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Hello, I signed up from Morocco at the Europa Casino in Malta while only on vacation and submitted my documents from Spain, where I actually reside with Spanish nationality. They asked me to send any document from Morocco, which I did. Now they want to close my account with 170,000 euros in it. This is outrageous.

Hola me registré desde Marruecos en casino europa de malta y sólo estoy de vacaciones y le mandé Docomentacion de españa es donde vivo con nacionalidad española y me han pedido q le mande algún docomento de Marruecos y lo mandé también y mi quieren cerrar la cuenta con 170 mil euros en la cuenta es una vergüenza

Dear Cracc12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly provide clarification on the country of your permanent residency?
• Additionally, could you specify the country you indicated during the registration of your casino account and the one reflected on your personal documents?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

My permanent residence is Spain. I have a Spanish ID. I registered from Morocco in the Europa casino and entered the address of Spain.

I sent them my ID and driving license, a Spanish bank statement, then they told me that if I have a document from Morocco, I sent them too, but my permanent residence is in Spain.

Mi residencia permanente es españa tengo dni español me registré desde Marruecos en en Europa casino y puse la dirección de españa

le mandé la mi dni y me carnet de conducir un extracto bancario español luego me han dicho q si tengo un docomento de Marruecos los mandé también pero mi residencia permanente es en españa

Additional comments from the player:

Hello, my permanent residence is in Spain, I sent you my ID, driving license, bank card and a Spanish certificate of ownership. Then, as you have seen, I registered from Morocco because I am on vacation for a month and then I return to Spain.

They asked me for a document from Morocco, I sent him one just for this reason he wants to close my account with 170 thousand euros

It can't be like that

Additional comments from the player:

Buenas mi residencia permanente es en españa le mandé mi dni carnet de conducir tarjeta bancaria y un certificado de titularidad español luego como han visto q me registré desde Marruecos porque yo estoy de vacaciones un mes y luego vuelvo a españa 

Me han pedido docomento de Marruecos le mandé uno nada más por esto quiere cerrar mi cuenta con 170 mil euros 

Así no puede ser 

Thank you, Cracc12, for your reply. I have checked the terms and conditions (here) and this is what I found:

THE PROHIBITED TERRITORIES ARE AS FOLLOWS: AFGHANISTAN, ALAND ISLANDS, ANTIGUA AND BARBUDA, AUSTRALIA, BAHAMAS, BARBADOS, BELGIUM, BELIZE, BULGARIA, CHINA, COLUMBIA, CUBA, CYPRUS, CZECH REPUBLIC, DENMARK, ESTONIA, DOMINICA, FAROE ISLANDS, FINLAND, FRANCE AND ITS TERRITORIES, GREECE, GREENLAND, GRENADA, GUYANA, HAITI, HUNGARY, HONG KONG, IRAN, IRAQ, ISRAEL, ITALY, JAMAICA, LATVIA, LIBYA, LITHUANIA, MACAU, MONTSERRAT, NETHERLANDS ANTILLES, POLAND, PORTUGAL, REPUBLIC OF SERBIA, ROMANIA, SINGAPORE, SLOVAKIA, SLOVENIA, SPAIN, ST. KITTS AND NEVIS, ST. LUCIA, ST.VINCENT, SUDAN, SURINAME, SWEDEN, SWITZERLAND, SYRIA, THE PHILIPPINES, THE NETHERLANDS, TRINIDAD AND TOBAGO, TURKEY,UKRAINE, UNITED KINGDOM, USA AND ITS TERRITORIES.

When I tried to create an account by submitting a Spanish city as my residency I received the following notification:

Kindly share a screenshot containing your personal details from your casino account. Also, can you confirm if your Spanish address was approved during the registration process?

The Documentation that I sent them from Spain was accepted and approved by them by the same casino

La Docomentacion q les mandé de españa fue aceptada y aprobada por ellos por el mismo casino

The problem is because they asked me for a document from Spain, I sent it then I sent them one from Morocco and they say that the address doesn't match, it's normal because one from Spain and one is from Morocco but they hardly answer the phone or anything.

El problema q hay es porque me han pedido un documento de españa lo mandé luego le mandé uno de Marruecos y dicen q no cuincide la dirección es normal porque uno de españa y uno es de Marruecos pero ellos casi no contestas ni al teléfono ni a nada

I have two Documentations, they are the ones I sent you because Mila verified with the Moroccan entity and yasta

Yo tengo dos Docomentaciones son los q les mandé porque q Mila verifiquen con la entidad de Marruecos y yasta

I am once here once there for business but my real country is Morocco and the account is opened from Morocco

Yo una vez estoy aquí una vez allí por negocios pero mi país real es Marruecos y la cuenta está abierta desde Marruecos

Let's consolidate, shall we? Can you verify the following details?:

• Your permanent residency is in Spain.
• Your nationality is Spanish.
• Your personal documents, such as your ID, driving license, and bank statement, have been issued in Spain.
• Your current stay in Morocco is solely for vacation purposes.

If those documents are

Si son esos documentos

Could you please answer all my previous questions? Thank you.

Yes, the Documentation is Spanish

permanent residence is Spain

I have double Spanish and Marqui rationality

Spanish ID driving license

spanish bank statement

currently stay vacation in morocco

Si me Docomentacion es española

resedencia permanente es españa

tengo doble racionalidad española y Marrqui

dni carnet conducir español

extracto bancario español

estancia actualmente vacaciones en Marruecos

They have returned the money I spent at Casino Europa and I had a profit of 170 thousand, it is a shame

Me han devuelto el dinero q gaste en casino Europa y yo tenia ganancia de 170 mil es una vergüenza

I sincerely apologize, but your Spanish documents did not receive approval for verification (as the screenshot from the casino suggests). While they were acknowledged upon receipt, you were requested to submit documents from Morocco to confirm your current residence. Unfortunately, this appears to be impractical as your visit to Morocco was solely for vacation purposes. Is my understanding accurate?

I attempted to create an account by specifying Madrid as my hometown, and this is the notification I received. Did you also receive any notifications when providing your Spanish address during the registration process?

Dear Cracc12,

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.

And there is no solution. I live in Morocco and I sent them Documentation from Spain

Y no hay ninguna solución. Yo vivo en Marruecos y los mandé Docomentacion de españa

I sent them documentation from Spain because I have dual nationality

Les mandé Docomentacion de españa porque yo tengo nacionalidad doble

If you resided in Morocco and could furnish utility bills and proof of address from Morocco, the situation would be different. As you mentioned earlier, your presence in Morocco was solely for a holiday. In my previous message, I mentioned attempting to create an account by indicating Madrid as my hometown, and the notification I received is outlined.

Did you encounter any notifications when entering your Spanish address during the registration process?

I didn't find anything, I registered from Morocco only that I put

No encontré nada yo me registré desde Marruecos solo q puse

I have documentation from Morocco, I sent them an invoice from Morocco, I am Moroccan.

Yo tengo Docomentacion de Marruecos les mandé una factura de de Marruecos soy marroquí

I need your help because it's not fair.

Necesito vuestra ayuda porque no es Justo

This is what you stated earlier:

My permanent residence is Spain. I have a Spanish ID. I registered from Morocco in the Europa casino and entered the address of Spain.

I'd like to inquire whether there was any notification or warning when you entered your permanent residency address in Spain.

I didn't get any warning

No me llego nada ninguna advertencia

Let's see, I'm Marrqui right now I've been in Morocco for almost 6 months I go to Spain when I have some work but at the moment I'm here in Morocco that's why I'll go to Casino Europa I gave him the Documentation from there because I thought nothing was happening

Aver yo soy Marrqui ahora mismo llevo llevo en Marruecos casi 6 meses voy a españa cuando tengo algún trabajo pero de momento estoy aquí en Marruecos por eso me revestiré en casino Europa le di la Docomentacion de allí porque pensé q no pasaba nada

I can open up confused about avee dsdo the Spanish documentation but I have Marrqui Documentation and I am in Morocco I don't know where the problem is with 170 thousand euros of earnings they do this to me

puedo ábreme confundido de avee dsdo la docmentacion española pero yo tengo Docomentacion Marrqui y estoy en Marruecos no sé dónde está problema con 170 mil euros de ganancias me hacen esto

I have Moroccan documentation to verify and I have my house in Morocco

Tengo Docomentacion marroquí para poder verificar y tengo mi casa en Marruecos

Thank you very much, Cracc12, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

OK thanks

Ok gracias

Dear Cracc12,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

OK thanks

Ok gracias

We confirm that we have provided the customer with the contact details of the relevant Alternative Dispute Resolution in case they wish to escalate the matter further

If I need to make a claim because they are big profits, I speak in Arabic Spanish, they contact me in English and we were not able to clarify anything. I live in Morocco, I have dual Spanish Moroccan nationality and I live and reside in Morocco, so I am legally fine, only that I provide Spanish documentation. to them and the address because I thought it would go the same, nothing happened, the account is well done and I have my Moroccan Documentation to verify and I have my house where I reside in Morocco right now

Si yo necesito hacer una reclamos porque son grandes gancias yo hablo en español árabe ellos me contactan en inglés y no supimos aclarar nada yo vivo en Marruecos tengo una doble nacionalidad marroquí española y vivo resido en Marruecos entonces estoy legalmente bien solo q yo proporcione Docomentacion española a ellos y la dirección porque yo pensaba q irá igual no pasaba nada la cuenta está bien echa y tengo mi Docomentacion marroquí para verificar y tengo mi casa donde resido en Marruecos ahora mismo

Dear Cracc12,

Have you contacted the ADR?

No one has contacted me, not even me, because that's why I contacted you to be able to solve it.

No me a contactado nadie ni yo porque por eso contacté con vosotros para poder solucionarlo

I hope this situation is fixed because they have done a quick process without asking or anything, they have seen the profits and they have decided quickly without going on a pilgrimage or anything.

Espero q se arregle esta situación porque ellos han echo un proceso rápido sin preguntar ni nada han visto las ganancias y han decidido rápidamente sin peregrinar ni nada

Dear Cracc12,

I apologize for the situation, but since the casino team wants to escalate this case directly to the ADR, possibly involving the regulator, I strongly advise you to take these steps. I understand that it may be challenging for you, but I can guide you through the entire process and handle all the translations for you. Are you open to contacting the ADR? I highly recommend that you do so.

If I want to do it

Si quiero hacerlo

Could you please confirm that you are going to do it?

If I confirm what I want to do

Si confirmo q lo q quiero hacer

I will close the case and guide you through the entire process of how you should proceed with ADR and possibly with the licensing authority. Meanwhile, the case will be closed as waiting for the regulator's decision. Do you agree?

If I disagree

Si estoy desacuerdo

If you disagree, I will continue gathering information and evidence from your end. We will discuss it internally and then express our position on the case. However, this would not change anything as the casino intends to take this directly to the ADR. My recommendation is to take this to ADR, possibly to the licensor afterward. Then we would reopen this case from the classification "waiting for regulator", gather all the information, express our opinion, and close it accordingly. I will gladly help you with the whole process.

What is your decision?

If I want to take it to ARD

Si yo lo quiero llevar a ARD

Can you be more specific with your question, please? I am not sure what you mean.

What do I have to do to take him to Ard?

Q tengo q hacer para llevarlo a Ard

Based on the casino statement, they provided you with contact details for their ADR. Then you should contact them.

Basic info that should not be missed:

-full name

-your country of residence

-your age

-casino name with link

-your login (username) and registration email

-detailed and chronological explanation of what exactly happened

-do not forget about all possible attachments (evidence|

Please, could you confirm that you are going to reach the casino's official ADR?

Dear Cracc12,

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 forced to reject this case because the player hasn’t responded to our messages and questions.

The player can reopen this complaint anytime.