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I am in self-exusion to the game by the government of Spain so I should not be able to bet in any casino. I claim that they let me bet and lose by making very frequent and large deposits and increasing bets to recover for being a gambler and they did not close my account or limit. I claim to return what was lost but since October 2 they say that they are evaluating my case etc. and after more than 60 emails they remain the same without giving an answer. I want them to respond to denounce in court if they do not return the money and a judge solve the case if they do not want to return it to me.

Estoy en autoexusion al juego por el gobierno de españa por lo que no deberia poder apostar en ningun casino. Reclamo que me dejaron apostar y perder realizando depositos muy seguidos y de mucha cantidad y aumentando apuestas para recuperar por ser ludopata y no cerraron mi cuenta ni limitaron. Reclamo me devuelva lo perdido pero desde el 2 de octubre dicen que estan evaluando mi caso etc y tras mas de 60 mails siguen igual sin dar respuesta. Quiero que respondan para denunciar en el juzgado si no me devuelven el dinero y un juez resuelva el caso si no quieren devolcermelo.

Dear alexlisen86,

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 Curaçao license, it will be very difficult to resolve this case to your satisfaction.

Could you please advise if you have sent a request for the self-exclusion directly to this casino?

Thank you in advance for your reply.

Best regards,

Petronela

No, but I have been waiting since October 2 for an answer to attach to my complaint in court, almost 3 months and they only give long saying that they will answer me and they do not

no, pero llevo desde el 2 de Octubre esperando una respuesta para adjuntar a mi denuncia en el juzgado, casi 3 meses y solo dan largas diciendo que me responderán y no lo hacen

I'm afraid we can't force the casino to reply to the court. Could you please advise if you have sent a request for the self-exclusion directly to this casino?

Dear alexlisen86,

We are extending the timer by 10 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.