The player from Germany had been blocked by Party Poker and Bwin after he requested a refund of lost money, claiming that the casinos had been operating illegally without a German license at that time. The player had questioned the fairness and legality of this action. However, we had clarified that we could not penalize the casino for closing his account as they had the right to restrict or close players' accounts for various reasons. We also explained that we did not handle complaints related to licensing regulations and policies, and we lacked the authority to enforce the legality of rules. Therefore, we had been unable to assist the player in this matter and had to reject the complaint.
Party Poker Casino DE - Player is banned due to a refund request.
Amount: ??
Party Poker Casino DE
Safety Index:Above averageSafety Index
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7.5
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
8 months ago
Public
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8 months ago
Translation
Hello, I have been blocked by Partypoker and Bwin. The reason for this is that it was known at that time that one could claim back all the money lost from the casino because it was illegal back then and they didn't have a license in Germany. Due to my email where I wrote that I wanted my money back, I was permanently blocked.
I don't think that's fair as one is to be immediately silenced and to ban me for that reason isn't fair either. Whether it's even legal, I don't know because I haven't violated any guidelines.
Automatic translation:
Public
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8 months ago
Dear DieKralle469,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.
- Could you please advise if there are any funds being held by the casino?
If the casino paid out all the winnings and no funds are being held, I’m afraid, there’s not much we can do for you.
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.
Best regards,
Petronela
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8 months ago
Translation
There is no money
It's not about any questionable activities
The reason for the ban is because I claimed my losses because it went viral at the time that you can have your losses from casinos in Germany because they didn't have Linzens
Automatic translation:
Public
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8 months ago
Dear DieKralle469,
Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.
If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.
If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos and utilizing available filters to find the most suitable casino for your needs.
Unfortunately, based on the information received thus far, we will not proceed further with this case.
I sincerely apologize that we couldn't offer more assistance in this matter.
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.
