The player from Germany requested a refund of 1860 Euros for bets made at a casino that claimed it no longer had a license and did not accept players from Germany. The casino alleged that the player had used a VPN, which he denied, and had since blocked access from Germany despite allowing him to register from that location. The issue was resolved when the casino refunded the player's money.
Sprut Casino - Player demands refund after being accused of using a VPN.
Amount: €1,860
Sprut Casino
Safety Index:LowSafety Index
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4.2
Sprut Casino has a Safety Index of 4.2, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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2 weeks ago
Translation
I am requesting a refund of my 1860 Euro bets.
I contacted the casino about refunding my bets.
Today, the legal department emailed me stating that the casino currently does not have a license because it has expired from Antillephone, and there was no information about this on the website when I was playing.
Secondly, the casino wrote in today's email that they do not accept players from Germany and simply claimed that I had used a VPN.
This is not true at all; there is no VPN on my phone.
Strangely, when I approached the management at Sadekya Fiduciary Partners with my complaint, the casino simply claimed I had used a VPN, and since this afternoon they have now blocked access from Germany.
Strangely, if the casino does not accept players from Germany, why was I able to register at the casino from Germany on 11/27/2024 and choose Germany as the country?
This is fraud, and I am demanding the refund of my 1860 Euro bets from the casino.
Automatic translation:
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2 weeks ago
Dear hschlue88,
Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you've encountered. To better understand your situation, may I ask you a few clarifying questions?
- Am I correct in understanding that you lost your deposits of €1860 during regular gameplay, and the current balance in your casino account is now zero?
- Are you requesting a refund of your lost deposits based on one or both of the following reasons:
- The casino does not have a German license.
- Germany is listed as a restricted jurisdiction.
If this is the case, you may already know—given the number of complaints you’ve previously submitted here—that we do not handle cases related to licensing regulations or policies. While I understand your concerns, I must kindly inform you that we are unable to assist with such matters. Casino Guru is an independent online casino database and mediator for resolving disputes between players and casinos. However, we have no authority to enforce regulations or determine the legality of specific licensing practices.
Additionally, per our policy, we are unable to assist in cases where a player from a restricted jurisdiction was able to register, deposit, and play but subsequently lost their funds during regular gameplay. Our assistance is limited to cases where a player from a restricted jurisdiction won funds, attempted to withdraw them, and then had their account blocked or funds confiscated due to their location.
If I have misunderstood any part of your situation, please do not hesitate to clarify. Otherwise, I regret to inform you that we will need to close this complaint.
Thank you for your understanding. I look forward to your response.
Best regards,
Veronika
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2 weeks ago
Translation
Casino refunded my money, complaint can be closed
Automatic translation:
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2 weeks ago
Dear hschlue88,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
