Home Complaints BronzeCasino - Player is complaining, that casino allowed him to open an account from restricted country.

Amount: £900

BronzeCasino - Player is complaining, that casino allowed him to open an account from restricted country.

3.8/10 Bad reputation Submitted: 12 Oct 2019 | Case closed : 23.10.2019
Our verdict

Unjustified complaint

REJECTED

Case summary

27 days ago - 23 Oct 2019
The player lost nearly £900. This complaint was rejected, because he played from UK, which is according to casino's T&Cs restricted country.
Written by Kristina
Casino Guru admin
Public
Jayson

I played at this casino not realising it was connection  to another casino , cash spins casino. com same layout same live chat everything about this casino is false , I had a problem with Cashspins casino on withdrawals for 1500 euros the casino simply said I was in breach of its terms of service email is here. 

Dear Jayson, 

 

 

 

As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met.

 

 

 

Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit.

 

We have therefore cancelled your withdrawal request and removed the winnings.

 

the casino offers to buy a feature that does not show the cost how much it cost which is not in the terms of conditions and playing as a new player was not to know this as I was playing with winnings I have never heard a casino say anything of the sort you keep what you win right if you don’t wager it’s says it’s licensed under curocua e gaming ltd which again I have an email from there department 2 nd email 

Hi again Jason, 
 

Thank you for your feedback.

We double checked and we can confirm that Curaçao eGaming has no connection with that site and therefore
any references made to Curaçao eGaming as one of the Master License holders
are false and misleading.

Regards,
Curaçao eGaming

 

 

i had no idea the connections of the casino so I deposited on bronze casino and lost nearly 900 pounds they are not suppose to except players from the uk but took my money there is a lot to put these casino together and not licensed as above said email there not legitimate sites and one only knows how I can get my money back , somewhere on the internet the two will be associated with tall Mountain casino ltd they are fraudulent websites taking people’s hard earned money and also winnings I need evidence to proof this for my bank to get my funds back and also the other casino mentioned my 1500 euros that was confiscated from me . They are blacklisted and until someone can  take action it will continue they are fraudulent please get connections of said casino they both say they operate under same operator and my funds should of never been took as they do not except players from the uk more evidence if needed regards Jayson.

Public
Kristina

Dear Jayson,

Thank you very much for submitting your complaint through our website. We are very sorry to hear about your problem with confiscated winnings. We know that this casino and all related casinos’ T&Cs are not completely fair. We will try our best to help you with your case, but it will be difficult.

I wrote an email to Curaçao eGaming asking about their license, just to make sure.

I also checked their General T&Cs and Bonus T&Cs and I have not found the information that placing single bets equal to or greater than 30% from the value of the deposit is prohibited. I asked about this their live chat support. Two representatives claim there is no maximum bet. 

Did you find this information somewhere on the website? Also, could you please forward to us your conversation from the casino, where this 30% rule is mentioned?

Best regards, 

Kristina

Public
Jayson

All they say is contact support, 

this is the email that was sent to Curacao egaming 


On 11 Oct 2019, at 11:56, Tech Compliance <tech-compliance@curacao-egaming.com> wrote:

 

Hi again Jason, 
 

Thank you for your feedback.

We double checked and we can confirm that Curaçao eGaming has no connection with that site and therefore
any references made to Curaçao eGaming as one of the Master License holders
are false and misleading.

Regards,
Curaçao eGaming

the reason they won’t payout  is also after research they do not accept players from the uk they do not hold a licence to trade in the uk under UKGC rules , point being they should have a ip blocker for all the listed countries they do not accept , I copied and pasted the address from bronze they are not associated with that address . I spoke to someone on live chat and they confirmed they do not accept players from the uk. Which making payouts impossible they using different payment processors bronze Russia when based in Cyprus and the other I think is Texas for cashspinscasino.

they have been reported to the national fraud investigation unit here in the uk I’ll send you a screenshot of an ip blocker form the address bronze is using called casino 6 regards. 

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Jayson
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Kristina

Hello Jayson,

I carefully read your complaint again and I am getting a little bit confused. I am very sorry, I would really like to help you, but I don't know how. Why do you write the complaint about Bronze Casino and mention here Cash Spins Casino and Cozyno? It is not clear, how these screenshots could help us move in the right direction. I am sorry for this, but I am trying to understand your problem. 

Please, let me know what the resolution of this complaint should look like.

Thank you for your patience.

Kristina

Public
Jayson

Simple the address on bronze casino belongs to cozyno o was trying proof a point and secondly they host 6 black the problem is I’ve been scammed and all casinos seem associated with bronze please concentrate on bronze casino my last screen shot was the one you ask for with the rep saying 30% I have a lot of evidence to suggest all said casinos are linked and behaving wrongfully because the don’t accept players from the uk so had no chance of getting my winnings .

Public
Kristina

Hello Jayson,

I checked the casino's T&Cs again and, unfortunately, there is nothing I can do for you in this case. It states this: "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, Singapore, Syria, Spain, Taiwan, Uganda, United States of America, the United Kingdom, Yemen and Zimbabwe." 

You agreed with their T&Cs during the registration process.

I admit, it is not fair that casinos allow players from restricted countries to register, deposit and play. Good casinos block players from opening an account from restricted countries. An issue like this can occur, especially if the casino has a low rating, like this one. 

I am very sorry for not being able to help you further. The only thing I can do for you now is to recommend you to be careful in the future and read the T&Cs before you agree with them. Also, I would recommend you to choose casinos with a higher rating, because there is a much smaller chance of issues like this happening when playing in reputable casinos.

I hope you won't come across similar problems again.

Best regards, 

Kristina