Kære Nemokid,
Mange tak for din indsendelse af din klage. Jeg er ked af at høre om dit problem. Jeg tjekkede de generelle vilkår og betingelser, og selvom jeg fandt ud af, at Italien faktisk er et begrænset land ( https://www.vipclubplayer.com/countries ), kunne jeg oprette en konto ved hjælp af en italiensk VPN.
Jeg vil gerne understrege, at kasinoet kan acceptere en spiller fra et begrænset land, så længe det ikke forårsager problemer under tilbagetrækning/gameplay osv. Hele artiklen vedrørende "Begrænsede lande" findes i vores Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries .
Inden vi går videre, vil jeg bede dig om at bekræfte, at du ikke har brugt en VPN (Virtual Private Network) eller anden maskeringssoftware til at ændre din placering, når du åbner kontoen eller spiller.
Derudover kan du venligst videresende mig al relevant kommunikation mellem dig og kasinoet til kristina.s@casino.guru ? Alternativt kan du poste det her. Jeg vil især gerne se beskeden, hvor kasinoet hævder, at grunden til at konfiskere dine gevinster er, at du er fra et begrænset land.
Ser frem til at høre fra dig. Forhåbentlig vil vi være i stand til at hjælpe dig med at løse dette problem hurtigst muligt.
Med venlig hilsen,
Kristina
Dear Nemokid,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and although I found out that Italy is indeed a restricted country (https://www.vipclubplayer.com/countries), I was able to create an account using an Italian VPN.
I would like to emphasize that the casino can accept a player from a restricted country, as long as it won’t cause any problems during withdrawal/gameplay, etc. The whole article related to "Restricted Countries" can be found in our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries.
Before we move forward, I would like to ask you to confirm, that you haven’t used a VPN (Virtual Private Network) or any other masking software to alter your location, when opening the account or playing.
Additionally, could you please forward me all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. I would especially like to see the message in which the casino claims that the reason for confiscating your winnings is that you are from a restricted country.
Looking forward to hearing from you. Hopefully, we will be able to help you to resolve this issue as soon as possible.
Best regards,
Kristina
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