PokerStars Casino - Igrač je uspeo da otvori nalog iz zabranjene zemlje.

Hi! I am a Dutch resident. I registered with PokerStars.eu, however, during my registration, I unintentionally had my VPN on. Therefore, due to the wrong location identification, my account was verified by PokerStars. However, the act of using PokerStars’ platform is prohibited in the Netherlands and my transactions within the platform should be voided because I am a Dutch resident and I deposited through a Dutch bank account. However, after contacting the support, I haven’t received any solution from the company. Hopefully, Casino guru can assist me in requesting the reimbursement for my initial deposit.

Dear Kadrenguyen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

The following countries and territories are blocked from real money, freemium and play money activity:

...

Netherlands

Since there is no possibility to register an account from a restricted country (see the screenshot below), as the IP address is blocked automatically, could you please advise which country you entered as your residency?

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

Dear Petronela,

Even though I am currently a Dutch resident, I have Vietnamese nationality. During my registration at the platform, I submitted my Vietnamese passport for the process. However, I added money from the Dutch bank account. And while I was registering, I had my VPN on for security and I was not aware of it. Hopefully, Casino Guru team can help me resolve this.

Best regards,

Son N*****

I understand, Kadrenguyen. Thank you for the explanation. I'd like to point out that during the registration in any online casino the country of residence is important, not your nationality. That's why casinos have IP blocks in place and ideally, only available countries listed in the Registration form.

Sadly, the casino did everything in its attempt to not allow you to open an account. Despite their IP block, you used VPN and registered from a restricted country. You deposited funds and lost them. I'm sorry but you are not entitled to any refund as you knowingly went around the IP block and entered the incorrect country of residence while registering.

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.