Claps Casino - Аккаунт игрока был закрыт.

Hello Guru Team,

I registered at this casino about a week ago, deposited $102.99 in BTC and won €3000 in real money.

Verification was successful, but my withdrawal was not processed, and the funds were reduced to the deposit amount on the grounds that I was not allowed to play from Germany. My account was blocked.

Please help.

Thanks

*******

Hallo Guru Team,

ich habe mich vor ca 1 Woche bei diesem Casino regestriert, BTC 102,99 $ eingezahlt und 3000 Euro Echtgeldguthaben gewonnen,

Verification verlief erfolgreich meine Auszahlung wurde aber nicht bearbeitet, und das Geld auf Einzahlungssumme verkleinert mit der Begründung das ich aus Deutschland nicht spielen darf. Mein Konto wurde gesperrt.

Bitte helfen Sie.

Danke

*******

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Claps Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Were you asked to submit documents confirming your identity or your current residency?
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Tomas,

On July 2, 2025, I successfully registered at Claps Casino.

Casino was closed on July 4th.

I had only played slot games and had 3000 euros in real money in BTC. My documents were successfully checked, such as passport, place of residence, etc.

Suddenly I only had my deposit of 3000 euros, namely 102.99 USD, in my account and support asked me to pay out the money because my account would then be blocked.

Hallo Tomas,

Am 2 Juli 2025 habe ich mich erfolgreich bei Claps Casino regestriert.

Casino wurde am 4. Juli gesperrt .

Hatte nur Slotspiele gespielt 3000 Euro Echtgeldguthaben in BTC gehabt , meine Unterlagen wurden erfolgreich geprüft wie Pass ,Wohnsitz usw.

Plötzlich nur meine Anzahlung aus 3000 Euro nähmlich 102,99 USD auf dem Konto gehabt und Support hat mich gebeten das Geld auszuzahlen da mein Konto dann gesperrt werden wird.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Claps Casino to join the conversation and participate in the resolution of this complaint.

Dear Claps Casino,

Can you please clarify how the player was able to register and deposit from a restricted country?

Kind regards,

Adam

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.

Dear Casino Guru Team,

Thank you for your inquiry.

The player registered on July 2, 2025 (agreeing to the Terms of Use) and made a deposit on July 2, 2025.

Between July 2 and July 3, the player engaged in slot gameplay and generated winnings. During the withdrawal process, the player completed identity verification, and we requested proof of address to finalize the withdrawal. The document provided confirmed a German residential address.

As per our Terms and Conditions, the following clauses apply:

-Clause 5.1.3: "You are not using the Services from prohibited for gaming, gambling, betting jurisdictions and/or not from the territories of restricted countries indicated in clause 6.6. herein."

-Clause 5.6: "All transactions conducted while You were on the prohibited for gaming jurisdictions and/or from the territories of restricted countries indicated in clause 6.6. herein will be nullified and remaining on Your account Funds will be returned to You minus wins (prize), if any, using the same payment method used for the original deposit, where applicable."Based on these terms, the winnings were annulled, the original deposit of 102.99 USD was returned, and the account was closed due to a breach of jurisdictional rules. The player was informed accordingly.

We remain committed to fair and transparent operations and appreciate your assistance.

Kind regards,

Claps Casino Team

Dear Claps Casino,

Many thanks for your response. While I can see that Germany is listed as a restricted country, we believe the right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

It might also be a possibility to prevent players from restricted countries from accessing the website at all, and only allowed countries should be listed in the registration form (I notice the casino doesn't ask for country information when the account is registered). 

If the casino allows a player from a restricted country to play because it hasn't implemented these measures, it should accept that it was the casino's mistake and pay out all winnings to the player (despite the fact that they shouldn't have been allowed to play in the first place), provided that the player hasn't done anything else that's against the rules. 

While I agree that the player's account can be closed, the fairest approach is to pay the player their full balance before doing so.

Kind regards,

Adam

Dear Adam,

Thank you for your thoughtful response.

We appreciate your perspective and understand the importance of implementing strong preventive measures. However, we would like to clarify that at the time of registration, our system does not request information about the player's country of residence. Therefore, we had no visibility into the player’s location when the account was created or the deposit was made.

The player's country of residence was only confirmed after a proof of address document was submitted during the withdrawal process. Once it was evident that the player was located in Germany, a restricted jurisdiction, we acted in accordance with our Terms and Conditions.

As outlined in:

Clause 5.1.3: players may not use the Services from restricted countries;

Clause 5.6: any transactions from restricted countries are nullified and only the deposited amount is returned.Additionally, under the regulatory framework of Anjouan, which governs our operations, Customer Due Diligence (CDD) procedures - including full player identification - are required upon the first withdrawal request. This is in line with international standards such as the FATF Recommendations, which require operators to conduct risk assessments based on player profiles, including geographic location and financial history. Therefore, we followed both our internal terms and the applicable legal obligations.

In this context, we believe that returning the full deposit of 102.99 USD is a fair and contractually sound resolution for both parties. While we understand the argument for improving preventive barriers - and are indeed reviewing such options - we must also enforce our rules consistently.

We remain open to collaboration and will continue to take steps to strengthen compliance while ensuring fairness within the scope of our Terms and regulatory requirements.

Kind regards,

Claps Casino Team

Hello dear Adam,

Hello Claps Casino,

Hundreds if not thousands of players from restricted countries can register, deposit and lose their money without starting the verification process, because we all know that 90% of casino customers only start the verification process when they want to pay out winnings.

This means that the casino makes a decent profit from the loss of the money from players from restricted countries

and that shouldn't happen in a reputable casino.

Thank you Adam for further support of the complaint.

I hope that a fair solution to my complaint will be found.

And the casino adapts the registration process for restricted countries, because I'm not only concerned about my winnings, which I will continue to fight for, but also about fair rules for other players from the restricted countries.

Thanks.

Best regards,

Tuscani090283

Hallo lieber Adam,

Hallo Claps Casino,

hunderte wenn nicht tausende von Spielern aus eingeschränkter Ländern können sich regestrieren einzahlen und verlieren ihr Geld ohne Verifizierungsprozess zu starten, da wir alle wiessen ein Verifizierungsprozess starten die Kunden des Casinos, zu 90 % erst dann wenn Gewinn ausgezahlt werden soll.

Das heisst das Casino macht ordentlichen Gewinn aus Verlust der von Spielern aus eingeschränkten Ländern

und das darf nicht passieren in einem seriösem Casino.

Danke Adam für weitere Unterstützung der Beschwerde.

Ich hoffe das eine faiere Lösung meiner Beschwerde gefunden wird.

Und das Casino Regestrierungsprozess für eingeschränkte Länder anpasst, da mir nicht nur um meinen Gewinn um den ich weiter kämpfen werde geht, sondern auch um faiere Regel für weitere Spieler aus den eingeschränkten Ländern.

Danke.

Mit freundlichen Grüssen,

Tuscani090283

Many thanks for your responses.

Dear Claps Casino,

We have very clear guidelines in our Fair Gambling Codex regarding this precise situation, and our position is always the same - it is not acceptable to knowingly let players register an account from a restricted country only to later confiscate the player's winnings for doing so. This is completely against the rules of fair play, as the casino is letting a player wager money without a chance to actually win something in return. As the player correctly mentioned, if a player is allowed to play from a restricted country and is losing, nothing is mentioned to them.

We understand that the restricted countries are listed in the terms, but it is easy for the casino to prevent these types of situations from occurring in the first place. Consequently, the fairest solution is to return the rest of the player's balance to them on this occasion.

Kind regards,

Adam

Dear Adam,

Thank you once again for your continued engagement and for sharing the Casino Guru Fair Gambling Codex position.

We fully understand your concerns and the importance of maintaining fair practices across the industry. At the same time, we must respectfully stand by our current resolution, which is grounded in both our Terms and Conditions and the applicable regulatory obligations under the Anjouan license.

As previously stated, the player’s country of residence was only confirmed during the withdrawal process, in line with Anjouan’s Customer Due Diligence (CDD) requirements, which mandate identity and location verification at the first withdrawal. Once the player submitted proof of address confirming residence in Germany — a restricted jurisdiction — we acted immediately in accordance with:

Clause 5.1.3: prohibiting use of our Services from restricted countries;

Clause 5.6: stating that all transactions from such jurisdictions will be nullified and only the deposit amount returned.

As a licensed operator, we are legally obligated to enforce these rules. The player violated the Terms and Conditions, and accordingly, we applied the relevant policy — returning the full deposit of 102.99 USD and voiding the winnings, as stipulated in our rules.

It’s also important to emphasize that before completing registration, the player was required to manually confirm agreement with our Terms and Conditions by checking the appropriate box — which serves as active user consent. This confirmation implies that the player has read, understood, and accepted the terms, including jurisdictional restrictions and the consequences of violating them. In other words, the player was fully aware of the rules and the potential outcome in such cases.

We strongly believe that this case is not about fairness, but rather about attempting to profit from a knowingly made violation. The player was able to register, deposit, and play from a restricted country — in direct breach of our terms — and only raised the issue once winnings were involved. This raises serious doubts about the good faith intentions behind the complaint.

Moreover, offering payouts in such cases would create a dangerous precedent, potentially encouraging other users to deliberately bypass restrictions with the expectation of leniency or financial gain. This would not only undermine the integrity of our platform, but also weaken adherence to both contractual and regulatory standards.

We appreciate your recommendations regarding preventive measures and are currently reviewing options to strengthen registration-level restrictions. However, we believe our handling of this case was fair, legally justified, and aligned with both licensing obligations and industry compliance standards. The player did not suffer any financial loss — the full deposit was returned — and the outcome followed clearly defined terms.

Kind regards,

Claps Casino Team

Hello Claps Casino,

Thanks for your response. You have mentioned that paying the winnings to the player would encourage others to circumvent restrictions, but the problem in this case is that there were no restrictions in place.

I appreciate that the casino wishes to adhere to its Terms and Conditions and will work on improving and implementing restrictions to prevent such situations from happening, but I do not believe it is fair to confiscate the player's otherwise fairly earned funds on this occasion.

Unfortunately, if the casino wishes to maintain its position, the complaint will be closed as unresolved and have a negative effect on the Casino's Safety Index.

Kind regards,

Adam

Dear Adam,

Following our internal review and in order to bring this matter to a close, we have credited the player’s winnings back to their account.

The player is now free to proceed with the withdrawal. This step was taken despite the clear violation of our Terms and Conditions.

We maintain our position that the player breached clause 5.1.3 by using our services from a restricted jurisdiction. However, in the interest of resolving the complaint and moving forward, we have decided to process the payment.

Kind regards,

Claps Casino Team

Unfortunately I cannot complete the payout (see attached image). Please correct the error and let me know as soon as the payout is successful.

Thanks.

Best regards,

Tuscani090283

leider kann ich die Auszahlung nicht abschließen siehe beigefügtes Bild, bitte den Fehler korregieren und bitte um Bescheidgabe sobald Auszahlung funktioniert.

Danke.

Mit freundlichen Grüssen,

Tuscani090283

Dear Tuscani090283,

Thank you for your reply.

We’ve passed your request to our support department, and the issue should now be resolved. You may proceed with the withdrawal.

If the problem persists, please don’t hesitate to contact our support team for further assistance.

Kind regards,

Claps Casino Team

Hello Claps Casino,

Unfortunately, the balance still cannot be paid out, and even support doesn't know why. I've already contacted support twice.

Best regards,

Tuscani090283

Hallo Claps Casino,

leider lässt sich das Guthaben immer noch nicht auszahlen, auch Support weiss nicht warum das so ist.Hab Support bereits zum zweitem mal kontaktiert.

Mit freundlichen Grüssen,

Tuscani090283

Dear Tuscani090283,

Thank you for the update.

We’re sorry to hear the issue persists. Please feel free to connect with our support team via live chat — they’ll be happy to guide you step by step through the entire withdrawal process and make sure everything goes smoothly.

Kind regards,

Claps Casino Team

Hello Claps Casino,

Many thanks for your response and understanding regarding this matter.

@Tuscani090283,

Please do let us know if the payment has been completed, and we can consider the matter resolved.

Kind regards,

Adam

Dear All,

The transaction has been completed successfully.

Thank you all for cooperation.

Hello dear Adam,

Hello dear Claps Casino,

The money was successfully paid out to my wallet in BTC.

I thank you Adam for your professional, friendly and successful work.

Thanks to Claps Casino team for successfully resolving the complaint.

Best regards,

Tuscani090283

Hallo lieber Adam,

Hallo liebes Claps Casino,

das Geld wurde erfolgreich an mein Wallet in BTC ausgezahlt.

Ich bedanke mich bei dir Adam für professionelle, nette und erfolgreiche Arbeit.

Danke an Claps Casino Team für die erfolgreiche Lösung der Beschwerde.

Mit freundlichen Grüssen,

Tuscani090283

Dear Tuscani090283,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Adam M