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It's been almost a month since I filed a claim and sent them evidence of deposits to Drakebet Casino that weren't added to my balance.

I get the feeling they don't want the casino to speak out, or that I'm lying, or that I'm protecting them.

I already explained that the deposits do not correspond to a casino with a gambling trade code, but to GUMROAD, which is an ordinary business.

And they block my account when I ask them.

The casino has cheated me and is making me feel like I'm the one to blame. It's outrageous.

Hello Curritokira!

I think your experience is going to be far better spotted in the casino's official thread. I pretty much recall we had a discussion about legality and Spain's gambling regulator, so I guess you would be much better protected if you keep playing on Spanish officially licensed sites.

However, I understand that the variety and thrill of trying something new may also work well. Do you prefer quite riskier fresh casinos outside Spain's regulation? I hope you won't face additional issues, of course.

Let's see how the complaint turns out.

I've decided to play little or nothing at legal casinos in Spain.

Whether it is illegal or not, I believe it does not give the right to steal two deposits of 100 euros, block the account and close documentation.

I think that is not legal or a serious casino to trust.

And the fact that they use false trade codes, as in this case a clothing and object store called Gunroad, makes everything more frustrating when it comes to proving the incident.

Hello,

Much safer decision, I'd say.

I'm not aware of any stealing; I was just explaining how our point of view usually differs from the lawyer's perspective when it comes to refunding lost money and as I said, I recalled you were very against casinos outside the Spanish regulator, so it was a surprise to me.

The rest will surely be addressed in the complaint; don't worry.

"False trade codes" are also part of the way the casino offers its services abroad; in most regulated markets, the operators have no other options. Which is pretty bad, because especially addicted players may be at risk due to failing banking blocks or other similar measures.

Thanks Radka for your advice.

I'm trying to figure out the role of payment processors and their responsibility.

There's one case that concerns me: a national payment processor handles transactions through Bizum, and the Commerce code doesn't correspond to lotteries, either. They only offer the service that way, not through credit cards. What's your opinion on this, Radka?

Thanks in advance!!!!

Thank you for your precautions. ??

In general, I'd say using these payment providers is the only way to access specific markets/countries. Because in order to accept players from Spain, the casino has to ensure that such players will be allowed to deposit and withdraw, which won't be that easy if the local bans recognize gambling-related transfers. So, casinos hire 3rd-party payment providers to resolve that.

Payment processors as well as other providers randomly mistake us for a casino; hence, that's what I think based on the occasional business offers we get through our Linkedin profile.

I would, however, appreciate it if an official casino representative could accurately explain this situation. I'm just assuming the reason behind this. It, with no excuse, poses a horrible side effect for addicted players whose gambling transactions are actively blocked.

Can we conclude that a payment processor that processes deposits and withdrawals to illegal casinos has no liability whatsoever? On any legal level?

Payment processors I suppose profit from this activity.

I understood correctly.

Thanks as always for your didactic answers.

Happy to keep up with you!

I think it should be considered a shared responsibility since the payment operators must be familiar with restrictions in order "to find a solution."

However, I'm quite sure that lawyer would be more interested in the legal aspect of the partnership rather than in what I would call common logic. That's why I do not prefer to comment about legality and instead focus on fair logic and experiences. I have no legal training.

I totally agree. Perhaps it would be interesting to create a separate thread. It would be interesting to hear from people who are knowledgeable and willing to contribute.

Good idea; however, we already have that thread; you posted there already too. It is called "Question about Gambling websites with Cura?ao license using incorrect Merchant Category code"

In my opinion, this thread is full of insights and experiences, even legal advice - if I'm not mistaken - so I guess it is best to stick with this thread. What do you think?

I think it's a good idea...thanks!!!

Anytime, dear Curritokira!

I've been complaining to this casino for two months about keeping part of my money that was never credited to my account, providing more and more evidence. The clock has reached 0 and they still haven't involved it. It's crazy!!!

Finally, the head of the complaints service closes my complaint due to lack of evidence. I don't know what to think anymore.

The way I understand it, you have not been able to provide a transaction ID, and you did refuse to provide a bank statement. Under such conditions, there's literally nothing to do. My colleague has nothing at his disposal to confront the casino with. I'm sorry, but this explanation sounds fair to me:

"Over the past two months, we’ve asked several times for the exact transaction IDs of your deposits so we could verify which payments were credited to your account and which were not. Despite your efforts to share screenshots and dates, the lack of specific transaction references means we cannot substantiate your claim or challenge the casino’s records.

Without these verifiable details, we’re unable to move forward with an effective investigation. Therefore, we must now close your case as rejected due to insufficient evidence to support the complaint."

I agree with whatever they tell me because I'm absolutely certain I'm right. An objective and verifiable fact is that there are 7 charges and only 5 were credited to my balance.

But I don't know how to prove it, to be honest. I'll talk to my bank.

Call your bank; I'd say it is a beneficial idea. There must be a way to provide the statement to any client. Once you get it, we have something to present to the casino, and the complaint may move forward. ??

The bank doesn't issue card statement charges. Only from my checking account. However, I made a detailed video of all the charges that appear on my card statement. I sent it to the person responsible for the complaint, and I think she's closed it for good. It's truly embarrassing. Two of my deposits have been stolen.

Hello Curritokira,

I find it rather strange that your bank is unable to provide a statement including card transactions. I have never heard of such a thing, but I'm glad you managed to find another option. Well done. Regarding the complaint, I do not have any additional insights to offer, I'm sorry.