The player from Germany had registered and made several successful withdrawals at the casino. However, following a debate on Casino Guru that suggested German players weren't allowed to play at this casino, the player's account had been closed until the matter was resolved, despite there being no such rule in the casino's T&C. The player's account had been fully verified with no remaining balance at the time of closure. The player had claimed that the casino's terms and conditions did not exclude German players. We had clarified that the casino had the right to close an account as long as all rightful winnings were settled. Despite the player's insistence, we had maintained that since there were no withheld funds, the complaint was unjustified. Based on the casino's implementation of an IP block for German players and the removal of Germany from the registration form, we concluded that Germany was a restricted jurisdiction. The complaint was rejected due to the lack of withheld funds and the player's location in a restricted jurisdiction.
Zip Casino - Player's account has been closed due to disputed eligibility.
Amount: ??
Zip Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Hello, I registered at this casino on 29/8/23, immediately verified my credentials, deposited funds, and started playing as usual. So far, I've made three withdrawals, each of which was processed and in my account within two days. However, there has been a debate here on Casino Guru suggesting that German players aren't allowed to play at this casino. This was surprising because I was able to register and play. I couldn't find any rule in the casino's T&C stating that French players are excluded. When I inquired at the casino, I spent roughly 30 minutes on live chat before the representative told me that my account would be closed until the matter was sorted out. Despite the absence of any such rule in the T&C, she told me I should not actually be playing at their casino. Since then, I haven't heard anything.
Dear Gretche70,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how much was your account balance at the time of its closure? Have you completed the KYC verification successfully in the past?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Meanwhile, I'd like to emphasize that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.
Thank you in advance for your reply.
Best regards,
Petronela
My account is fully verified and had my 3rd withdrawal the day before closure without any issues. I have no credit left. I haven't had any problems with this casino, so I don't understand why they closed my account. I have already written about this topic in the discussions with Radka, maybe you can take a look there. When I go to the terms and conditions in this casino, there is nothing that says German is excluded. I sent you the last chat history via email. I haven't heard anything from this casino since then.
It's not uncommon for a casino to update its terms or shift its business focus from Germany to other areas. Please understand that if the casino has already settled all your rightful winnings, and there are no outstanding balances being held by them, there's limited action we can take.
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.
I just don't understand everything. The casino has not changed the terms and conditions. There is nothing in the terms and conditions of the casinos that says German players are excluded. But he tells you that here. That's why I got involved in the discussions. Even Radka recommended me to file a complaint and you say you can't do anything now. As a German, I registered in this casino, played and paid out, everything was completely normal. Although you state here that German players are not accepted. Before I started playing I read through the terms and conditions, nothing said that German was excluded. That's why I didn't think about it. Nevertheless, I asked the casino what was true about whether German players were allowed to play or not. That's why my account has now been closed. You see the terms and conditions differently than we German players. Ask Radka
To the best of my recollection, I never explicitly mentioned whether German players are restricted or permitted. My statement solely emphasized that the casino possesses the authority to close a player's account without providing a specific reason, as long as any outstanding balances have been settled. If your account was indeed blocked, and no funds were being withheld, there may be limited options available to address the situation. When Radka suggested that you file a complaint, she likely wasn't aware that your account had no remaining active balance.
Could you please clarify what the disputed amount represents?
Hello
It's not about any amount. I had to specify an amount when submitting my complaint, otherwise the complaint would not have gone out. That's why I simply stated 100 euros. I filed the complaint because the casino closed my account because I come from Germany. But there is nothing in the terms and conditions that says German is excluded. You also state here that German players are not accepted, how do you know that? I became aware of this account through a promotional email, not through your site. I registered there and played normally. Verified my account and made withdrawals. Only later did I read the reviews, complaints and discussions here at Casino Guru about German players. I spoke to the casino about this topic, the lady in the chat said she had to close my account until the matter was resolved. I've now written a few emails and now I'm not getting any answers. It's strange that you state here that German players are not accepted, even though there is nothing about it in the terms and conditions and I, like other German players, could also play there. Why can't you invite the casino here to clarify this situation?
Here's another screenshot of the terms and conditions when I go to the casino's website
We have Germany between restricted jurisdictions as the casino implemented an IP block for all German players.
Additionally, Germany is no longer available to choose from the Registration form. Therefore, Germany is listed as not allowed in our review.
s I stated earlier, since there are no funds being held in your blocked account, all the winnings were paid and Germany became a restricted country, we won't proceed with this case any further. 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.
