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I am a Spanish citizen and according to the terms and conditions in this casino, we are not authorized to play, however they let me open an account, play, bet and deposit, my fault for not reading the terms and conditions on time, but they also allowed me to, I played in their casino and they accepted my money, even though they say that they would take the necessary measures in case a player of Spanish nationality participated in games inside the casino. I requested a refund of my money, sticking to this rule and they refused since they say that all the responsibility is mine.

Dear Larpz24,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from any country to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries (or in this case from a country they do not have a license for) to deposit and play, they should pay out their winnings as well. If the player loses their winnings willingly by their own choice, we don't think they are entitled to a refund.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here, but feel free to correct me if I am wrong.

Please, if there is anything else, we could help you with, do not hesitate to contact us, otherwise, we will reject this complaint. Thank you for understanding.

Best regards,

Tomas

Dear Larpz24,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.