Claps Casino - Player's access to game providers is blocked.

I am filing this complaint against Claps Casino due to ongoing technical issues (Ticket ID: ZC20PW). For over a week, I have been blocked from accessing certain game providers, and my mission points have not been credited to my account.

I sent a formal notice and granted them a 10-hour deadline to resolve the matter, but their response was vague and failed to provide any solution or timeline. I am requesting the restoration of provider access, the manual credit of my missing points, and compensation for the loss of service and inconvenience.

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Dear Madridista12,

Thank you for submitting your complaint. I’m sorry to hear about the issue you’ve experienced.

To help us better understand the situation and assist you more effectively, could you please clarify the following:

• Did this issue occur only once?
• Which specific game providers are you currently unable to access?
• Do you have any video recordings or screenshots of the incident?
• Have you received any written communication from Claps Casino regarding these technical issues?

Thank you in advance for your response.

Best regards,

Petra

Update regarding my complaint against Claps Casino (Ticket ID: ZC20PW)

Dear Petra,

Thank you for your follow-up. Here are the answers to your questions based on the latest developments:

Frequency of the issue: This is a persistent and ongoing issue. I have been unable to access most game providers for over a week.

Affected Providers: I am currently blocked from accessing all providers except for Pragmatic Play. Every time I try to open other games, I receive an error message: "Le jeu ne fonctionne pas" (The game does not work).

Evidence: I have attached screenshots showing the error message and my transaction history, which confirms I made three deposits (totaling approximately 60 USDT) during this period but was unable to utilize the service properly due to these technical failures.

Communication from Casino: I received an email from Claps Casino (Ticket ID: ZC20PW) where they admit to having technical issues with certain providers. Interestingly, they suggested I use a VPN to access the slots, which I find unprofessional and potentially a violation of standard terms.

Points Issue: Regarding the mission points, the casino only credited 5 points, which does not cover the loss of progress and technical inconvenience I faced.

I am requesting a full restoration of access, proper compensation for the missing points, and a resolution regarding the deposits I made while the platform was malfunctioning.

Best regards

I have officially filed a formal complaint with the Anjouan Gaming Commission regarding the predatory practices and technical failures of Claps Casino. Attached is the confirmation of my submission

Hello Madridista12,

We would like to update you that due to Petra, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petra 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 Petra will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Madridista12,

We understand your concern regarding the ongoing technical issues in accessing games.

However, please be advised that this is unfortunately a technical issue on the side of the casino’s game providers, which is beyond our control. If you have not incurred any actual financial losses due to this issue, we are unfortunately unable to provide further assistance in this matter.

In the meantime, we would strongly recommend not using a VPN when accessing casino services, as in the majority of casinos, this is prohibited. Please note that any winnings obtained while using a VPN may be voided or cancelled according to the casino’s terms and conditions.

If there is other relevant information, such as screenshots or previous correspondences that would support your case, feel free to send it to me. My email address is petra.h@casino.guru.

Thank you.

Dear Petra,

Thank you for your response. However, I have just discovered critical evidence that proves this is not merely a 'technical issue' but a case of license integrity failure.

Official Fraud Warning: I checked the official license validator at anjouangamingboard.org for Claps.com. The official regulator is explicitly displaying a warning of 'ATTEMPTED FRAUD' on their portal (see attached screenshot).

Comparison Proof: I cross-referenced this with other casinos under the same regulator, and their licenses appear perfectly 'VALID' without any warnings. This confirms the 'Fraud' status is specific to Claps.com.

Contradictory Support: When confronted in live chat, the support agent acknowledged the screenshot but admitted their 'final decision' remains negative, despite their own regulator flagging them for fraud.

This is no longer about game providers; it is about playing on a platform that is officially flagged as fraudulent by its own licensing body. I am requesting Casino Guru to re-evaluate this case based on this serious security and legal breach

Dear Madridista12,

Thank you for sharing the additional screenshots and for your explanation.

I understand why the message shown in the license validator may appear concerning. However, based on the information provided, this does not constitute clear evidence that the casino is officially flagged for fraud. The notice indicates that the validation page may have expired or that there was an issue with how the validation was accessed, which can sometimes trigger warnings about possible misuse or attempted fraud. At the same time, the license status itself is displayed as "VALID."

As mentioned previously, matters related to licensing interpretation and regulatory warnings fall outside the scope of our mediation. We are not in a position to determine the validity of a license or make judgments based on regulator tools or their technical messages.

From our perspective, if your complaint is based primarily on the unavailability of games from certain providers and the fact that the funds were subsequently lost during regular gameplay, we are unfortunately unable to take further action or request a refund on your behalf.

That said, if you believe there is any other aspect of your case—specifically related to the handling or potential withholding of your funds—that you consider unfair or that has not yet been addressed, please let us know and we will review it further.

If your funds were lost through regular gameplay and you have no additional concerns beyond those already mentioned, I’m afraid we will have to reject this complaint.

Thank you for your understanding.

Best regards,

Petra

Casino.Guru Team