Casper Bets Casino - Player requests refund due to policy violation.

They violated their own terms and conditions. I request an immediate refund of the deposits made between January 23rd and 25th.

2.4.4. You are not a resident in Curacao, France, Iran, Iraq, the Netherlands, North Korea, Singapore, Spain, St.

Maarten, Statia, the USA, or the USA dependencies, Ukraine.

It also has other affiliated casinos that, although requesting self-exclusion, allow you to operate in others.

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Dear Jcvs21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of funds from the casino and the casino's terms and conditions.

Regarding your self-exclusion request submitted to affiliated casinos, please note that self-exclusion from one casino does not automatically apply to other casinos. Each casino operates independently, and you must request self-exclusion separately with each individual casino.

To further clarify your situation and assist you better, could you please provide answers to the following questions?

• Can you specify the exact issue you encountered when attempting to deposit money?
• Have you already contacted the casino's customer support regarding this matter?
• Do you have any documentation or screenshots that support your claim regarding a violation of their terms and conditions?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

I didn't encounter any problems making the deposit.

I have already contacted the store.

The problem is clearly something else, and not being able to deposit, but identifying myself afterwards (they allow deposits without identifying myself).

Section 2.4.4 explains it this way.

Section 2.4.4 of the merchant's Terms and Conditions states that Spain is an expressly prohibited country and that users residing in Spain are not eligible to use the service. Despite this, the merchant accepted the user's registration, accepted deposits made with a card issued in Spain, and allowed the use of the service.

I can send supporting documentation

Thank you for your reply and for providing the previous details, Jcvs21.

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Jcvs21,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru