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1. On January 29, 2025, I begin playing at "Privateclubcasino," an online casino operated by Akateco Limitada—a company based in Costa Rica with registration number 3102912063, Provincia de Puntarenas 06, Cantón 11 Garabito, Jaco, 61101—and licensed by Anjouan Gaming. I am permitted to select "Spain" as my country and place of residence on the registration form. I make two deposits of €400 and €360. As a result of this last deposit, I obtain winnings of €3,219, from which I request a withdrawal.

2. The next day, on January 30, 2025, I sent all the necessary documents to verify my account and withdraw the money: photos of my credit card, photos of my ID that says "Kingdom of Spain," as well as bank documents and proof of Spanish residency. That same day, I received an email from " support@privateclubcasino.com " which states the following: "As per your email, we received and approved all the required documents.

Happy to inform you that your account is now Fully Verified! "The financial department is informed and we will notify you about the transition's status as soon as they confirm it is approved."

3. The withdrawal of 3,219 euros is approved, and the money arrives in my bank account via immediate transfer on February 4, 2025.

4. One day later, on February 5, 2025, I make three deposits at the casino, amounting to €350, €350, and €340. With this last deposit, I win €2,488 and request a withdrawal.

5. On February 9, 2025, I cancel this withdrawal to continue playing. That same day, my winnings amount to €5,474. I request a withdrawal of €2,500, leaving €2,974.05 in my player account.

6. On February 10, 2025, I continue playing with the money I had in my player account balance, which amounts to €13,399.05. This amount, added to the money pending withdrawal, gives a total of €15,899.05.

7. On February 12, 2025, I asked the "privateclubcasino" online chat service about the status of my withdrawal, and they assured me that "the matter should be resolved today."

8. That same day, a few hours after speaking with the online chat, the following message appears when I try to access the "privateclubcasino" website: "Sorry, you have been blocked. You are unable to access Privateclubcasino.com."

9. I received an email on the same day, February 12th at 4:59 PM (Spanish time) in which the casino stated the following:

The following sections from our T&C have been breached:

Section 3.4: We don't allow the use of VPN, proxy or similar service/Device to mask or manipulate the identification of your location.

Section 4.1: Restricted use, specifically subsection 3 of restricted countries - including Spain.

As a result:

• Your most recent withdrawal request has been voided.

• Any deposits made have already been returned with your last withdrawal.

• Your account will now be permanently closed in accordance with our regulatory obligations.

10. I respond on the same February 12, 2025 in a series of emails sent to " support@privateclubcasino.com "ensuring the following:

That at no time have I accessed the website " privateclubcasino.com " with my username and password through a VPN service, requesting evidence from the casino to prove such an accusation.

At the time I (personal info deleted by Casino.Guru) registered on your website, Spain did not appear on the list of prohibited countries in your "Terms and Conditions." Furthermore, there was no mention of "Spain" anywhere in those terms.

I didn't understand why they had accepted my Spanish identity documents and I had been able to withdraw €3,219 without any problems.

He also accused the casino "privateclubcasino" of modifying its "Terms and Conditions" in an attempt to delegitimize my claim. As you can see in the various screenshots attached to this email, "Spain" did not appear on the aforementioned list of banned countries until the afternoon of February 12, 2025. The seriousness and legal repercussions of modifying these terms in an attempt to deliberately deceive users are clear.

11. Since February 12, 2025, I have not received a response from the casino.

You can confirm that the date the "Terms and Conditions" of "privateclubcasino" were amended—the date they added "Spain" to the list of banned countries—is the evening (Spanish time) of February 12, 2025, so any winnings generated before "Spain" appeared in those terms should be paid to the user.

1. El 29 de enero de 2025 comienzo a jugar en "Privateclubcasino", casino online operado por Akateco Limitada -una empresa con sede en Costa Rica bajo el número de registro 3102912063 Provincia de Puntarenas 06, Cantón 11 Garabito, Jaco, 61101- y con licencia de Anjouan Gaming. Se me permite seleccionar "España" en el formulario de registro como país y lugar de residencia. Realizo 2 depósitos por valor de 400 y 360 euros. Fruto de este último depósito, obtengo unas ganancias de 3.219 euros, de los que solicito una retirada.

2. Un día después, el 30 de enero de 2025, envío todos los documentos necesarios para verificar mi cuenta y así realizar la retirada de dinero: fotos de mi tarjeta de crédito, fotos de mi documento de identidad donde se lee "Reino de España", así como documentos bancarios y justificantes de residencia españoles. Ese mismo día recibo un correo desde "support@privateclubcasino.com" en el que se afirma lo siguiente: "As per your email, we received and approved all the required documents.

Happy to inform you that your account is now Fully Verified! The financial department are informed and we will notify you about the transition's status as soon as they confirm it is approved".

3. La retirada por valor de 3.219 euros es aprobada y el dinero llega a mi cuenta bancaria a través de transferencia inmediata el 4 de febrero de 2025.

4. Un día después, el 5 de febrero de 2025, realizo 3 depósitos en el casino, por valor de 350, 350 y 340 euros. Con este último depósito gano 2.488 euros y solicito una retirada de dinero.

5. El 9 de febrero de 2025 cancelo dicha retirada de dinero para seguir jugando. Ese mismo día mis ganancias ascienden a 5.474 euros. Solicito una retirada de dinero por valor de 2.500 euros, quedando 2.974,05 euros en mi cuenta de jugador.

6. El 10 de febrero de 2025 sigo jugando con el dinero que tenía en el balance de mi cuenta de jugador, que llega a los 13.399,05 euros. Una cifra que, sumada al dinero que estaba pendiente de retirada, da un total de 15.899,05 euros.

7. El 12 de febrero de 2025 pregunto al servicio de chat online de "privateclubcasino" por el estado de mi retirada de dinero, que me asegura, en relación a dicha retirada que "the matter should be resolved today".

8. Ese mismo día, pasadas unas horas desde que hablara con el chat online, aparece el siguiente mensaje cuanto intento acceder a la web de "privateclubcasino": "Sorry, you have been blocked. You are unable to access Privateclubcasino.com".

9. Recibo un correo el mismo día 12 de febrero a las 16:59 (hora española) en el que el casino afirma lo siguiente:

The following sections from our T&C have been breached:

Section 3.4: We don’t allow the use of VPN, proxy or similar service/Device to mask or manipulate the identification of your location.

Section 4.1: Restricted use, specifically subsection 3 of restricted countries - including Spain.

As a result:

• Your most recent withdrawal request has been voided.

• Any deposits made have already been returned with your last withdrawal.

• Your account will now be permanently closed in accordance with our regulatory obligations.

10. Yo respondo el mismo 12 de febrero de 2025 en una serie de correos electrónicos enviados a "support@privateclubcasino.com" asegurando lo siguiente:

Que en ningún momento yo he accedido con mi usuario y contraseña a la web "privateclubcasino.com" a través de un servicio de VPN, solicitando pruebas al casino que demuestren tal acusación.

Que en el momento en el que yo, (personal info deleted by Casino.Guru), me di de alta en su web, España no aparecía en la lista de países prohibidos de sus "Términos y Condiciones". Es más, no se hacía mención a "España" en ninguna parte de dichos términos.

Que no entendía por qué habían aceptado mis documentos de identidad españoles y había podido hacer una retirada de dinero valorada en 3.219 euros sin ningún problema.

Acusaba, además, al casino "privateclubcasino" de modificar sus "Términos y Condiciones" con el fin de deslegitimar mi reclamación. Como verán en las distintas capturas de pantalla que adjunto a este correo, "España" no aparecía en la mencionada lista de países prohibidos hasta la tarde del mismo día 12 de febrero de 2025. La gravedad y las repercusiones legales de modificar esos términos para intentar engañar deliberadamente al usuario es clara.

11. Desde el 12 de febrero de 2025 no he obtenido respuesta por parte del casino.

Podrán confirmar que la fecha de modificación de los "Términos y Condiciones" de "privateclubcasino" -el momento en el que añadieron a "España" en la lista de países prohibidos- coincide con la tarde (hora española) del día 12 de febrero de 2025, por lo que toda ganancia generada antes de que "España" apareciera en dichos términos debería ser pagada al usuario.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your account closure and the issues with your unpaid winnings.

To help us understand your situation better and to proceed with your case, could you please clarify a few points:

• Could you confirm the total amount you were expecting to withdraw at the time your account was blocked?
• Have you used any VPN, proxy, or other location-masking tools at any point, even for unrelated browsing?

If you have any of this information or additional evidence, feel free to forward it directly to petronela.k@casino.guru so we can examine it carefully.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning, Casino Guru, and thank you very much for your help with this matter. Yesterday, I sent you the information you requested to the email address provided. In case it helps, and to clarify the points of my complaint, I'm attaching a summary of what happened with Privateclubcasino. Thank you.

-I am registering with "privateclucasino" on January 29, 2025. At that time, "Spain" does not appear on the list of prohibited countries or anywhere else in its "Terms and Conditions."

-My Spanish documents are accepted and verified. I've been depositing and withdrawing money normally for almost two weeks playing at this casino.

-On February 12, 2025, I was blocked from accessing the "privateclubcasino" website, falsely accusing me of gambling using a VPN and claiming that "Spain" appeared on the list of banned countries in their "Terms and Conditions."

I am confident that you will be able to verify that my screenshots have not been manipulated or modified at any time. You will also be able to confirm that the modification date of the "privateclubcasino" "Terms and Conditions"—the moment they added "Spain" to the list of prohibited countries—coincides with the evening (Spanish time) of February 12, 2025, so any winnings generated before "Spain" appeared in those terms should be paid to the user.

I really appreciate your time and attention on this matter.

Muy buenos días Casino Guru y muchas gracias por su ayuda en este asunto. Ayer mismo les envié la información que me pedían al correo indicado. Por si sirve de algo, y para aclarar los puntos de mi reclamación, les adjunto un resumen de lo que ha sucedido con Privateclubcasino. Gracias:

-Me doy de alta en "privateclucasino" el 29 de enero de 2025. En ese momento "España" no aparece en la lista de países prohibidos ni en ninguna otra parte de sus "Términos y Condiciones".

-Mis documentos españoles son aceptados y verificados. Deposito y retiro dinero con normalidad durante casi dos semanas jugando en dicho casino.

-El 12 de febrero de 2025 se me impide el acceso a la web de "privateclubcasino", acusándome falsamente de jugar utilizando una VPN y asegurando que "España" aparecía en sus "Términos y Condiciones" dentro de la lista de países prohibidos.

Estoy convencido de que ustedes podrán verificar que mis capturas de pantalla no han sido manipuladas o modificadas en ningún momento. También podrán confirmar que la fecha de modificación de los "Términos y Condiciones" de "privateclubcasino" -el momento en el que añadieron a "España" en la lista de países prohibidos- coincide con la tarde (hora española) del día 12 de febrero de 2025, por lo que toda ganancia generada antes de que "España" apareciera en dichos términos debería ser pagada al usuario.

Les agradezco mucho su tiempo y atención con este asunto.

Good morning, Casino Guru. The deadline for your response is almost up, and I'm not sure how this works—whether my claim is closed after that time, or if there's some kind of extension. I also haven't received a response to the emails I sent to the address you provided. Still, I hope everything is going well and that I can get a response soon.

Greetings and thanks.

Muy buenos días Casino Guru. Está a punto de cumplirse el plazo para vuestra respuesta y no sé muy bien cómo funciona esto, si pasado ese tiempo se cierra mi reclamación o si hay algún tipo de extensión de tiempo. Tampoco he recibido respuesta a los correos enviados a la dirección que me facilitasteis. Aun así, espero que todo vaya bien y que pueda obtener alguna respuesta pronto.

Saludos y gracias.

Dear Felmelvil,

Thank you very much for your patience, and I’m sorry for my delayed reply.

We’ve carefully reviewed your summary and attached evidence. Before we proceed further, could you please let us know if you had ever completed the full "Personal Information" section inside your Private Club Casino account? This may include filling out or confirming your address, phone number, and other personal details directly in your account profile — not just through documents submitted via email.

This information will help us clarify whether your registration and profile were fully finalized before the casino’s sudden change in terms.

Thank you in advance for your reply.

Hello, and thank you very much for your response. Of course, I'll send you the screenshots that confirm it. Best regards and thank you.

Hola y muchas gracias por tu respuesta. Por supuesto que sí, te envío las capturas de pantalla que lo confirman. Saludos y gracias.

Thank you very much, Felmelvil, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Perfect, Petronela, and thank you so much for your time and attention. Will contact with your colleague also be through this chat? I hope we can achieve something with this complaint. It's been impossible for me to speak with the casino or Anjouan Gaming. I know it's complicated, but I haven't lost hope. Thank you so much for everything.

Perfecto Petronela y muchas gracias por tu tiempo y atención. ¿El contacto con tu compañero será también a través de este chat? Ojalá podamos conseguir algo con esta reclamación. Para mí ha sido imposible hablar con el casino o con Anjouan Gaming. Sé que es complicado, pero no pierdo la esperanza. Muchas gracias por todo.

Hello there,

Thank you Felmelvil for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Private Club Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Hello Peter, and thank you very much for your help. I hope you can contact Privateclub Casino. In my case, they never responded to my emails. I doubt they have an explanation as to why certain withdrawals were validated and why they blocked my player account, when, as you can see, "Spain" did not appear on the list of prohibited countries in their Terms and Conditions.

I doubt this casino wants to solve the case, but I really appreciate the effort. Hopefully, with a bit of luck, you'll get an answer.

Greetings and thanks!

Hola Peter y muchas gracias por tu ayuda. Ojalá podáis contactar con Privateclub casino. En mi caso, jamás dieron respuesta a mis correos. Dudo que tengan una explicación a por qué se validaron ciertas retiradas de dinero y por qué bloquearon mi cuenta de jugador, cuando, como has podido ver, "España" no aparecía en la lista de países prohibidos de sus Términos y Condiciones.

Yo dudo de que este casino quiera resolver el caso, pero les agradezco mucho el intento. A ver si con un poco de suerte obtenéis respuesta.

Saludos y gracias!

Good morning, Guru Casino, and thank you for your attention. I imagined this was what would happen, that time would run out, and that Privateclubcasino wouldn't respond to my complaint. It's a shame, but that's how these types of casinos work. I'd like to make one last request. I think it would be good for all users if platforms like Guru Casino worked to prevent these types of casinos from flourishing. Anything you can do to report these casinos licensed by Anjouan Gaming will go a long way toward eradicating them. We need to bring these casinos into the spotlight so people know what they're doing: write reviews about them, report their activities. Only then will we achieve a fairer online gaming world for players. I, for one, am very grateful for your time and attention.

Buenos días Guru Casino y gracias por su atención. Imaginaba que esto era lo que iba a pasar, que el tiempo se cumpliría y que Privateclubcasino no daría respuesta a mi reclamación. Es una pena, pero así funcionan este tipo de casinos. Me gustaría hacerles una última petición. Creo que sería bueno para todos los usuarios que plataformas como Guru Casino trabajaran para evitar que este tipo de casinos prosperen. Todo lo que puedan hacer ustedes para denunciar estos casinos con licencia de Anjouan Gaming será un gran paso para erradicarlos. Hay que dar visibilidad a estos casinos para que la gente sepa dónde se mete: hagan una reseña al respecto, denuncien sus actividades. Solo así conseguiremos un mundo del juego online más justo para los jugadores. Yo, por mi parte, les agradezco mucho su tiempo y atención.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good morning, Guru Casino. As you can see, Privateclubcasino has no intention of resolving this matter. It's a shame, because they're going to seize money I've legitimately earned. I wish I had the financial means to hire lawyers and take Privateclubcasino to court. And I wish all users could unite against this type of casino. Thank you to Guru Casino for their attention in this matter, trusting that casinos licensed by Anojuan Gaming will be monitored, given their lack of legality.

Thank you again for your time and attention.

Muy buenos días Guru Casino. Como ven, Privateclubcasino no tiene ninguna intención de resolver este asunto. Es una pena, porque van a quedarse con un dinero que yo he ganado legítimamente. Ojalá tuviera la capacidad económica necesaria para contratar abogados y llegar a Privateclubcasino ante la justicia. Y ojalá todos los usuarios pudiéramos unirnos en contra de este tipo de casinos. Gracias a Guru Casino por su atención en este asunto, confiando en que se vigilará a los casinos con licencias otorgadas por Anojuan Gaming, dada su falta de legalidad.

Gracias, de nuevo, por vuestro tiempo y atención.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the form in the validator (link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter