Claps Casino - A conta do jogador foi encerrada devido a supostas contas múltiplas.

Hello everyone! Just a couple of hours ago, my account at this casino was blocked due to "multiple accounts," which is incorrect, as I registered and saw this casino for the first time. I think the issue is related to the fact that I was using a VPN. I registered and deposited from my phone, then continued from my PC (also using a VPN), which apparently caused the block. The assistant refused to help me and ended the conversation.

I'll include the evidence below.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

5.1. You confirm and warrant that:

...

5.1.4. You are not using a virtual private network (VPN), proxy server, or any other technology or method to obscure, falsify, or misrepresent Your actual location while accessing the Services.

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

• Could you please clarify which country you are from and which country you had your VPN set to when playing at this casino?
• Which games did you focus on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello. I tried accessing the site without a VPN or proxy, but it simply wouldn't let me in. So, I initially connected a VPN on my phone (Germany). Then I needed to continue browsing on my PC, so I also connected a VPN (Germany). I had different VPNs on my phone and PC, which may have caused the issue.

Regarding the games, I tried the slots where I had bonuses for depositing, then remembered there was Plinko and decided to try my luck there. Then I simply decided to withdraw the funds so as not to get carried away (the deposit was $40 USDT, and the withdrawal was $60 USDT).

Hello again! Will there be any answer to my problem? Three days have passed and I don't even know what to do.

Thank you very much for your reply. To clarify - do I understand correctly that you live in Germany? Could you please advise whether your account was verified before you lost access to it?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post screenshots here. Thank you in advance.

No, I live in Russia, not Germany. And yes, it was verified before it was blocked. I initially passed verification (which could have resulted in my being blocked because my passport showed I was from the Russian Federation), then I made a deposit and played, set up a withdrawal, and after some time, the account was blocked.

Нет, я проживаю не в Германии, а в России. И да, он был верифицирован до того, как был заблокирован. Изначально я прошел верификацию (где уже меня могли заблокировать ибо в паспорте видно РФ), потом уже внес депозит и поиграл, поставил средства на вывод и после некоторого времени аккаунт заблокировали.

Even if we follow the rules you mentioned above, why didn't they block my account during verification? They accepted documents from Russia and saw my location, so I think the system also shows that I can use a VPN.

Даже если опираться на правила, которые вы привели выше, то почему мне не заблокировали аккаунт на моменте верификации? Они же приняли документы из РФ и видели мое "местоположение", думаю и в системе видно что я могу использовать VPN.

After a comprehensive review of the information you have provided, I regret to inform you that we cannot proceed with your case. While the casino most likely identified multiple accounts based on an IP match — potentially caused by another user accessing the website through the same VPN — the decisive factor in this situation is the confirmed use of a VPN to access the casino from another country, because it wasn't possible from your location. Although IP matches alone are not generally considered sufficient evidence of multiple accounts under our policy, using a VPN to bypass any restrictions is a clear violation of the casino’s Terms and Conditions and provides an unfair advantage.

This constitutes a serious breach of one of the fundamental rules of online gambling. Players are required to register from the country in which they reside, provide accurate address details during registration, and access the casino only from that country. The fact that access was technically possible through a VPN does not make it permissible under the casino’s General Terms and Conditions.

For these reasons, we are forced to close this complaint.

We strongly advise that you strictly follow the casino’s Terms and Conditions in the future and avoid using any tools designed to bypass regional restrictions. While we understand that this decision may be disappointing, we are unable to offer further assistance in this matter.

Best Regards,

Kristina