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I am contacting you to inform you that I recently registered at this casino, and I was completely unaware of the rules, for example, that a Spanish citizen cannot play. I made several deposits and was allowed to make them and play. I was surprised since I am currently under a gambling prohibition in Spain issued by the government. I believe the company should proceed to reimburse me for the deposits as I should not have been allowed to make them since gaming in Spain is not permitted.

I kindly request your assistance with this matter.

Thank you

Me pongo en contacto con ustedes para informales de que hace unos dias me registre en este casino, y desconocia por completo si normas como ejemplo que no puede jugar un ciudadano español, hize varios depositos y se me permitio hacerlos y jugar. Mi sopresa fue esa ya que me encuentro inscrito en prohibicon en españa por el ministerio. Entiendo que la compañia deberia proceder a reembolsarme los depositos ya que no deberian haber dejado hacerlo porque españa no puede.

les ruego me ayuden con este tema

gracias

Dear Bol8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that government-enforced gambling prohibition is only active in casinos licensed by the same government.

Since you have chosen a casino with a Curaçao license, it will be very difficult to resolve this case to your satisfaction. Before we proceed with this case, could you please clarify why you've been prohibited from gambling by the government?

Thank you very much in advance for your reply.

Best regards,

Kristina

I understand what they are saying, but please try to help me, they closed my account and I am sending them emails, and at the moment there is no response. I do not see it as correct that Spanish citizens cannot play or register and they have allowed me to do so and deposit several times and play without a problem, which is why I see the refund of the deposits as logical and correct since I consider that they should not have consented to it. I hope you do your best to contact them and tell them about this case.

thank you so much.

all the best.

Entiendo lo que dicen, pero les ruego intenten ayudarme, cerraron mi cuenta y estoy mandándolos correos , y de momento no hay respuesta. No veo correcto que los ciudadanos españoles no puedan jugar ni registrarse y a mi me hayan dejado hacerlo y depositar varias veces y jugar sin problema, por eso veo lógico y correcto el reembolso de los depósitos ya que considero que no debieron haberlo consentido. Espero hagan lo posible por ponerse en contacto con ellos y les hablen de este caso.

muchas gracias.

un Saludo.

Thank you for your reply, Bol8. Could you please clarify if you had any balance left in your casino account when it was blocked? Why do you believe you are entitled to a deposit refund?

I had no balance left. I believe I am entitled to a refund of the deposits because those deposits should never have been accepted or allowed to play in their company, since they themselves have breached their terms. The player did not know that players from Spain can play and deposit there. And they accept those deposits and unlimited play. From the player, what could have happened is that when it came time to collect a prize there could have been problems, being a player from Spain those are on his terms. For this reason, I believe that the most fair and normal thing is for the company to assume that error and reimburse the player for the deposits that were made, since they should never have been allowed due to their own terms and conditions.

all the best.

Thank you.

No me quedaba saldo. Creo que tengo derecho al reembolso de los depósitos porque no se debieron aceptar esos depósitos nunca ni haber dejado jugar en su empresa, ya que ellos mismos han incumplido sus términos. El jugador desconocia que jugadores de España puedan jugar y depositar ahi. Y ellos aceptan esos depósitos y el juego sin limite. Del jugador, Por lo que hubiese podido suceder es que a la hora d cobrar algún premio podría haber habido problemas, al ser un jugador de españa esos esta en sus términos. Por ello creo que lo mas justo y normal, es que la empresa asuma ese error y reembolse al jugador los depósitos que se realizaron, ya que no debieron permitirse nunca por sus propios términos y condiciones.

un Saludo.

Gracias.

While I understand your point of view, I would like to emphasize that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds or winnings have been confiscated due to being from a restricted country, which is not the case here and I am afraid that there is not much we can do.

Please, if there is anything else, we could help you with, do not hesitate to contact us, otherwise, we will close this complaint. Thank you for understanding.

Hello

Yes, but according to their terms and conditions they themselves have breached them, allowing a Spanish player to deposit and play without limits, and who has a self-prohibition in Spain in online gambling. In its terms it states that Spanish players cannot register and many of the prizes could not have been collected if they had obtained them, according to its terms, so that is why we believe a refund is fair, the company should accept its mistake, of having allowed deposits to be made. and play with a person who, according to their own terms, should not let them. In addition, the player accesses these games and this registration through social media advertising, and is misleading because it attracts players from Spain. And then it turns out that it is not for them. I beg you to highlight this and help us since what we are proposing is totally fair.

Thank you.

All the best.

Hola

Ya, pero es que según sus términos y condiciones ellos mismos los an incumplido, dejando depositar y jugar sin limite a un jugador español, y que tiene autoprohibicion en españa en juego online. En Sus términos pone que jugadores españoles no pueden registrarse y muchos de los premios no se hubiesen podido cobrar en caso de obtenerlos, según sus términos, entonces es por ello creemos justo un reembolso, la empresa debería asumir su error, de haber dejado hacer depósitos y jugar a una persona que según sus propios términos no deben dejarla.Ademas el jugador accede a estos juegos y este registro mediante publicidad de redes sociales, y en engañosa porque atrae a jugadores de españa. Y luego resulta que no es para ellos.Les ruego que hiciesen incapie en esto y nos ayudaran ya que lo que estamos proponiendo es totalmente justo.

Gracias.

U n Saludo.

Please note that we already share information about restricted countries and licensing authorities in the casino's review:

I apologize, but there is nothing else we can do. The player is the only person who is responsible for creating an account and if you want to play in casinos with a specific license, I recommend that you do better research before registration. We share all important information about each casino in our reviews and you can check the list of our recommended casinos here:

https://casino.guru/top-online-casinos#tab=RECOMMENDED

I suggest that you also use filters to choose the best casino with the license you prefer.

As there is nothing else we can do for you at this point, I will now close this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.