The player from Germany accuses the casino of misrepresentation. Despite Germany not being listed as a prohibited country, he has been told that playing from Germany is not permissible. The player is now requesting a refund of his 450 euro deposit. After a closer examination, we ended up rejecting this complaint as unjustified.
Zip Casino - Player requests refund due to casino's misrepresentation.
Amount: €450
Zip Casino
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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
As can be clearly seen from the screenshots, Germany is NOT listed under the countries that are not allowed to play on the site. However, I have been told multiple times in chat that it is not permissible to play on this casino from Germany. I was able to sign up, make a deposit, and play. The issue here is not about me getting payouts of my winnings, but about the fact that there have been mistakes made in the casino's terms and conditions and I should not have been allowed to deposit or Germany should be listed as a prohibited country. Neither of these is the case, therefore, I kindly request that my deposit of 450 euros be refunded to me.
Automatic translation:
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8 months ago
Dear Saint90,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem.
Could you please advise why you believe that Germany should have been listed between restricted countries? How much is your active balance now? Are there any funds being held by the casino due to your geolocation?
Looking forward to hearing from you.
Best regards,
Petronela
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8 months ago
Translation
I've already been told twice in the chat that I'm "allegedly" not allowed to play from Germany. Even though I sent the screenshots to the chat, it clearly shows that Germany is not listed among the countries that are banned.
Therefore, on the one hand, it should not have been possible for me to deposit money, since, at least according to the chat, I have no opportunity to win or pay out my winnings.
No money is being withheld and I currently have no money in the casino's account. But I would like to have my deposits of 450 euros refunded as the terms and conditions of the site are misrepresented and the chat either misinformed me or the "Terms and Conditions" are misrepresented.
In principle, it doesn't matter what the situation is here, because in any case a mistake was made on the part of the casino and I shouldn't be the victim.
So I'm asking the casino to give me a refund of my deposits.-
Automatic translation:
Public
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8 months ago
There is insufficient basis for us to engage in negotiations regarding a refund of your lost deposits. If the casino had been withholding your winnings, citing that you cannot withdraw them due to being from a restricted country, that would be a distinct situation. However, this is not the case. Your belief that you should receive a refund for all your lost deposits stems from Germany not being initially listed as a restricted country, even though the live chat suggested it should be. Unfortunately, this reasoning alone does not suffice.
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.
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