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Hello dear team.

I am currently on vacation in Italy. When registering I gave my address, for some inexplicable reason the country where I go on holiday (> Italy) was selected as the place where I live.

The casino now refuses to pay out.

Hallo liebes Team.

Zur Zeit befinden ich mich im Urlaub in Italien. Bei der Registrierung habe ich meine Adresse angegeben, aus unerklärlichen Gründen wurde das Land in dem ich Urlaub mache (> Italien) als Ort in dem ich lebe ausgewählt.

Das Casino möchte nun die Auszahlung nicht tätigen.

Dear jannikfotografiert,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all online casinos. I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before start playing.

Do I understand correctly that your permanent residency is in Germany but inside your casino account you registered as a player from Italy?

If that's the case, I’m afraid we won’t be able to help you. 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. Thank you in advance for your reply and understanding.

Best regards,

Petronela

I most likely found the cause myself.

I live in Germany, I registered while on vacation without giving false information about the intention. The country was not adopted when specifying the address (residential address Germany), since the IP address runs on Italy (holiday destination).

Surely it must be possible to change this later if there is a justified reason?

Many Thanks

Mfg Jannik K****

Ich habe die Ursache am ehesten selbst gefunden.

Ich wohne in Deutschland, habe die Registrierung vom Urlaub aus getätigt ohne der Intension falsche Angaben zu machen. Das Land wurde bei Angabe der Adresse (Wohnadresse Deutschland) nicht übernommen, da die IP-Adresse auf Italien (Urlaubsort) läuft.

Es muss doch möglich sein dies nachträglich zu ändern, wenn es einen gerechtfertigten Grund gibt?

Vielen Dank

Mfg Jannik K****

Have you contacted customer support directly and explained the situation, please? Have you deposited any funds into your casino account already?

Dear jannikfotografiert,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.