WinVegasPlus Casino - Player’s several requests to block himself from the casino have been overlooked.

My problem comes from the last 2018 and 2019. Person registered in RGIAJ and with psychiatric problems I provided documents so that they will not let me enter more in these casinos that lack licenses to operate in Spain and do not have the Registry of interdicts that makes you unable to register With your data, a year and a half ago I brought to the attention of the sister casino Unique casino and a person responsible for these two casinos apart from Vegasplus called Analys from Venezuela attended me and I sent him all kinds of documents from the DGOJ and my illness and Complaints to the DGOJ answering that they do not have a qualifying title to operate in Spain. Without any type of problem I was able to register in this casino and this lady contacted me again, I tell you. I got to take into account € 19,000 but they did not verify my documents one day and another day until what happens to a gambler you play because of addiction and if they don't pay you, they ended up with their goal to keep playing until they lose everything. DGOJ does nothing to close these casinos that lack the qualifying title to operate in Spain and where there are many Spaniards playing with platforms in Barcelona. The next letter will be to the Deputy Lord of the game to see what he thinks of this for sure not nothing.

Dear Janquel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any emails which you have sent when requesting to block your account? Have you received any confirmation from the RGIAJ validating your registration? All the relevant documents and information could be forwarded to my email address petronela.k@casino.guru.

Additionally, could you please advise if there’s any correlation between this and the following complaint https://casino.guru/unique-casino-player-is-experiencing-withdrawal-problem-?

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 have nothing to do with that complaint pointed out at that link.

Thank you very much Janquel for providing all the necessary information via email. 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.

Hello Janquel.

From what you are writing, I am not sure about what is your complaint. Did you self-excluded in VegasPlus Casino?

Or you complaining that they let you play and you are self-excluded somewhere else? (DGOJ, RGIAJ)

Hello sir my complaint is:

A gambling and mentally ill person, in 2018 I started playing at machance casino, then in 2019 at unique casino a Venezuelan lady called Analys contacted me, I signed up for the DGOJ registry to stop playing, I started In the Spanish Federation of rehabilitated Azar players and little by little I began to see the light without a game, I sent all these documents to these casinos so that they would know my problem in their database and this lady personally called me encouragingly, she told me that She had had anorexia problems and was able to go out. She recommended a book to find your inner hero all perfect. In February 2020, the sister casino of these two Vegas plus without any problem, I can register in this casino and I fall into the game and ask to close my account and they close it after I ask they will open it for me and without problems they open it for me but having tried the game again generated tremendous anxiety and a way out of not being aware of the ludo Patía of my mental problems or Covip19. I got to take into account € 19,000 the problem was getting worse they did not verify the documents and I could not collect I lose everything. Again all day playing higher and higher amounts one day another day, another day until I lost everything. Mrs. Analys was contacted again that the payments were going to take over and encouraging me to play I made more income the force that had caught the disease was tremendous until I spent all my savings. I kept € 50 to spend the month, I talked to Analys because he had let me play when he had all the information about my problem and had given me much encouragement to leave the game? He replied that my tone of voice seemed to have overcome the pathological gambling, I was happy, of course I had not played with psychologists for a week, of course I was doing better. He called me and confided his error. He told me I will open the account again I am going to pay you € 2,500 for you to collect them. If I went and collected them two days later I asked him to return all my money and he did not accept. That money was so he would not report it, he told me. savings of my life and the worst the depression and start again with expenses of psychologists and recovery. I hope they can help me at least to this lady responsible for machance.uniquecasino and vegasplus agree to return the last losses. I do not ask for the money I lost In the two previous casinos, only the latest to follow my recovery from doctors. If I do not succeed, I hope they can help me report my case and a person I knew publish it in the digital newspaper El Confidencial and can try to reach Mr. G Arzón Minister of Consumer Affairs in Spain. I do not want to do anything wrong to anyone, nor have an impact on removing dirty laundry so that online casinos can get a bad name, but they have abused me in all aspects. Any document you need please do not hesitate to ask me and thank you. for listening to me, a ssludo.

Here in Spain with these documents I cannot access any national or physical casino or online when registering there is a database that does not let you access. At the international level I know that there are casinos that, without an enabling title, do not have these registries. But when you contact a person responsible for three casinos mentioned above and ask them please not to let you open the account and send them documents of gambling from psychologists and the treatment you have psychiatric, I believe that the person responsible for these casinos has to Know the vulnerability of this person and act on responsible gambling and not abuse that person. I hope you have understood my complaint. Greetings Matej.

Yes, I understood.

It is always better to make a self-exclusion in a situation like this. It would be difficult to investigate what and why happened but let's start with inviting a casino into this dialogue. Janquel, could you please post here some piece of conversation with Analys (it is essential to prove that you informed her about your situation and that she legally represent the casino) so please choose the good examples of communication.

And I would like to ask casino representatives to check what happened with Janquel account and if he was ever self-excluded.

Matej please help me for them that money is small change for me I need it to pay the doctors. Greetings.

https://www.askgamblers.com/es/profile/janquel15

Mr. Matej looking in the last relapse I have found a similar experience the only time I made a complaint and it was with this same Mrs. Analys I presented it in askgambler August 2019 for almost a year. They denied everything again and again until Analys called me and He told me that they recognized their mistake and assumed their responsibility. I did not thank this lady for her words of encouragement that you see in the complaint, I did not put a name but they were addressed to her. I hope you can see that the responsible game even knowing the physical and psychological damage with a vulnerable person they do not care. Greetings.

All emails received in my account by Mrs. Analys and Vegasplus support have disappeared. Only those that I send to support have remained, those received from conversations and documents with the Analys Manager have been deleted by someone. I have tried to recover them and they did not leave the gmail system.

After the consultation with both sides, we decided that we will continue with this case privately. After we find some agreement or conclusion, we will publish the whole situation here.

As a player and as a player in rehabilitation with relapses, which can be avoided if there were casinos that take the severity of this disease (pathological gambling) seriously from the suffering behind all this, people knowing what discomfort they have, with Documents of this, I do not know what to say there are people managers of casinos and groups where they only dedicate themselves to earning money without being aware of the damage they do to the person and the people around them (woman, children, family, ect). They have no conscience. They are only involved in the greed of money. They use people, they do not love people and so it goes.

Player decided to contact the regulator to seek further help.

Until we receive an update, we are closing this complaint as "waiting for regulator decision."

Hello Janquel.

We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.

If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.

Thank you in advance for taking the time to reply.

Dear janquel,

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.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.