BronzeCasino - Player requests a refund of deposits.

I’m a compulsive gambler who’s tried to take his life before due to gambling! I have a weekly session with a psychiatrist and hate gambling! It totally stresses me out but I’m addicted. I deposited £300 at this casino and it was as if the symbols were missing. No bonus symbols, no free spins nothing! I got very very stressed and spoke to live chat, they offered me extra Cashback which I refused. They then told me to keep trying as they gave many big winners, I was getting more and more stressed and spoke to other live chat helpers, they said try again! I deposited another £300 but no change, by now I was crying and hating gambling, I told the live chat agent I thought the machines were corrupt, and it was the worst gaming site ever and I’d give it 0/10. They told me "keep playing, you can be our next winner! The more I bet the more I lost, got frustrated, got in thick with live help and was desperate to leave. They told me I was just unlucky and to play on. I deposited another £400 thus leaving me with £7 to do me the next 29 days!! Any won was tiny, any bonus hit paid pennies, I got back in touch saying it was corrupt, fixed, fake, rigged etc and they told me keep playing!

I’m now feeling suicidal, I think any responsible professional company would’ve seen by my words and constant messages stating all these negative things meant the only thing to do was to close my account with immediate effect. I genuinely think they knew I was unwell and knew fine I’d keep playing until I had nothing left!!! I now see they don’t even have a U.K. licence so shouldn’t have accepted my money in the first place!

I ask for a full refund of £1000 for all chats to be made public or shared with the gambling guru and for me to be able to move on with life the very best I can.

Id leave this casino a review of 0/10 an still think it plays out and pays out like no other casino I’ve ever visited.

Dear Bh1974,

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 in the 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.) 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 in 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 to a refund of your deposits. I can only recommend you to do better research next time and play only in the casinos licensed by UKGC.

However, if you have supporting evidence that you’ve asked for a self-exclusion or mentioned gambling problem and it was ignored or overlooked, please forward it to petronela.k@casino.guru. Looking forward to hearing from you.

Best regards,

Petronela

Dear Bh1974,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.