Jokerbet Casino ES - Player's winnings were confiscated and the account was blocked.

Previously, I had an NIE and was self-excluded on DGOJ. Now, I have a DNI and have not self-excluded with my new DNI and passport. I've played in all of Spain's betting houses, and they've all verified my account correctly and paid me without any issues. However, with Jokerber, I deposited 15.4€, and won 190€. They have automatically blocked my account, refunded my 15.4€ deposit, and refuse to pay me the balance, which is more than 170€. I request that I am paid my winnings, as if I hadn't won anything, none of this would have happened and they'd continue to let me spend money without a single complaint. I underline that this issue has only occurred with this casino, as I've not had any problems with the others.

Dear Erkha97,

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. Do I understand correctly that you no longer have active self-exclusion in DGOJ?

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Good morning. I explain my situation, I previously had Moroccan nationality and had NIE in Spain. Now since July I have stopped having NIE to have DNI. I was registered in DGOJ with my NIE number, currently I am not registered with the DNI. They deny me the prize because they say that since I am self-excluded with the NIE, they automatically cannot pay me the prize for being self-excluded. I have played in the rest of the casinos both in person and online with my ID and I have not had any problems. I have always been able to withdraw and deposit without restrictions. And these scammers refuse to pay me what I have legally earned.

I also attach the conversations and the annual summary that proves that I have not been paid my earnings.

Thank you for your reply, Erkha97. Could you please clarify if your self-exclusion with NIE is still active? Or did you cancel it before creating an account at this casino?

Hello good. My self-exclusion with NIE was still active but since they have given me Spanish nationality, said document no longer exists, which means that self-exclusion ceases to exist. With the DNI I am not self-excluded and if I wanted to be I would have to register with DGOJ. Therefore, said self-exclusion would not be valid.

Please understand that the self-exclusion is applied to a specific person regardless of the registered document. Casinos wish Spanish licenses are obliged to block players registered with DGOJ, therefore this casino acted correctly and your account was closed and the deposit refunded as it should have been. If other licensed casinos didn't proceed the same way, they made a mistake and you should contact DGOJ to see what your options are in those cases.

However, from our standpoint you are not entitled to your winnings, only the deposit refund. If you disagree with our decision, you can always contact the DGOJ as well as the licensing authority.

Since we believe that the casino did nothing wrong, 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.