The player from Spain has registered an account despite his country was listed between restricted ones.
Jellybean Casino - Player has succeeded in opening account from a restricted country.
Amount: €400
Jellybean Casino
Safety Index:Very lowSafety Index
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3.0
Jellybean Casino has a Safety Index of 3, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I contacted customer service if the Spanish can play on this portal and they tell me that without problems.
I register without problems and make two deposits of € 200.
Right after the page crashed here in my terminal.
I see the terms and conditions and Spaniards cannot register.
I had to access this portal to contact through a vpn, to tell my problem.
To delete cookies but nothing.
I feel cheated.
They told me to talk to finance for the refund of the charges but they don't want to help me.
Automatic translation:
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3 years ago
Dear Janquel,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have tried to register a new account as a player from Spain unfortunately, I couldn’t choose the correct country from the drop-down menu.
Since there is no possibility to register an account from a restricted country (see the screenshot below), I would like you to advise which country you have chosen when opening your account. Could you please forward your account details? How long ago was your account created and was it verified in the past?
Additionally, I have checked terms and conditions, and this is what I found https://www.jellybeancasino.com/general-terms-conditions/?lang=en:
"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, Syria, Spain, Taiwan, Uganda, United States of America, the United Kingdom, Yemen and Zimbabwe."
I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
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Dear sirs,
Without problems I was able to register on this portal and in the dropdown came Spain.
I contacted the customer service and asked him if I could register and as a result of I told him I was going to claim I could no longer access from Spain.
I have tried to open the web from friends and they have blocked it.
I am going to send you all the chats and emails of the veracity of what I say.
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3 years ago
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My gentlemen, if when chatting with customer service and they had told me that it was a safe restricted country, I would not have registered.
I tell you the truth of what happened.
I'll send you the emails if you need them too.
But I guarantee that what I tell you is what happened to me.
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3 years ago
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My gentlemen, I registered from Spain.
On December 10, 2020.
I made both entries on December 10, 2020.
You can see the time in the registration email.
On the same day, December 10, they eliminate access from Spain.
To be able to contact them by chat I had to use a vpn.
I told them that I could not access from Spain and they told me to delete cookies over and over again to be able to access from Spain.
I could never access from Spain again.
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3 years ago
Thank you very much, Janquel, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.
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3 years ago
Hello Janquel.
Time to time, it happens that the casino changes the restriction countries policy. Because it happened on the same day (you created the account and casino changed the restriction policy) you were in the middle of these events and now cannot use the website anymore. The casino should for sure refund you all the money what you have left in the account.
I would like to invite the casino representative here, please check the account and suggest to Janquel some solution.
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3 years ago
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It was quite a coincidence that I had the same registration day and the same day to make two deposits.
In this way this casino has a special and unreliable privilege, its a player from Germany, from Italy from Portugal ect .... you can register without problems automatically the terms and conditions change and I keep the money and make the access disappear of the web.
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3 years ago
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Hello Mr. Matej Novota I wanted to ask you a question:
The Reeltastic casino is from the same company as jellybean ?.
If you can access you will find that the same thing happens that happened to me in jellybean.
They prohibit countries including Spain but you have the door to register and be able to play.
And you ask in the chat you tell him that you are Spanish and they tell you that you can play without any problems.
Unlike responsible casinos, just entering the message your country does not have access to our website.
Thanks for the help Matej.
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3 years ago
A different company owns Reeltastic casino then Jellybean, but they might have the same platform.
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3 years ago
Hello all,
Thank you for bringing this matter to our attention.
We are sorry that Janquel15 got in the middle of the event of us restricting access to Spain.
But we should point out that funds were depleted through the course of the gameplay and after that Spain was restricted from access, if need game history can be provided.
As mentioned in our T&Cs casino doesn't have any obligation of refunding lost deposits.
https://www.jellybeancasino.com/general-terms-conditions/?lang=en
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3 years ago
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Unfortunately with funds I could not access the portal and I had to enter with a vpn to contact customer service.
They told me over and over again that there was no problem deleting cookies, after trying another browser.
But nothing was effective.
I could only access the slots
To consume the funds.
I can provide you with the captures of the chat.
Better that they send if possible the connections from the internet and the chat.
You can see that there was bad faith in the facts.
What you need I send it to you.
My respects.
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3 years ago
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How dare you say that the balance ran out and then access to Spain was closed.
You can see in the chat how I ask again and again to help me to access this portal.
What a customer service.
Normal the reputation they have.
First I can register from my country and they close the portal.
Second, they say that I spent the balance and then they close access to Spain, not true.
Third, when I manage to access the portal to communicate with them, everything is excuses: yes, cookies, yes, the browser, and now that the terms and conditions have changed that day.
Thanks to Casino guru, at least to make known many injustices and then let it be what God, universe or whatever is above wants.
Regards.
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3 years ago
Jellybean Casino representative, please send the game logs to matej@casino.guru.
Janquel has a good point that excluding Spain from day to day isn't a nice way to treat the customers.
The correct way is to send email to all Spanish players at least two weeks before and inform them about Spanish market closure and give them time to withdraw the money. Inform them that after some date, it will be impossible to access the website and for those who will not withdraw the funds they will be sent to them back automatically. That's the correct approach. Good casinos do it this way.
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3 years ago
Dear Matej,
We sent game logs to matej@casino.guru.
Regards,
@compliance JellyBean Casino
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3 years ago
From the game log, it is clear that the balance was used soon after depositing. The bonus was used later that night, but all the remaining balance went down 11.12.2020 early morning.
There is nothing suspicious on the game log.
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3 years ago
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If the remaining balance was spent on December 11, it does not correspond to December 10 when access from Spain was closed. (registration, income and closing,
Which I had to access with vpn to spend the balance and not as they say that the balance was spent and then the page for Spain was closed, only in slots because in the other games it would not let me enter.
I don't agree on how to close such an account.
If you play it is to enjoy.
An experience to forget.
I do not agree on anything in the way of treating clients.
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3 years ago
As I wrote before, there is a possibility that the time on servers is not your local time. The balance went down early morning (1:20 AM) Otherwise we didn't see anything suspicious. If you believe that it was not you who used that balance, I can recommend contacting the casino regulator or ADR. But all evidence what casino provided us was good and solid, and we believe that there is no reason for the refund.
However, we agree with you that this situation should be handled differently. For example, sending an email with 2 weeks notice that the Spanish market will be closed and give the customers time to close the accounts.
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3 years ago
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You tell it and nobody believes it.
What happened.
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3 years ago
Janquel, as I wrote, I very carefully check the logs and there is nothing suspicious.
I agree with you that how the casino manage the whole situation could be done much better. However, I didn't find any reason for the refund. I am very sorry. Based on all the evidence what casino provided us we are rejecting this case.
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3 years ago
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If you are right that the money was played but not as I wanted with a connection from Spain and not from a VPN.
And to this add that the live casino with the VPN did not open.
I had no choice but to play the money at the slott.
Why don't they ask for the connections from where they went and compare them with what was played?
I do not agree at all the situation experienced.
Through the vpn connection I would tell them how they see the chat over and over again that I cannot access from Spain and they would tell me you delete the cookies.
Go that the customer service team change the terms and conditions and do not know anything ?.
Thanks for the heartfelt help.
I hope everyone who reads this complaint will help them not to live my experience of registering, making two economic income and closing access from Spain.
Or any other country.
For me, what I experienced is a scam.
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3 years ago
As the casino wrote and prove by evidence:
But we should point out that funds were depleted through the course of the gameplay and after that Spain was restricted from access, if need game history can be provided.
Because Janquel used all his money we have no other option as to close this complaint as rejected.
