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I deposited €2080, however, they are violating their own terms and conditions. They do not allow user identification from Spain. They initially accepted my deposits but then refused to allow Spanish identification. I want my €2080 back. Not to mention that it's a "branch" of Casperbets, where I submitted my self-exclusion request on January 26th.

Deposité 2080€ sin embargo incumplen sus propios términos y condiciones. No permiten identificación de usuarios de España . Si permitieron mis depósitos pero luego no permiten identificación de España. Quiero que me devuelvan los 2080€. Por no decir que es una "sucursal" de Casperbets en la cual socialité la autoexclusion el 26 de enero

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Dear Jcvs21,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal of funds from the casino.

Regarding your self-exclusion request submitted to Casperbets, please note that self-exclusion from one casino does not automatically apply to other casinos. Each casino operates independently, and you must request self-exclusion separately with each individual casino.

To assist you better, could you please provide us with the following details?

• What specific identification documents were you asked to provide, and which ones were rejected?
• Have you received any official communication from the casino regarding their decision not to accept your identification?
• Did you use a VPN at any point while accessing your account?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

As stated in their terms and conditions, which I am sending now, and in the chat conversations, it is Casperbets under another name, and they do not allow registration but they do allow deposits because they let me.

Tal y como aparecen en sus términos y condiciones que envío ahora y en las conversaciones con chat es Casperbets con otro nombre y además no permiten el registro pero si los depósitos porque me dejaron.

Do not use a VPN or anything like that

No utilice una VPN ni nada de eso

Thank you for your reply and for providing the previous details, Jcvs21.

Please understand that if your issue relates to another casino, Casperbet, you will need to open a separate complaint regarding the self-exclusion matter.

• Could you please provide an explanation of the issues you encountered when withdrawing funds due to the casino’s refusal to accept Spanish identification?
• Additionally, could you share any further communication you had with the casino regarding verification, as well as any relevant evidence? This may include screenshots, emails, or chat records. You can send all documents to: petra.h@casino.guru, or post your screenshots directly in the thread.

Thank you again for your cooperation.

Dear Jcvs21,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru