Jellybean Casino - El jugador ha logrado abrir una cuenta desde un país restringido.

I contacted customer service if the Spanish can play on this portal and they tell me that without problems.

I register without problems and make two deposits of € 200.

Right after the page crashed here in my terminal.

I see the terms and conditions and Spaniards cannot register.

I had to access this portal to contact through a vpn, to tell my problem.

To delete cookies but nothing.

I feel cheated.

They told me to talk to finance for the refund of the charges but they don't want to help me.

Me puse en contacto con atención al cliente si pueden jugar los españoles en este portal y me dicen que sin problemas.

Me registro sin problemas y hago dos ingresos de 200€.

Justo después la página se bloqueó aquí en mi terminal.

Veo los terminos y condiciones y los españoles no pueden registrarse.

Tuve que acceder a este portal para contactar por medio de una vpn,para contar mi problema.

Que eliminara cookies pero nada.

Me siento engañado.

Me dijeron que hablara con finance para la devolución de los cargos pero no quieren ayudarme.

Dear Janquel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have tried to register a new account as a player from Spain unfortunately, I couldn’t choose the correct country from the drop-down menu.

Since there is no possibility to register an account from a restricted country (see the screenshot below), I would like you to advise which country you have chosen when opening your account. Could you please forward your account details? How long ago was your account created and was it verified in the past?

Additionally, I have checked terms and conditions, and this is what I found https://www.jellybeancasino.com/general-terms-conditions/?lang=en:

"It is the players’ responsibility to be aware of and comply with national legislation within the players’ country of residence. In the event that a player registers an account with this website in a prohibited country then we are not required nor obligated to refund any funds deposited or wagered by the player. To provide specific clarity, this website prohibits registrations and/or use of this website in the following countries. Afghanistan, Albania, Algeria, Angola, Cambodia, Ecuador, Guyana, Hong Kong, Indonesia, Iran, Iraq, Israel, Kuwait, Lao, Myanmar, Namibia, Nicaragua, North Korea, Pakistan, Panama, Papua New Guinea, Philippines, South Korea, Sudan, Syria, Spain, Taiwan, Uganda, United States of America, the United Kingdom, Yemen and Zimbabwe."

I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear sirs,

Without problems I was able to register on this portal and in the dropdown came Spain.

I contacted the customer service and asked him if I could register and as a result of I told him I was going to claim I could no longer access from Spain.

I have tried to open the web from friends and they have blocked it.

I am going to send you all the chats and emails of the veracity of what I say.

Muy señores míos:

Sin problemas pude registrarme en este portal y en el desplegable venía España.

Me puse con atención al cliente y le pregunté si podía registrarme y a raíz que le dije iba a reclamar ya no pude acceder desde España.

He intentado abrir desde amigos la web y la han bloqueado.

Le voy a mandar todo los chat y correos de la veracidad de lo que digo.

My gentlemen, if when chatting with customer service and they had told me that it was a safe restricted country, I would not have registered.

I tell you the truth of what happened.

I'll send you the emails if you need them too.

But I guarantee that what I tell you is what happened to me.

Muy señores míos si al chatear con atención al cliente y me hubieran dicho que era país restringido seguro no me hubiera registrado.

Les comento la verdad de lo ocurrido.

Les mandaré los correos si le hacen falta también.

Pero les garantizo que lo que les cuento es lo que me ha pasado.

My gentlemen, I registered from Spain.

On December 10, 2020.

I made both entries on December 10, 2020.

You can see the time in the registration email.

On the same day, December 10, they eliminate access from Spain.

To be able to contact them by chat I had to use a vpn.

I told them that I could not access from Spain and they told me to delete cookies over and over again to be able to access from Spain.

I could never access from Spain again.

Muy señores míos me registré desde España.

El día 10 de Diciembre del 2020.

Hice los dos ingresos el día 10 de Diciembre del 2020.

En el correo de registro se ve la hora.

El mismo dia 10 de Diciembre eliminan el acceso desde España.

Para poder contactar con ellos por chat tuve que utilizar una vpn.

Yo les decía que no podia acceder desde España y ellos me decían que eliminara las cookies una y otra vez para poder acceder desde España.

Ya nunca más pude acceder desde España.

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

Time to time, it happens that the casino changes the restriction countries policy. Because it happened on the same day (you created the account and casino changed the restriction policy) you were in the middle of these events and now cannot use the website anymore. The casino should for sure refund you all the money what you have left in the account.

I would like to invite the casino representative here, please check the account and suggest to Janquel some solution.

It was quite a coincidence that I had the same registration day and the same day to make two deposits.

In this way this casino has a special and unreliable privilege, its a player from Germany, from Italy from Portugal ect .... you can register without problems automatically the terms and conditions change and I keep the money and make the access disappear of the web.

Ha sido una casualidad bastante grande que me haya tocado el mismo día de registro y el mismo día de hacer dos ingresos.

De esta manera este casino tiene un privilegio especial y poco fiable.Su un jugador de Alemania, de Italia de Portugal ect....se puede registrar sin problemas automáticamente cambian los terminos y condiciones y me quedo con el dinero y hago desaparecer el acceso de la web.

Hello Mr. Matej Novota I wanted to ask you a question:

The Reeltastic casino is from the same company as jellybean ?.

If you can access you will find that the same thing happens that happened to me in jellybean.

They prohibit countries including Spain but you have the door to register and be able to play.

And you ask in the chat you tell him that you are Spanish and they tell you that you can play without any problems.

Unlike responsible casinos, just entering the message your country does not have access to our website.

Thanks for the help Matej.

Hola señor Matej Novota quería hacerle una pregunta:

El casino Reeltastic es de la misma empresa que jellybean?.

Si puede acceder se dará cuenta que sucede lo mismo que me pasó en jellybean.

Prohíben países entre ellos España pero tienes la puerta de registrarte y poder jugar.

Y preguntas en el chat le dices que eres español y te dicen que puedes jugar sin ningún tipo de problemas.

A diferencia de los casinos responsables solo entrar te pone el mensaje su país no tiene acceso a nuestra web.

Gracias por la ayuda Matej.

A different company owns Reeltastic casino then Jellybean, but they might have the same platform.

Hello all,

Thank you for bringing this matter to our attention.

We are sorry that Janquel15 got in the middle of the event of us restricting access to Spain.

But we should point out that funds were depleted through the course of the gameplay and after that Spain was restricted from access, if need game history can be provided.

As mentioned in our T&Cs casino doesn't have any obligation of refunding lost deposits.

https://www.jellybeancasino.com/general-terms-conditions/?lang=en

Unfortunately with funds I could not access the portal and I had to enter with a vpn to contact customer service.

They told me over and over again that there was no problem deleting cookies, after trying another browser.

But nothing was effective.

I could only access the slots

To consume the funds.

I can provide you with the captures of the chat.

Better that they send if possible the connections from the internet and the chat.

You can see that there was bad faith in the facts.

What you need I send it to you.

My respects.

Lamentablemente con fondos no podía acceder al portal y tuve que entrar con una vpn para contactar con atención al cliente.

Me decían una y otra vez que no había problemas que eliminara las cookies,después que lo intentara con otro navegador.

Pero nada era efectivo.

Solo podía acceder a las tragaperras

Para que consumiera los fondos.

Os puedo aportar las capturas de los chat.

Mejor que manden si es posible las conexiones desde internet y los chat.

Podrán ver que hubo mala fé en los hechos.

Lo que necesiten os lo mando.

Mis respetos.

How dare you say that the balance ran out and then access to Spain was closed.

You can see in the chat how I ask again and again to help me to access this portal.

What a customer service.

Normal the reputation they have.

First I can register from my country and they close the portal.

Second, they say that I spent the balance and then they close access to Spain, not true.

Third, when I manage to access the portal to communicate with them, everything is excuses: yes, cookies, yes, the browser, and now that the terms and conditions have changed that day.

Thanks to Casino guru, at least to make known many injustices and then let it be what God, universe or whatever is above wants.

Regards.

Como se atreven a decir que se acabó el saldo y después se cerró el acceso a España.

Pueden ver en los chat como pido una y otra vez que me ayuden para poder acceder a este portal.

Vaya trato al cliente.

Normal la reputación que tienen.

Primero puedo registrarme desde mi país y cierran el portal.

Segundo dicen que gasté el saldo y después cierran el acceso a España.No es cierto.

Tercero cuando logro acceder al portal para comunicarme con ellos todo son excusas: que si las cookies que si el navegador y ahora que ese día cambiaron los términos y condiciones.

Gracias a Casino gurú por lo menos poner en conocimiento muchas injusticias y después que sea lo que Dios,universo o lo que haya arriba quiera.

Saludos.

Jellybean Casino representative, please send the game logs to matej@casino.guru.

Janquel has a good point that excluding Spain from day to day isn't a nice way to treat the customers. 

The correct way is to send email to all Spanish players at least two weeks before and inform them about Spanish market closure and give them time to withdraw the money. Inform them that after some date, it will be impossible to access the website and for those who will not withdraw the funds they will be sent to them back automatically. That's the correct approach. Good casinos do it this way. 

Dear Matej,

We sent game logs to matej@casino.guru.

Regards,

@compliance JellyBean Casino

From the game log, it is clear that the balance was used soon after depositing. The bonus was used later that night, but all the remaining balance went down 11.12.2020 early morning.

There is nothing suspicious on the game log.

If the remaining balance was spent on December 11, it does not correspond to December 10 when access from Spain was closed. (registration, income and closing,

Which I had to access with vpn to spend the balance and not as they say that the balance was spent and then the page for Spain was closed, only in slots because in the other games it would not let me enter.

I don't agree on how to close such an account.

If you play it is to enjoy.

An experience to forget.

I do not agree on anything in the way of treating clients.

Si el saldo restante se gastó el día 11 de diciembre no corresponde con el día 10 de diciembre que cerraron el acceso desde España. (registro,ingresos y cierre,

El cual tuve que acceder con vpn para gastar el saldo y no como dicen ellos que se gastó el saldo y después se cerró la página para España.Solo en tragaperras por que en los demás juegos no me dejaba entrar.

No estoy deacuerdo en la forma de cerrar una cuenta así.

Si juegas es para disfrutar.

Una experiencia para olvidar.

No estoy deacuerdo en nada de la forma de tratar clientes.

As I wrote before, there is a possibility that the time on servers is not your local time. The balance went down early morning (1:20 AM) Otherwise we didn't see anything suspicious. If you believe that it was not you who used that balance, I can recommend contacting the casino regulator or ADR. But all evidence what casino provided us was good and solid, and we believe that there is no reason for the refund.

However, we agree with you that this situation should be handled differently. For example, sending an email with 2 weeks notice that the Spanish market will be closed and give the customers time to close the accounts.

A casino to forget.

Disappointment.

Un casino para olvidar.

Decepción.

You tell it and nobody believes it.

What happened.

Lo cuentas y no se lo cree nadie.

Lo sucedido.

Janquel, as I wrote, I very carefully check the logs and there is nothing suspicious.

I agree with you that how the casino manage the whole situation could be done much better. However, I didn't find any reason for the refund. I am very sorry. Based on all the evidence what casino provided us we are rejecting this case.

If you are right that the money was played but not as I wanted with a connection from Spain and not from a VPN.

And to this add that the live casino with the VPN did not open.

I had no choice but to play the money at the slott.

Why don't they ask for the connections from where they went and compare them with what was played?

I do not agree at all the situation experienced.

Through the vpn connection I would tell them how they see the chat over and over again that I cannot access from Spain and they would tell me you delete the cookies.

Go that the customer service team change the terms and conditions and do not know anything ?.

Thanks for the heartfelt help.

I hope everyone who reads this complaint will help them not to live my experience of registering, making two economic income and closing access from Spain.

Or any other country.

For me, what I experienced is a scam.

Que si tiene razón que el dinero se jugó pero no como yo deseaba con una conexión desde España y no desde una vpn.

Y a esto añadirle que el casino en vivo con la vpn no abrían.

No me quedó más remedio jugar el dinero a los slott.

Por qué no le piden las conexiones desde donde fueron y las compara con lo jugado?.

Yo no estoy deacuerdo para nada la situación vivida.

Mediante la conexión vpn les decía cómo ven el los chat una y otra vez que no puedo acceder desde España y me decían borras las cookies.

Vaya que el equipo de atención al cliente cambian los terminos y condiciones y que no sepan nada?.

Gracias por la ayuda de corazón.

Espero toda la persona que lea esta queja le sirva para no vivir mi experiencia de registrarse hacer dos ingresos económicos y te cierren en acceso desde España.

O cualquier otro país.

Para mi lo vivido es una estafa.

As the casino wrote and prove by evidence:

But we should point out that funds were depleted through the course of the gameplay and after that Spain was restricted from access, if need game history can be provided.

Because Janquel used all his money we have no other option as to close this complaint as rejected.