Dear michizockt321,
After thorough communication with the casino representatives, I would like to share the outcome of your complaint.
According to the information provided by the casino, your account was permanently closed due to violations of their terms and conditions - specifically, the use of a VPN, accessing the platform from a restricted country, and suspected multi-accounting. Unfortunately, due to GDPR regulations, the casino declined to disclose any technical evidence to support these claims.
I presented our position in line with our Fair Gambling Codex, which clearly states:
"It is not acceptable to let players gamble if a casino knows that they are from a restricted country and if the casino plans to refer to the rule about restricted countries whenever a player requests their first withdrawal. This is completely against the rules of fair play, as the casino is knowingly letting a player wager money without a chance to actually win something in return.
Many casinos claim that this is difficult or impossible to implement into their systems, but it is simply about comparing the player's country of residence with the list of restricted or allowed countries; therefore, we do not consider it to be that difficult on a technological level."
Many casinos argue that restricting access from banned countries is technically challenging. However, simply comparing a player’s country of residence with the list of permitted countries should be a straightforward task. Therefore, we do not accept this as a valid excuse.
In this case, the casino did not enforce geographical restrictions through an IP block, allowing you to register, deposit, and play freely from Germany. Based on this, we believe that voiding your winnings only at the time of withdrawal was both unjustified and disproportionate.
Regarding the use of a VPN: while this can be a legitimate reason for account closure when it is used to circumvent restrictions, the absence of an IP-block on the casino’s website suggests that no such circumvention occurred.
Despite our efforts to advocate for a fair resolution, the casino has remained firm in its decision, which they consider final. Therefore, I regret to inform you that we must close this complaint as unresolved.
I understand this is not the outcome you were hoping for. However, please be assured that your complaint - and others like it - do contribute to lowering the casino’s overall rating, which may encourage them to reevaluate their practices in the future.
In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the license badge displayed at the casino's website footer. They have additional tools and options to assist players in these situations.
For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at http://www.kpvfaw.com/submitting-complaints-to-regulators.
If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Kubo
Dear michizockt321,
After thorough communication with the casino representatives, I would like to share the outcome of your complaint.
According to the information provided by the casino, your account was permanently closed due to violations of their terms and conditions - specifically, the use of a VPN, accessing the platform from a restricted country, and suspected multi-accounting. Unfortunately, due to GDPR regulations, the casino declined to disclose any technical evidence to support these claims.
I presented our position in line with our Fair Gambling Codex, which clearly states:
"It is not acceptable to let players gamble if a casino knows that they are from a restricted country and if the casino plans to refer to the rule about restricted countries whenever a player requests their first withdrawal. This is completely against the rules of fair play, as the casino is knowingly letting a player wager money without a chance to actually win something in return.
Many casinos claim that this is difficult or impossible to implement into their systems, but it is simply about comparing the player's country of residence with the list of restricted or allowed countries; therefore, we do not consider it to be that difficult on a technological level."
Many casinos argue that restricting access from banned countries is technically challenging. However, simply comparing a player’s country of residence with the list of permitted countries should be a straightforward task. Therefore, we do not accept this as a valid excuse.
In this case, the casino did not enforce geographical restrictions through an IP block, allowing you to register, deposit, and play freely from Germany. Based on this, we believe that voiding your winnings only at the time of withdrawal was both unjustified and disproportionate.
Regarding the use of a VPN: while this can be a legitimate reason for account closure when it is used to circumvent restrictions, the absence of an IP-block on the casino’s website suggests that no such circumvention occurred.
Despite our efforts to advocate for a fair resolution, the casino has remained firm in its decision, which they consider final. Therefore, I regret to inform you that we must close this complaint as unresolved.
I understand this is not the outcome you were hoping for. However, please be assured that your complaint - and others like it - do contribute to lowering the casino’s overall rating, which may encourage them to reevaluate their practices in the future.
In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the license badge displayed at the casino's website footer. They have additional tools and options to assist players in these situations.
For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at http://www.kpvfaw.com/submitting-complaints-to-regulators.
If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at [email protected].
I’m truly sorry that I couldn’t provide a more favorable resolution this time.
Best regards,
Kubo
Edited by a Casino Guru admin