National Casino - Player’s attempts to block his account have been overlooked.

I am a person with gambling problems as I indicated to the casino via live chat.

I register on this online gaming platform that accepts Spanish players and from Spain, my problem is that I am a person who is self-excluded and prohibited by the dgoj with which I have communicated and they have made it very clear to me that if they operate in Spain with players Spaniards, I, being self-excluded, did not have to let me play and they violate said law by which I request the refund of the money but I will take measures and report it to the competent authority.

Thanks a lot.

Dear Xotin35,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I’m sure that you are aware of the geolocation of DGOJ operation:

"What is self-prohibition?

If you have a problem with gambling, you can register in the Register of Gambling Access Bans (RGIAJ) of the Directorate-General for Gambling’s Regulation (DGOJ). It is registration with self-prohibition in gambling halls that require a prior registration to play, which includes the different operators that act legally in Spain. Anyone can request their inclusion in the RGIAJ, which will prevent them from browsing online gambling operators’ pages."

Since you have chosen a casino with a Curaçao license, it will be very difficult to resolve this case to your satisfaction. However, before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for your account’s closure. My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

I have checked general terms and conditions on the website, and this is what I found https://nationalcasino.com/rules/responsible-game:

„Responsible Gaming

Our team of world-class professionals worked hard to design National Casino as a reliable and safe place where you can always have fun and keep yourself entertained. Sometimes, however, playing at a casino, instead of bringing joy into your life, may become quite an unpleasant experience. In order to prevent such cases and help you steer clear of gambling addiction and related problems, we would like to take some time to offer you some advice on this matter.

WHAT TO DO:

If you know from the start that you are going to have certain gambling issues or you are just afraid that you are already not able to find a middle ground between how much you want to play and how much you actually can, then you may want to choose to exclude yourself from gambling at our casino. You can activate this preventive measure by contacting our friendly Support Service by Live Chat. In case you are concerned about someone close and dear to you, who can lose control over themselves while gambling, please contact our friendly Support Service and we will try to sort everything out. It works 24/7/365 and can be reached via Live Chat.

It's great if you can keep track of the time and the amount of money spent every day. If not, then it would be a good idea to seek the help of professionals dealing with the issues compulsive gamblers may face."

Is this support@nationalcasino.com the email address that you have sent your email to?

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 did not even have to be able to register and due to my problem the page allowed me to do so. I have spoken with the dgoj and if these casinos operate in Spain they have to be regulated by state law, which they violate and take advantage of prohibited people and those with gambling problems.

However, when I register I asked in the live chat to close the account since I have problems and they refer me to an email where I write and it takes me a few hours to respond, which because of my problem I continue playing. I only claim the money and that these people do not laugh at the laws in this way to profit for their benefit.

Legally, when I entered my data for the registry, I already had to skip the prohibition.

Regards thank you very much

Dear Xotin35,

Thank you very much for your reply. Please understand, that DGOJ protects you only in casinos holding Spanish license. Spanish license is necessary only for those casinos which want to operate on Spanish market (targeting Spain) but if the casino does not target the Spanish market with their commercials (do not offer bonuses for Spanish players, etc.) and their license authority allows it, they can accept Spanish players. Unfortunately, these players won't be protected by DGOJ.

If you come to play in Curaçao licensed casino (by your free will and they are not targeting the Spanish market), you need to follow Curaçao laws.

Please forward all the relevant emails to petronela.k@casino.guru. Subsequently, we will contact the casino. Thank you in advance for your cooperation.

Ok then nothing can be done.

Well, I don't know why we register for self-exclusion if you can play later ... oh my god.

I spoke with the dgoj and they said that if they operate in Spain they will. What to rule in Spain

You still can apply for a self-exclusion as described earlier. Unfortunately, your DGOJ registration protects you against casinos licensed by the Spanish Licensing Authority only.

Please let me know if you have applied successfully for a self-exclusion from the Nation Casino. Thank you very much in advance. 

Dear Xotin35,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.