BetterDice Casino - Player requests a refund of deposits.

BetterDice Casino.

First they claimed they accept UK players which was checked by myself on live chat and in terms prior to depositing. Then, I see the casino has no UK license despite hosting UK licenses games and accepting UK players. 

Upon playing these games, they performed and played much slower and very strangely compared to the original counterparts.

I have read several similar complaints and when asked about this the company did not answer my questions and completely glazed over the legality of their hosting these games.

Then; they proceeded to change the terms and conditions to say that UK could not join and play certain games although it did not say this prior. It states UK players can’t access gaming host games from Blueprint or No City Limit but I provided clear proof showing this is false and they be played and accessed by UK players. 

The staff are rude and I don’t believe they have any form of management as no one seems to know what is going on or how / why things are happening. 

i have demanded a refunded due to this misleading nature of their casino & they have ignored me.

Dear Dylan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that UKGC license is necessary only for those casinos which want to operate on UK market (targeting the UK) but if the casino does not target the UK market with their commercials (do not offer GBP currency, bonuses for UK players, etc.) and their license authority allows it, they can accept UK players, they are just not protected by UKGC.

Here is an example, that could help you better understand our standpoint:

You are from the UK, and in the UK people drive on the left side of the road - that's the law. In my country, people drive on the right side of the road. But we are not building special roads for UK citizens because their laws say people should drive on the left side of the road.

And the same principle is applied for the UKGC license - you are working on the UK market, you need to follow the UK law. But if you come to play in Curaçao licensed casino (by your free will and they are not targeting the UK market), you need to follow Curaçao laws.

Unfortunately, in this case, we are not able to help you and you have no right for refund of your deposits. I can only recommend you to do better research next time and play only in the casinos licensed by UKGC. Please let me know, if there is anything else, I could do for you regarding this case, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Petronela

Hello,

This casino does offer GBP currency and it does offer bonuses to UK players.

My complaint is listed in Euros for some reason but the casino does offer GBP which is what I played with - proof of which I can provide and all bonuses - welcome or otherwise are offered to UK players. The bonus codes you type in to redeem said bonuses directly have GBP in them.

Dear Dylan,

I have checked with live chat agent if UK player are allowed to register and play. Please see below the transcript:

"Could you please tell me if you accept players from United Kingdom?

You can play and make withdrawals. Although some of the game providers are restricted for UK players such as: Spinomenal, Gamshy, Evoplay Entertainment, MicroGaming, BetiXon, Playson, QuickSpin and Blue Print."

In the case you lost money fairly, you have no right for a refund. No casino, (not even those licensed by UKGC), wouldn't give back your deposits. I’m very sorry but we’re not in position to help you. 

Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

They do indeed state that certain games are unavailable to UK players but the UK licensed game providers Blueprint & No City Limit ARE available to UK players which I’ve shown in my screenshots - despite the websites claim that they aren’t.

This is extremely misleading and not something I was told when I joined the site and the terms did not say this originally, this is my issue.

The terms and conditions seemed to be changed at the whim of the casino without informing players both before and after they receive complaints in other to form and support their narrative.

In one sentence, the Terms state that players have to be informed of any changes and then in another, they don’t.

.

Thank you very much, Dylan, for your reply. 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 Dylan.

I have no doubts that based on what you described the casino is breaking the law. If you wish you can contact UKGC and report them, and there is a chance that they will need to pay a fine. This probably solves the game provider issue too. However, I do not believe that based on what you described, you have right for a refund.

Imagine the situation that you took a cab from work to home, as a few times before. And during a ride, you notice that the driver's license is not for your town but neighbourhood town. You can eighter let him finish the ride, pay and then inform about this the authorities or ask him to stop, pay him the part of the ride what you already did and call the official taxi. But you can not wait until he finishes the ride and then tells the driver that its free ride because he doesn't have a license for this city. 

You played in the casino and lost your money fairly - If you score a win, then the casino will pay you, so I don't see a reason for the refund. I am sorry.

Dear Dylan.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Whilst yes I did deposit and play at this casino, the information I was provided prior to this deposit was misleading and changed at the whim of the casino to suit their narrative. I asked and checked that UK players are accepted and can play as normal on this casino prior to depositing on the chat support system on their website - logs of this will have been recorded.

GPB is advertised on the bonuses and you have to physically type GBP onto the start/end of these bonus codes when you claim them. UK licensed game providers are clearly displayed and accessible to UK players. They do however play slowly and glitch often leading me to believe these versions are in some way tampered with.

When challenged, the casino simply responds rudely, not at all or changed their T&C’s altogether to support their narrative.

There is a case essentially exactly the same as my own on Lcb.org in which the casino admitted fault for the things outlined & refunded them player partially. This player was from the UK and outlined exactly the same issues that I have.

This to me is an admittance of fault for the very same things I am complaining about here.

I would simply ask and expect the casino to give me the same resolution.

Had I known the illegal goings on of this business and the unethical practises, I would not have deposited at all and when I asked prior and was told all was fine, this is when I then deposited.

Ok I try to explain one more time and again with an example:

You want to buy a new sneakers, and you decided to go to trade center. You find a store and buy a product which is cheap and later you discover that it's fake copy of one of the popular brand.

1. If you still have the sneakers, You can come to the store and demand money back.

2. you can call the police and report them.

You can't come to the store with bill and without product and demand money back or at least partially refund.

The porpouse of our website is to educate the players and bring justice between players and casinos. 

But the rules must works both ways, nobody should have advantage, right?

Now imagne a situation that casino refund you, despite the fact that you lost all the money before.

Then analogically everyone from UK can come to this casino and only win - because if they lose, all what they needs to do is demand refund. Do you see it now? 

I agree that they shouldn't have GBP as currency and that they shouldn't aim on UK market. We dislike such a practice but we believe in free will of people. 

If this casino doesn't have an UK license, why you played there?

As I have already stated, I asked prior to depositing on the chat support if there was any issues with UK players, I was told no.

It was only after playing and noticing inconsistencies in the game versions I had played on previous sites that I decided to research into the casino further.

This is when I found inconsistencies in their terms and conditions as well as a long list of similar complaints to my own.

Upon questioning the casino, they changed their terms and conditions in order to hide the issues raised and then changed them again in order to deny this.

Interestingly, they now don’t let UK players even access their site at all which clearly showcases that I should never have been able to access the site in the first nor told I was able to.

A screenshot of this is below.

Whilst I understand the sentiment of your point, why exactly would the casino refund the player at all if there was no fault on their part? Shouldn’t they have utilised their "free will" and declined this?

And why now would the below screenshot be as it is and state that players from my region are no longer allowed? This all points to clear wrongdoing on the point of the casino and attempt to back track and cover said wrongdoing up.

I understand your point of view. But we are not the organization which is correct for that - try UKGC.

If you look on our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

The fact they accept you and they shouldn't is actually your benefit as long as they treat your fairly.

On the other hand, if you won instead of lost and casino not pay you the winning in this case it will be unfair.

But if you play and lost then we can't help you, because the loss was fair. I am sorry, I have no other option here as to reject the complaint.

Since Dylan didn't answer and based on what we wrote before, we are rejecting this complaint.