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Previously, I had an NIE and was self-excluded on DGOJ. Now, I have a DNI and have not self-excluded with my new DNI and passport. I've played in all of Spain's betting houses, and they've all verified my account correctly and paid me without any issues. However, with Jokerber, I deposited 15.4€, and won 190€. They have automatically blocked my account, refunded my 15.4€ deposit, and refuse to pay me the balance, which is more than 170€. I request that I am paid my winnings, as if I hadn't won anything, none of this would have happened and they'd continue to let me spend money without a single complaint. I underline that this issue has only occurred with this casino, as I've not had any problems with the others.

Antes tenía NIE y estaba autoexcluido en DGOJ. Actualmente tengo DNI y no me he autoexcluido con mi nuevo DNI y pasaporte. He jugado en todas las casas de apuestas de España y me han verificado la cuenta correctamente y me han pagado sin poner ningún tipo de problemas. Ahora bien, con jokerber he depositado 15,4€ y he ganado 190€. Me han bloqueado la cuenta automáticamente y me han reintegrado los 15,4€ y se niegan a pagarme la diferencia que sin más de 170€. Pido que se me pague el dinero o si no hubiese ganado nada de esto hubiese pasado y seguirían dejándome gastar el dinero sin poner una sola queja. Repito solo me ha pasado con este casino ya que con todos los demás no he tenido ningún tipo de problema.

Dear Erkha97,

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. Do I understand correctly that you no longer have active self-exclusion in DGOJ?

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Good morning. I explain my situation, I previously had Moroccan nationality and had NIE in Spain. Now since July I have stopped having NIE to have DNI. I was registered in DGOJ with my NIE number, currently I am not registered with the DNI. They deny me the prize because they say that since I am self-excluded with the NIE, they automatically cannot pay me the prize for being self-excluded. I have played in the rest of the casinos both in person and online with my ID and I have not had any problems. I have always been able to withdraw and deposit without restrictions. And these scammers refuse to pay me what I have legally earned.

Buenos días. Te explico mi situación, yo antes tenía nacionalidad marroquí y tenía NIE en España. Ahora desde julio he dejado de tener NIE para tener DNI. Yo estaba dado de alta en DGOJ con mi número de NIE, actualmente con el DNI no estoy dado de alta. Ellos me niegan el premio porque dicen que al estar autoexcluido con el NIE automáticamente no me pueden pagar el premio por estar autoexcluido. He jugado en el resto de casinos tanto presenciales como online con mi DNI y no he tenido ningún problema. Siempre he podido retirar y depositar sin restricciones. Y estos estafadores se niegan a pagarme lo que he ganado legalmente.

I also attach the conversations and the annual summary that proves that I have not been paid my earnings.

Adjunto también las conversaciones y el resumen anual que prueba que no me han pagado mis ganancias.

Thank you for your reply, Erkha97. Could you please clarify if your self-exclusion with NIE is still active? Or did you cancel it before creating an account at this casino?

Hello good. My self-exclusion with NIE was still active but since they have given me Spanish nationality, said document no longer exists, which means that self-exclusion ceases to exist. With the DNI I am not self-excluded and if I wanted to be I would have to register with DGOJ. Therefore, said self-exclusion would not be valid.

Buenas. Mi autoexclusion con NIE seguía activa pero como me han dado la nacionalidad española ha dejado de existir dicho documento con lo cual deja de existir dicha autoexclusión. Con el DNI no estoy autoexcluido y si quisiera estarlo tendría que darme de alta en DGOJ. Con lo cual dicha autoexclusion no tendría validez.

Please understand that the self-exclusion is applied to a specific person regardless of the registered document. Casinos wish Spanish licenses are obliged to block players registered with DGOJ, therefore this casino acted correctly and your account was closed and the deposit refunded as it should have been. If other licensed casinos didn't proceed the same way, they made a mistake and you should contact DGOJ to see what your options are in those cases.

However, from our standpoint you are not entitled to your winnings, only the deposit refund. If you disagree with our decision, you can always contact the DGOJ as well as the licensing authority.

Since we believe that the casino did nothing wrong, this complaint will now be rejected. 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.