BetOnRed Casino - Player's account closure is linked to prohibited access.

I created an account at betonred on March 23rd. I have been playing throughout this week (in which I have made several withdrawals without any problem, but I have ended up losing much more). After investigating their terms and conditions when trying to open an account at a casino (with the same address and part of the same group) I realized that citizens of Spain are totally prohibited from playing at this casino • but despite them knowing it, they continued to let me bet and bet, I sent my national document, verified my account and did not use any different VPN, so they knew perfectly well which country I belonged to and where I was playing from. I am posting this review because I am going to demand a refund of my losses through other means. I am going to contact the General Directorate of Gambling in my country and a lawyer to be able to demand the money back. I have posted this same review here and on trustpilot and I will continue to post it in more places in order to find a solution.

They take advantage of those of us who have gambling problems, and despite the fact that they shouldn't allow players from certain countries to play, with very strict policies, they do.

I have proof of everything, bank statements, screenshots of their website and how it lets me access with my VPN from Spain, their terms and conditions, and other casinos that work under the same company and license, some of which don't let me register because I'm from Spain, but what a coincidence that this one did let me and now it doesn't.

"There are even casinos that operate under the same company as Betonred, where I registered years ago. They blocked my accounts due to gambling problems. They have all my personal information, yet they still let me open an account at this casino under the same name."

Caution for people from countries in Europe or the US: these casinos cannot operate there, and if they do, they are committing an infraction and may suffer the consequences by paying fines. They also cannot receive money from accounts in countries like Spain or the US, and many others, nor can they make withdrawals, which they have done.

If you need any proof, feel free to ask. You can see their policies and terms and how they don't comply with them. Other casinos don't allow entry from Spain, but this one does, and even though they know you're from a prohibited country, they don't care as long as they can make money.

I ask that the casinoguru please mediate in this and find a solution and a refund of the lost money.

I have currently requested that my account be blocked due to gambling issues and have emailed them demanding a refund for my losses due to violating their own policies.

Dear Alpoddo1199,

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 please advise if you have requested a self-exclusion from BetOnRed Casino directly?

Did you study the terms and conditions before creating your account, and despite finding out that Spain is a restricted country, you went ahead and opened the account anyway?

Also, are you sure you didn’t use a VPN? When creating an account from Spain, there’s usually a pop-up warning that the country is restricted.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Best regards,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello, thank you for responding so quickly. I requested self-exclusion two days ago.

I didn't read the terms and conditions, in fact I asked via chat, as I always do, if they accept players from Spain, and they told me yes (I don't have a screenshot of that).

I didn't use any VPN between my mobile data and home WiFi. I'll even upload photos so you can see that you can access their website without any problem and register again or chat.

I verified my account with my ID, and they knew I was a player from Spain, but they still let me continue betting.

I created an account with another user and email so you can see that it lets me in without any problem, I can talk via chat without any problem, and deposit and play (I haven't done this with this account, just so you can check the veracity of my words)

On the other hand, they even have a page ending in "es. De España" (from Spain), which I've attached in a photo. It's inaccessible from there, and it redirects you directly to the others, like a gateway for people from restricted countries to access. I learned all this by researching how these casinos operate, and about all the casinos behind the same brand.

If you need anything else, such as refunds to my account or bank statements, I can send them to you.

I request reimbursement of my losses. They have earned enough from me illegally, and clearly if they do not do so, I will contact the authorities and the license issued by Curacao to report them.

Dear Alpoddo1199, would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Hello, the self-exclusion was done through chat with them. Currently, the account is self-excluded. I am communicating with them via email and it seems that they are taking things seriously. They have offered me a refund of 2,000 thousand euros, which I did not accept since my losses triple that amount.

And they have replied to me again saying that they have escalated the problem to a higher department and will contact me within a week.

I am passing on to you this information that I am talking about.

I look forward to your responses, thank you.

Dear Alpoddo1199,

Thank you for all the information you’ve shared so far.

After reviewing your case, I would like to clarify a few important points:

• Nowhere on the casino’s website is it stated that being previously excluded from other casinos owned by the same operator automatically results in exclusion from this one. Each platform handles account status individually, even if they share the same license or owner.
• Since your BetOnRed account has already been self-excluded, there’s no need for us to assist further with the self-exclusion process.
• In situations where a player is allowed to open an account from a restricted country, our role as a mediator is limited to helping players receive their rightful winnings. Since your case relates to lost deposits, not withheld winnings, this falls outside our scope.

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While we understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casino database that acts as a mediator in resolving player disputes. However, we lack the authority to enforce the legality of rules.

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license or accepts players from restricted regions, we are unable to assist. On each casino review, we clearly provide information about its license and background, but ultimately it is each player’s responsibility to decide where they choose to play.

If you prefer to play at licensed casinos only, we strongly recommend using our list of trusted and verified casinos here: https://casino.guru/top-online-casinos#tab=RECOMMENDED

You can apply filters to find the most suitable option for your needs.

Unfortunately, based on the information received thus far, we will not proceed further with this case.

Due to the aforementioned reasons, 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.

Best regards,

Dominika