BronzeCasino - Player has registered an account even if their country is restricted.

Hello, I need to know which is the regulatory entity of this casino to report through my lawyer.

The casino is not licensed to operate in Spain. From the mobile phone, you cannot see the Terms and Conditions, but nevertheless, you can register and select Spain. When I find out, I ask in the chat and they tell me that if they can, that they have an international license and then it turned out not to. The Safe Gambling management in Spain tells me that I can claim everything for fraud through my lawyer. Before starting a lawsuit with this casino and with another of it. Property (times square) send an email and they answer that it is my fault when:

1. I do not know the terms and conditions displayed on mobile devices.

2. Your casino gives the option of Spain at registration. Why do they stop registering if it is prohibited?

I have tried the friendly route but still on top of not complying I have been treated badly.

Hello,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

"It is the players’ responsibility to be aware of and comply with national legislation within the players’ country of residence. In the event that a player registers an account with this website in a prohibited country then we are not required nor obligated to refund any funds deposited or wagered by the player. To provide specific clarity, this website prohibits registrations and/or use of this website in the following countries. Afghanistan, Albania, Algeria, Angola, Cambodia, Ecuador, Guyana, Hong Kong, Indonesia, Iran, Iraq, Israel, Kuwait, Lao, Myanmar, Namibia, Nicaragua, North Korea, Pakistan, Panama, Papua New Guinea, Philippines, South Korea, Sudan, Singapore, Syria, Spain, Taiwan, Uganda, United States of America, the United Kingdom, Yemen and Zimbabwe."

I would like to emphasize a very important fact from our Fair Gambling Codex: 

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

"For a casino to be classified as a 'fair casino' or a 'fair and safe casino' by our review team, it must not allow players from restricted countries to create an account and play. The check for restricted countries must be done during the account-creation process."

Maria, could you please confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Lastly, please advise if you have any withdrawal pending or you have lost all your winnings.

Regarding your query about the Licensing Authority, follow the link below https://www.bronzecasino.org/general-terms-conditions/?desktop=true&lang=en:

"Company Details

The Internet Site is owned and operated by Alpha Interactive Solutions (reg. nr. 135144), situated at Dr. M.J. Hugenholtzweg Z/N, UTS Gebouw, Curacao and its wholly owned subsidiary Ubiquin Limited (reg. nr. HE340780) situated at Voukourestiou, 25 NEPTUNE HOUSE, 1st floor, Flat/Office 11 3045, Limasol, Cyprus, hereinafter referred to as "Alpha Interactive".

The Site is operated under Master License No. 1668/JAZ, granted by the Government of Curacao."

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

I used the link that was sent to me by advertising to my email, I have followed that link. No VPN Network, but the link that the casino sent. The terms and conditions are not visible from the mobile device so I did not see the prohibition BUT I CONFIRM THAT THE CASINO IN ITS DROP-DOWN INCLUDES SPAIN when selecting a country.

I have no pending withdrawals but I am going to claim each and every deposit. I understand that the casino at the moment that knows that I am from Spain because I register with my address in Spain is not entitled to process any Deposit. I also have a conversation with a certain Charles who informs me that they DO have the authority to function here in Spain

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Maria,

I looked at your case and understand your situation. As Petronela mentioned above, accepting players from restricted countries and letting them deposit and play is against our Fair Gambling Codex. I will contact the casino and see what can be done.

Peter thank you very much. Another important thing is that they do not allow access to the "terms and conditions" on mobile phones, which is where we play the most.

But what is not received is that the restricted countries they accept registrations and deposits.

Thank you so much for everything

We would like to ask the BronzeCasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Maria,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without the help of the casino. I will mark the complaint "unresolved" in our system. I understand, this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help

Best regards,

Peter