The player from Germany faced account suspension due to a violation of terms related to residency, as he was a Turkish citizen. He submitted documents to verify his residency but was blocked from withdrawing €140. The Complaints Team was unable to investigate further due to the player's lack of response to inquiries, which led to the rejection of the complaint.
Xon Bet Casino - Player’s account has been closed for restricted country violations.
Closed
Our verdict
Player stopped responding
Amount: €140
Xon Bet Casino
Safety Index:LowCase summary
Discussion
Public
Public
8 months ago
Translation
I inform you that your account has been suspended due to a violation of our Terms of Use, in accordance with Rule 2.1.4.
2.1.4 If you are a resident of one of the following countries, you are not permitted to play for real money: Türkiye.
You have previously been asked to confirm your legal residence in a country where the use of our site is permitted.
In order to forward your request to our responsible department, please let us know if you can provide any of the following documents to prove your current residency status:
Residence card (for Poland: Karta Pobytu)
Employment contract plus salary certificate
Employment contract plus payslip (e.g. proof of tax payments)
Once we receive this confirmation, we can check whether further processing of your request is possible.
I deposited money there a few times, but when I wanted to withdraw €140 and submitted all the documents, my account was blocked.
Born and living in Germany, I'm a Turkish citizen and have been playing in online casinos for years. As always, I sent my passport, utility bill, bank statement, etc., along with the deposit. What now? 🙂
Automatic translation:
Public
Public
8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing. To better understand your situation and assist you effectively, could you please clarify the following:
- Have you accessed your casino account from Turkey at any point, or have you only played while in Germany?
- Which country of residence did you enter when completing your casino profile?
- Have you used any VPN or IP-masking software to alter your true location while accessing the casino website?
- Has the casino approved any of the German documents you provided for account verification?
I hope we can help you resolve this matter as soon as possible. Thank you in advance for your response.
Best regards,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
8 months ago
TranslationNo, I did everything correctly. I know a lot about it. I'm having this problem for the first time. My guess is that it's because of my Turkish passport that they think I'm from Turkey. I've never had this problem with other casinos. I also play at Brucebet, for example.
- Have you ever accessed your casino account from Turkey or have you only played from Germany
NO
Which country of residence did you specify when completing your casino profile?
Germany
Did you use a VPN or IP masking software to change your actual location when accessing the casino website?
NO
Did the casino accept any of the German documents you submitted to verify your account?
never got an answer
Automatic translation:
Public
Public
7 months ago
Please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Thank you for your patience and cooperation.
