The player from Spain experienced account closure by Private Club Casino, with the casino citing violations of terms related to location and VPN usage, which the player contested. He claimed that the casino accepted his Spanish identity documents and processed a previous withdrawal without issue, and he had not received any response since his complaint about the closure. After reviewing the situation and the player's provided evidence, the Complaints Team attempted to engage the casino for clarification but ultimately received no cooperation. The complaint was marked as "unresolved," with the suggestion for the player to contact the Anjouan Gaming Authority for further assistance.
Private Club Casino - Player's account has been closed.
Unresolved
Our verdict
No reaction
Black points: 3,821
Amount: €15,899
Private Club Casino
Safety Index 2.6 Very lowCase summary
Discussion
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1 year ago
Translation
1. On January 29, 2025, I begin playing at "Privateclubcasino," an online casino operated by Akateco Limitada—a company based in Costa Rica with registration number 3102912063, Provincia de Puntarenas 06, Cantón 11 Garabito, Jaco, 61101—and licensed by Anjouan Gaming. I am permitted to select "Spain" as my country and place of residence on the registration form. I make two deposits of €400 and €360. As a result of this last deposit, I obtain winnings of €3,219, from which I request a withdrawal.
2. The next day, on January 30, 2025, I sent all the necessary documents to verify my account and withdraw the money: photos of my credit card, photos of my ID that says "Kingdom of Spain," as well as bank documents and proof of Spanish residency. That same day, I received an email from " support@privateclubcasino.com " which states the following: "As per your email, we received and approved all the required documents.
Happy to inform you that your account is now Fully Verified! "The financial department is informed and we will notify you about the transition's status as soon as they confirm it is approved."
3. The withdrawal of 3,219 euros is approved, and the money arrives in my bank account via immediate transfer on February 4, 2025.
4. One day later, on February 5, 2025, I make three deposits at the casino, amounting to €350, €350, and €340. With this last deposit, I win €2,488 and request a withdrawal.
5. On February 9, 2025, I cancel this withdrawal to continue playing. That same day, my winnings amount to €5,474. I request a withdrawal of €2,500, leaving €2,974.05 in my player account.
6. On February 10, 2025, I continue playing with the money I had in my player account balance, which amounts to €13,399.05. This amount, added to the money pending withdrawal, gives a total of €15,899.05.
7. On February 12, 2025, I asked the "privateclubcasino" online chat service about the status of my withdrawal, and they assured me that "the matter should be resolved today."
8. That same day, a few hours after speaking with the online chat, the following message appears when I try to access the "privateclubcasino" website: "Sorry, you have been blocked. You are unable to access Privateclubcasino.com."
9. I received an email on the same day, February 12th at 4:59 PM (Spanish time) in which the casino stated the following:
The following sections from our T&C have been breached:
Section 3.4: We don't allow the use of VPN, proxy or similar service/Device to mask or manipulate the identification of your location.
Section 4.1: Restricted use, specifically subsection 3 of restricted countries - including Spain.
As a result:
• Your most recent withdrawal request has been voided.
• Any deposits made have already been returned with your last withdrawal.
• Your account will now be permanently closed in accordance with our regulatory obligations.
10. I respond on the same February 12, 2025 in a series of emails sent to " support@privateclubcasino.com "ensuring the following:
That at no time have I accessed the website " privateclubcasino.com " with my username and password through a VPN service, requesting evidence from the casino to prove such an accusation.
At the time I (personal info deleted by Casino.Guru) registered on your website, Spain did not appear on the list of prohibited countries in your "Terms and Conditions." Furthermore, there was no mention of "Spain" anywhere in those terms.
I didn't understand why they had accepted my Spanish identity documents and I had been able to withdraw €3,219 without any problems.
He also accused the casino "privateclubcasino" of modifying its "Terms and Conditions" in an attempt to delegitimize my claim. As you can see in the various screenshots attached to this email, "Spain" did not appear on the aforementioned list of banned countries until the afternoon of February 12, 2025. The seriousness and legal repercussions of modifying these terms in an attempt to deliberately deceive users are clear.
11. Since February 12, 2025, I have not received a response from the casino.
You can confirm that the date the "Terms and Conditions" of "privateclubcasino" were amended—the date they added "Spain" to the list of banned countries—is the evening (Spanish time) of February 12, 2025, so any winnings generated before "Spain" appeared in those terms should be paid to the user.
Edited by a Casino Guru admin
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1 year ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your account closure and the issues with your unpaid winnings.
To help us understand your situation better and to proceed with your case, could you please clarify a few points:
- Could you confirm the total amount you were expecting to withdraw at the time your account was blocked?
- Have you used any VPN, proxy, or other location-masking tools at any point, even for unrelated browsing?
If you have any of this information or additional evidence, feel free to forward it directly to petronela.k@casino.guru so we can examine it carefully.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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1 year ago
TranslationGood morning, Casino Guru, and thank you very much for your help with this matter. Yesterday, I sent you the information you requested to the email address provided. In case it helps, and to clarify the points of my complaint, I'm attaching a summary of what happened with Privateclubcasino. Thank you.
-I am registering with "privateclucasino" on January 29, 2025. At that time, "Spain" does not appear on the list of prohibited countries or anywhere else in its "Terms and Conditions."
-My Spanish documents are accepted and verified. I've been depositing and withdrawing money normally for almost two weeks playing at this casino.
-On February 12, 2025, I was blocked from accessing the "privateclubcasino" website, falsely accusing me of gambling using a VPN and claiming that "Spain" appeared on the list of banned countries in their "Terms and Conditions."
I am confident that you will be able to verify that my screenshots have not been manipulated or modified at any time. You will also be able to confirm that the modification date of the "privateclubcasino" "Terms and Conditions"—the moment they added "Spain" to the list of prohibited countries—coincides with the evening (Spanish time) of February 12, 2025, so any winnings generated before "Spain" appeared in those terms should be paid to the user.
I really appreciate your time and attention on this matter.
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12 months ago
TranslationGood morning, Casino Guru. The deadline for your response is almost up, and I'm not sure how this works—whether my claim is closed after that time, or if there's some kind of extension. I also haven't received a response to the emails I sent to the address you provided. Still, I hope everything is going well and that I can get a response soon.
Greetings and thanks.
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12 months ago
Dear Felmelvil,
Thank you very much for your patience, and I’m sorry for my delayed reply.
We’ve carefully reviewed your summary and attached evidence. Before we proceed further, could you please let us know if you had ever completed the full "Personal Information" section inside your Private Club Casino account? This may include filling out or confirming your address, phone number, and other personal details directly in your account profile — not just through documents submitted via email.
This information will help us clarify whether your registration and profile were fully finalized before the casino’s sudden change in terms.
Thank you in advance for your reply.
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12 months ago
TranslationHello, and thank you very much for your response. Of course, I'll send you the screenshots that confirm it. Best regards and thank you.
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12 months ago
Thank you very much, Felmelvil, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.
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12 months ago
TranslationPerfect, Petronela, and thank you so much for your time and attention. Will contact with your colleague also be through this chat? I hope we can achieve something with this complaint. It's been impossible for me to speak with the casino or Anjouan Gaming. I know it's complicated, but I haven't lost hope. Thank you so much for everything.
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11 months ago
Hello there,
Thank you Felmelvil for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Private Club Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.
Thank you!
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11 months ago
TranslationHello Peter, and thank you very much for your help. I hope you can contact Privateclub Casino. In my case, they never responded to my emails. I doubt they have an explanation as to why certain withdrawals were validated and why they blocked my player account, when, as you can see, "Spain" did not appear on the list of prohibited countries in their Terms and Conditions.
I doubt this casino wants to solve the case, but I really appreciate the effort. Hopefully, with a bit of luck, you'll get an answer.
Greetings and thanks!
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11 months ago
TranslationGood morning, Guru Casino, and thank you for your attention. I imagined this was what would happen, that time would run out, and that Privateclubcasino wouldn't respond to my complaint. It's a shame, but that's how these types of casinos work. I'd like to make one last request. I think it would be good for all users if platforms like Guru Casino worked to prevent these types of casinos from flourishing. Anything you can do to report these casinos licensed by Anjouan Gaming will go a long way toward eradicating them. We need to bring these casinos into the spotlight so people know what they're doing: write reviews about them, report their activities. Only then will we achieve a fairer online gaming world for players. I, for one, am very grateful for your time and attention.
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11 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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11 months ago
TranslationGood morning, Guru Casino. As you can see, Privateclubcasino has no intention of resolving this matter. It's a shame, because they're going to seize money I've legitimately earned. I wish I had the financial means to hire lawyers and take Privateclubcasino to court. And I wish all users could unite against this type of casino. Thank you to Guru Casino for their attention in this matter, trusting that casinos licensed by Anojuan Gaming will be monitored, given their lack of legality.
Thank you again for your time and attention.
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11 months ago
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the form in the validator (link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
