, I had to enter my country of origin—Germany. My profile also stated that I am German. I first deposited money and won something. Then I wanted to withdraw it, but first I had to upload my ID for verification—no sooner said than done. The document was accepted. However, my new withdrawal request was rejected again because I was still required to upload my proof of address. This was accepted again. When I finally wanted to withdraw money, the withdrawal was canceled with the explanation that German players are not allowed and the winnings cannot be paid out. When I registered, I had to state that I am from Germany. Why wasn't it stated directly that I was not allowed to play? My ID was initially accepted without stating that Germans were not allowed to play. This is a pure scam by the casino to withhold winnings. Absolutely outrageous! The casino doesn't want to pay out my €450 winnings.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
3 weeks ago
Dear Huhu131,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me to ask you a few questions to make sure I understand the situation completely.
- When exactly did you register at the casino?
- Could you please confirm that you have not used a VPN or other IP masking software to register into the casino?
- Have you utilized a bonus to accumulate your winnings?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.
Best regards
Katarina
Public
Casino Analyst & Complaint Specialist
Public
2 weeks ago
Dear Huhu131,
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.
Public
Casino Analyst & Complaint Specialist
Public
1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
www.kpvfaw.com
