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Hello, I don't understand this Casino make me play from Spain if in their restrictions there is this country or lost a lot of money and now or since this country does not allow to play or afraid to deposit my money now to try to win, and i have played from Wi-Fi and spanish number 4g mode not used vpn

Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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.

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. Could you please clarify if this is the case here? Are there any funds being held by the casino because you are from a restricted country?

Thank you very much in advance for your reply.

Best regards,

Kristina

There are no funds confiscated from the casino, but when I played the phone was blocked a lot at roulette and it made me lose I couldn't play the numbers well, so they should have immediately blocked my account when or played from Spain they didn't have me deposited

There are no funds confiscated from the casino, but when I played the phone was blocked a lot at roulette and it made me lose I couldn't play the numbers well, so they should have immediately blocked my account when or played from Spain they didn't have me deposited

My account it’s not verified from casino

Thank you for your reply, Patrick. Do I understand correctly that you are from Spain? Could you please clarify what country you filled in your profile?

Croatia, but I’m not verified with my documents the verification of the documents it’s pending

Im not spanish im Croatian nationality but I’m in spain for family visit

Well, unfortunately, I am not sure what we could do here, Patrick. If the casino didn't confiscate any funds or winnings because you played from a restricted country. If you chose Croatia as your home country during the registration and the casino blocked you as soon as they noticed that you are playing from a restricted country, I don't see any problem here.

Or am I missing something? Could you please clarify what outcome you expect from this complaint?

They didn't block me while I was playing from Spain, I want a refund

I understand your point of view, but as I said, casinos can accept players from restricted countries as long as they don't use it as an excuse to confiscate their winnings. Of course, the best way to avoid this is to block such players automatically and immediately. However, some casinos cannot enforce it on a software level and have to check it manually. In such cases, the correct approach would be to pay the player's winnings and close their account.

Moreover, if you played and lost your deposits by your own choice, we don't think you are entitled to a refund. You could lose your money/deposits the same way in any other casino. I am sure that if you won more money than you deposited, you would want your winnings to be paid out, and not deposit refunded, am I right? I am sorry but have to approach each similar case equally - if the player played from a restricted country and lost their deposit, they are not entitled to a refund, and if such player accumulated winnings, the casino should pay them out and close their account.

We share more information regarding this topic in our Fair Gambling Codex.

In this case, I can only recommend that you do more thorough research before creating an account and/or when you play from countries other than your own.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Dear Patrick,

We are extending the timer by 7 days. If there is anything else we could help you with, let us know, otherwise, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.