Prive Casino - Player’s winnings were confiscated.

Hello, I registered at this casino on Monday. Yesterday, I made a withdrawal of €2500. I sent all the required documents to verify my account, and today I received a response saying that their terms state they do not accept players from Spain. I am very upset and need my money. Here I attach the withdrawal screenshots and the emails.

Dear fernandopetitzumba,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

When you registered in the casino, did you submit true personal information, including your country of residence as Spain, and your phone number with a Spanish prefix?

Have you used any VPN or IP-masking software to access the casino website?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronica, all the documents are true. I have not used any VPN. I sent them the documentation of my ID, phone bills and bank account document and they told me that everything was fine, they were missing the card. Well, I sent them the card, then I made the withdrawal and they just sent me that email saying that they were not going to pay me. I leave you the evidence of the emails.

Thank you very much, fernandopetitzumba, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you I hope your help

Hello fernandopetitzumba,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I have noticed that Spain is listed among the restricted countries in the Casino T&Cs

As well as, when I accessed the casino webpage from a Spanish IP I received this error message when I clicked on the Registration button

How did you manage to open your account?

Hello, they let me open the account completely normally, in fact when I started to verify the account they told me that everything was fine that they only needed my card where I made my deposits and I sent it to them, when I made the withdrawal that was when they jumped me with the problem. I sent them my ID and bank account and they accepted everything. I have all the emails saved with their messages.

Dear fernandopetitzumba,

I understand your point, but it is nothing unusual that any discrepancies are discovered only after a KYC is initiated and the player's documents are reviewed once all required documents are received by the casino team, so it is only at this point when they discovered you are a player from a restricted country. As I mentioned Spain is listed among the restricted countries in the Casino T&Cs and when I accessed the casino webpage from a Spanish IP I was not able to register, which makes me wonder how you were able to register without a VPN as you said have not used any.

I will contact the casino team to seek clarification on the matter, however, your eligibility for the winnings is uncertain.

Dear Prive Casino,

We kindly request details regarding the player's ability to register and make a deposit on your platform, especially considering that Spain is listed as one of the restricted countries. Since when is the IP block active?

Thank you. Could I recover the winnings I had at the casino? Because my question is. If I had lost my money would they have returned it to me? But since I had profits, they blocked my account. That is not fair. I hope I can recover the profits that belong to me

Dear Player and Casino Guru Team,

As Michal mentioned, Spain is listed as a restricted country in our Terms and Conditions, and an IP block has been enforced from the outset.

Given the circumstances, our only recourse was to ban the account, email, and credit card to prevent further play. Additionally, a refund of the deposited money was initiated, and the player should have already received the funds in their account.

We consider this case closed.

Best regards,

Privé Casino Team

Dear fernandopetitzumba,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It seems very bad to me, if I had lost the money they would not have given me what I deposited at the time. It's a scam, I feel scammed.

Dear fernandopetitzumba,

I acknowledge that the response from the casino representative may not have met your expectations. However, it is important to note that Spain is among the restricted countries, and registering an account from a Spanish IP is not possible, as confirmed by the error message I received today when attempting to do so.

This raises questions about how you managed to register without a VPN, as you mentioned. Nevertheless, it is essential to emphasize the player's responsibility in this matter. We always advise players to carefully review the terms and conditions before signing up to avoid such situations. Unfortunately, since you voluntarily registered (apparently bypassing the block) and deposited money in a casino that does not accept players from your country, there is little that can be done.

It is the player's responsibility to thoroughly understand the terms and conditions of each casino before creating an account.

After a thorough review of all the relevant information and evidence, it was determined that the casino team acted correctly by returning your previous deposit. We believe this to be a fair resolution to your situation.

While you are entitled to disagree with our decision, we are compelled to reject this complaint as unjustified. I wish I could be of more help.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru