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English in United States - NON UKGC ACCEPTING UK PLAYERS


Declined - We do not pursue refund of losses based on lack of license. If your government cannot enforce its restrictions there's no chance we can.

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Player's Complaint

I am writing to you today in relation to the above subject. Just over a week ago I received a promotional email for a casino called;

I opened the link and was taken to the site. It had a large variety of games from numerous providers including a lot of my favourites from NETENT and Merkur. I subsequently registered and before depositing I asked support if they were alloeed to accept UK players as I have been stung in the past with winning been voided due to being a UK citizen. Support confirmed that I was able to play. After a large amount of deposits I became a bit suspicious over the RTP claim as i noticed a lot of the spins on certain slots had the same setup and continually paid nominal figures such as 50p.

Due to this I done a bit of research and discovered that the casino does not hold a license issued by the UK Gambling Commission but is instead Licensed in Curacao under master license 365/JAZ. Due to this I contacted the UKGC who indeed confirmed that site was not licensed by them and that by promoting and accepting transactions from UK players they were infact acting illegally. The UKGC have asked for further information and transactions made with the site including all correspondence so they can investigate. I contacted the support at casino btc and kindly pointed out the error and asked for a refund and my account to be closed highlighting the UKGC response, they however replied that their own terms and conditions allow UK players (despite it being illegal) I have not contacted the Curacoa Egaming authority, the government of Curacoa to find out what stipulations the license has and also NETENT and MERKUR to see what their thoughts are on this sort of rogue practise.

I am just astounded that in a modern world where gamblingcan be so dangerous to vuknerable people that sites like these are allowed to exist and get away with it. There is very little in the way of spending controls, or fair play. The do not use gamstop and take advantage of UK citizens who have signed up to GAMSTOP.

I am asking for your help to contsct and have them respond in a public forum and explain how they believe they can fail to adhere to a countrys laws and regulations and operate without a valid license in that country and get away with it. I understand that mistakes sometimes happens and there can be oversights but these casinos should admit these, refund the customer, close the account and have procedures in place that stop this from happening. Its cant be made amymore obvious where I am from on registration. My address is in the UK and my UK passport was used to prove my identity.

Please help!

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1 Responses

User icon
September 27, 2020

Hi hambogor - welcome to!

Unfortunately there is nothing we can do to help you in this instance. As explained in our Complaints FAQs we do not pursue refunds of losses based on lack of license. If your own government cannot prevent unlicensed operators from accepting their citizens, there is no possibility of the operator offering a refund simply on the basis of us asking them to.

Sorry we cannot be of further help.


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hambogor consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • 007 Slots
  • Curacao eGaming

September 27, 2020

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