Hello, I registered at this casino on 29/8/23, immediately verified my credentials, deposited funds, and started playing as usual. So far, I've made three withdrawals, each of which was processed and in my account within two days. However, there has been a debate here on Casino Guru suggesting that German players aren't allowed to play at this casino. This was surprising because I was able to register and play. I couldn't find any rule in the casino's T&C stating that French players are excluded. When I inquired at the casino, I spent roughly 30 minutes on live chat before the representative told me that my account would be closed until the matter was sorted out. Despite the absence of any such rule in the T&C, she told me I should not actually be playing at their casino. Since then, I haven't heard anything.

Hallo, ich habe mich am 29.8.23 in diesem Casino angemeldet, mich gleich verifiziert eingezahlt und ganz normal gespielt. Bisher hatte ich auch 3 Auszahlungen die innerhalb 2 tage sp?ter auf meinem Konto waren. Nun gab es hier hier bei Casino Guru die Diskussionen das deutsche Spieler in diesem Casino nicht spielen dürften. Was ja nicht sein kann, denn ich konnte mich ja registrieren und spielen. In den AGB des Casino konnte ich nirgendwo lesen das deutsche Spieler ausgeschlossene sind. Ich fragte in dem Casino nach, war fast 30 min im live chat, dann sagte mir die Dame das mein Konto nun geschlossen wird bis die Angelegenheit gekl?rt w?re. Obwohl nichts in den AGB steht sagte sie ich dürfte eigentlich nicht bei ihnen spielen. Bis heute hab ich nichts mehr geh?rt.

Dear Gretche70,

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, so I can understand the whole situation completely. Could you please advise how much was your account balance at the time of its closure? Have you completed the KYC verification successfully in the past?

If there’s any relevant communication, please forward it to [email protected].

Meanwhile, I'd like to emphasize that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Thank you in advance for your reply.

Best regards,

Petronela

My account is fully verified and had my 3rd withdrawal the day before closure without any issues. I have no credit left. I haven't had any problems with this casino, so I don't understand why they closed my account. I have already written about this topic in the discussions with Radka, maybe you can take a look there. When I go to the terms and conditions in this casino, there is nothing that says German is excluded. I sent you the last chat history via email. I haven't heard anything from this casino since then.

Mein Konto ist vollst?ndig verifiziert und hatte einen Tag vor der Schlie?ung meine 3. Auszahlung ohne Probleme. Guthaben habe ich nichts mehr. Ich hatte keinerlei probleme mit diesem casino, deswegen verstehe ich nun nicht warum sie mein konto geschlossen haben. Ich habe über dieses thema auch schon mit Radka in den Diskussionen geschrieben, vielleicht k?nnen sie da mal rein schauen. Wenn ich auf die AGB in diesem casino gehe, steht da nichts das German ausgeschlossen ist. Ich habe euch den letzten Chatverlauf an euch per email gesendet. Seitdem habe ich nichts mehr von diesem casino geh?rt.

It's not uncommon for a casino to update its terms or shift its business focus from Germany to other areas. Please understand that if the casino has already settled all your rightful winnings, and there are no outstanding balances being held by them, there's limited action we can take.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I?could be of more help. Thank you in advance for your reply and understanding.

I just don't understand everything. The casino has not changed the terms and conditions. There is nothing in the terms and conditions of the casinos that says German players are excluded. But he tells you that here. That's why I got involved in the discussions. Even Radka recommended me to file a complaint and you say you can't do anything now. As a German, I registered in this casino, played and paid out, everything was completely normal. Although you state here that German players are not accepted. Before I started playing I read through the terms and conditions, nothing said that German was excluded. That's why I didn't think about it. Nevertheless, I asked the casino what was true about whether German players were allowed to play or not. That's why my account has now been closed. You see the terms and conditions differently than we German players. Ask Radka

Verstehe ich grad alles nicht. Das Casino hat die AGB nicht ge?ndert. In den AGB der Casinos steht nichts davon das deutsche Spieler ausgeschlossene sind. Ihr aber gibt er hier so an. Deswegen hab ich mich mal bei den Diskussionen dran geh?ngt. Selbst Radka hat mir empfohlen eine Beschwerde einzureichen und ihr sagt ihr k?nntet nun nichts tun. Ich hab mich als deutsche ganz normal in diesem casino registriert, gespielt und ausgezahlt, alles ganz normal. Obwohl ihr hier angibt das deutsche Spieler nicht akzeptiert werden. Bevor ich mit dem spielen anfing hab ich mir die AGB durchgelesen, nichts stand da das german ausgeschlossen ist. Deswegen machte ich mir auch keine gedanken. Trotzdem fragte ich im casino nach was denn nun stimmt, ob deutsche spieler spielen dürfen oder nicht. Deswegen wurde jetzt erst mal mein konto geschlossen. Ihr seht die AGB anders als wir deutsche spieler. Fragen Sie Radka

To the best of my recollection, I never explicitly mentioned whether German players are restricted or permitted. My statement solely emphasized that the casino possesses the authority to close a player's account without providing a specific reason, as long as any outstanding balances have been settled. If your account was indeed blocked, and no funds were being withheld, there may be limited options available to address the situation. When Radka suggested that you file a complaint, she likely wasn't aware that your account had no remaining active balance.

Could you please clarify what the disputed amount represents?

Hello

It's not about any amount. I had to specify an amount when submitting my complaint, otherwise the complaint would not have gone out. That's why I simply stated 100 euros. I filed the complaint because the casino closed my account because I come from Germany. But there is nothing in the terms and conditions that says German is excluded. You also state here that German players are not accepted, how do you know that? I became aware of this account through a promotional email, not through your site. I registered there and played normally. Verified my account and made withdrawals. Only later did I read the reviews, complaints and discussions here at Casino Guru about German players. I spoke to the casino about this topic, the lady in the chat said she had to close my account until the matter was resolved. I've now written a few emails and now I'm not getting any answers. It's strange that you state here that German players are not accepted, even though there is nothing about it in the terms and conditions and I, like other German players, could also play there. Why can't you invite the casino here to clarify this situation?

Hallo

Es geht hier um keinen betrag. Ich musste bei der einreichung meiner Beschwerde einen betrag angeben, sonst w?re die beschwerde nicht raus gegangen. Deswegen hatte ich einfach 100 euro angegeben. Ich habe die beschwerde eingereicht weil das casino mein konto geschlossen hat weil ich aus Deutschland komme. Nur steht in den AGB nichts davon das German ausgeschlossen ist. Ihr gibt hier auch an das deutsche spieler nicht akzeptiert werden, woher wisst ihr das? Ich bin durch eine werbe email auf dieses konto aufmerksam geworden, nicht über eure seite. Habe mich dort registriert und ganz normal gespielt. Mein konto verifiziert und auch auszahlungen vorgenommen. Erst sp?ter hab ich hier bei casino guru die bewertungen ,beschwerde und diskussionen gelesen wegen deutscher Spieler. Ich sprach das casino auf dieses thema an , die dame im chat meinte sie müsse mein konto schlie?en bis die angelegenheit gekl?rt ist. Ich habe nun einige emails hin geschrieben und bekomme nun keine antwort mehr. Es ist doch seltsam das ihr hier angibt das deutsche spieler nicht akzeptiert werden, obwohl in den AGB nichts davon steht und ich , so wie ja andere deutsche spieler, ja auch dort spielen konnten. Warum k?nnt ihr das casino hier nicht einladen um diese Situation zu kl?ren?

Here's another screenshot of the terms and conditions when I go to the casino's website

Hier nochmal ein screenshot von den AGB wenn ich auf die Seite vom casino gehe

We have Germany between restricted jurisdictions as the casino implemented an IP block for all German players.

Additionally, Germany is no longer available to choose from the Registration form. Therefore, Germany is listed as not allowed in our review.

s I stated earlier, since there are no funds being held in your blocked account, all the winnings were paid and Germany became a restricted country, we won't proceed with this case any further. I wish I?could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.