Zip Casino - general discussion (page 2)

I already informed my colleague Tomas about this situation, yet it remains strange that we can't access the site with the VPN set to Germany, plus the registration form misses Germany as a country of residence. We tried that yesterday with no luck.

Could you ask its support, perhaps? I would love to hear the casino's response for once.

I now asked the casino what was correct. I'll send the answer here:

Thank you for contacting us and sharing your thoughts with us. We understand that there may be some uncertainty regarding our services in your location.

Our casino takes regulatory compliance very seriously and we want to assure you that we operate within relevant industry regulations.

We have reviewed the regulations that apply to our services and have taken the appropriate steps to adapt to them. There may have been developments in regulations or exceptions that allow us to expand our services to certain areas.

If you have any specific questions or doubts about our presence in your region, we recommend that you contact our department responsible for addressing these concerns. You can be reached at the following email address: Complaints@smtpauthrelay.com. They are available to answer your questions and provide you with greater insight into specific aspects and our commitment to compliance.

Your feedback is very important to us and we commend your care in addressing these matters. Rest assured that we are committed to being open and complying with all relevant laws while serving our customers in different parts of the world.

As far as I know the terms and conditions are correct. I recommend that you read our casino's terms and conditions again.

To receive an official response, I would also kindly advise you to contact our compliance team at the following address:

Complaints@smtpauthrelay.com

I don't know what email address that should be, which the casino told me in the reply. Maybe you know it better?

I can really only confirm here that I was able to register in this casino as a German here in Germany as normal. I didn't have any problems with the verification either; the documents showed that I was from Germany. I've already had 2 withdrawals, 1 time 600 euros and 1 time 700 euros, which were in my account within 2 days later. But I still can't understand why you see the terms and conditions differently. And why they say to Yasin above that as a German you are not allowed to play. This has not been confirmed to me and there is nothing about German in the terms and conditions that I can see. It's really a mystery to me now.

Hello.

This email says literally nothing aside from providing a vague recommendation to get in touch with some complaint department. This is how I feel about the response. 🤔

I'll forward this to the Data Team at once.

Sadly, I'm not familiar with the address provided either 🙁.

Would you repeat the question through the suggested email? I feel a bit desperate about this whole mess, any insight would be greatly appreciated, especially from the recommended department. 🤔

The other option would be to submit a complaint because many aspects seem unclear or misleading thus a thorough full investigation would be in place.

What do you think?

Yes, I will ask again. I just don't want to make a complaint because I don't have any problems with this casino. I think the casino is really great and I can't explain why some players from Germany aren't allowed to play there. But I will write another email or ask in the chat.

Sure got it. So it would be great if you write an email and when you hear anything new, can you let us know ? I think it will be good information on the forum and some players might come across it and get informed. 

For now we will wait for a reply. 🙂

I'm sending the chat history as a screenshot here, I don't know how else to send it. My account has now been blocked

I'm sorry to hear this. I've been discussing this situation with my colleague from the Data Team for quite some time, and we both felt you should submit the complaint in order to help us investigate. That's where my suggestion came from.

As the situation escalated without warning, now it's definitely time to submit one!

Please do so through this link.

I have now filed a complaint

Hello Gretche70,

I would say you were lucky and got paid, which wasn't the case for me.

As already mentioned, my documents were in order and were accepted by other casinos without any problems and only not approved at Zip Casino, and therefore the withdrawal was not possible.

My account has already been closed and I absolutely cannot recommend Zip Casino.

I think it's the right move. It is unfortunate that this situation has arisen, because you said that you had no problems with the casino so far. 

Anyway, let's see where our complaint team gets with your complaint. If you hear anything new, please let us know again, as I am quite interested in this case. 

I'll be waiting 

Hi, I'm so sad to hear that. Did you find out what the problem was with the documents and why the casino didn't accept them ? How long did the account verification process take ? Too bad you didn't try to file a complaint with us, maybe we could have helped you with your case. 

However, I completely understand if you closed your account at this casino if you had such an experience. If you run into something similar in the future, which I hope won't happen, don't hesitate to let us know how long your situation lasts. We will do our best to try to assist you. 

Hello Ragner 69

Yes, I was probably lucky. Just don't understand why they didn't approve your documents. It was very easy for me and not much. ID, proof of address and proof of payment. Well anyway, my account was closed anyway

I haven't heard anything from the casino again, and the complaint was in vain

Unfortunately the complaint didn't help me

Hello, I read that.

I asked my colleague to check it out personally because we feel things should be stated clearly. It's probably a lack of internal communication. I was hoping we would investigate or clarify the restriction for German players, but sadly, this is not possible. I'm sorry I put you through this; I meant well.

Hello, another question, as a German I can now only see the casinos that are approved for Germany, why?

Yes, now it is what it is. But why can't you invite the casino to a conversation to clarify this situation? If I, as a German player, read in the terms and conditions that German players are NOT excluded???

Hello everyone,

I also registered on the site yesterday morning and won money. I sent all the documents for my verification at 9:30 a.m. Nothing since then.

When can you expect an answer here? And what are the two different websites? www.zipcasino5431412.com and www.zipcasino.com

I became aware of Bonushereos through the website. Which redirect directly to the first website.

Is the site a scam? What can you do now, in my case it's a lot of money for me.

Best regards