Casino765 - Player is highly dissatisfied with this casino.

The chat operator lies to punters.

it says the uk players are allow to play and their t&c states uk not allowed.

Their payment providers charges even when deposit attempt fails.

Their license is allowed to operate in uk

Their support email dosent reply.

They dont have deposit limit in site and neither self-exclusion option, they tell you to write to the support email and they never reply.

They blocked my account after days and days and only because i reported them to the Curacao Egaming.

i was overcharged and their bank transactions seem very dodgy , none of the transaction mention the casino and above all one sends money to https://www.lihelitu.com/ an hardware chinese shop.

This site should refund my money and stop operating in Uk soil.

You should't adversise a rogue casino without a uk license and this casino exploit payers in purpose.

If u ask the chat operator if uk players are allowed to play they say yes, when u tell them that the their T&C states uk players are forbidden they say the t&c are wrong and that they will change it.

I have a proof of that,they do that like that u play and then they don't pay you.

Please dont promote this casino and allert players to stay far.

Dear Maria,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 

I checked the casinos general T&Cs and regarding those restricted countries I found this:

"7. Prohibited Jurisdictions

Curacao, United States of America, and Israel."

I understand that it would be much better if you as a player would be allowed to create an account only from allowed country, but sadly, not all casinos enforce this by software, therefore we recommend always checking the General T&Cs before registration. If your country is on the list of restricted jurisdictions, you shouldn’t register in the casino, so you won’t come across any problems later on.

Please note, that charges for transactions are in hands of payment providers, not the casino itself.

Also I would like to inform you, that we don’t advertise this casino, we simply wrote a review about it (as well as many other casinos) and it has now a „Questionable Reputation".

This casino, as you already know, is licensed by Curaçao Egaming, but it still can accept players from the UK. However, we always advise our players from the UK to prefer playing in casinos licensed by UKGC, to avoid getting into similar situation.

Regarding the player protection (deposit limits and self-exclusion options), every casino is different and, unfortunately, not all casinos can offer their players high quality protection tools, in this case it is possible only by contacting the casino’s support. Self-exclusion requested via email might take longer to process, but from your initial message it seems, that your account has already been closed.

I hope I managed to cover all of your concerns. Please let me know if there is anything else, I could do for you regarding this case. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi there, they changed the the 3rd of May specifically because of my complaint.

I have also screenshots on how they said yes UK players were allowed to play while their t&C stated the opposite and when i confronted them they said it was a mistake in their t&c.

We both know is deceiving from the chat operator.

They banned my account after 4/5 days even tough i asked to close my account under self exclusion, and 2 days ago they reopen it and only after me insisting they close it again.

Also they charged me even for the transaction that they appeared declined at first, i have been trying to speak with the support email but they don't reply.

Also could u please confirm that any Curacao casino is allowed to accept UK players without UK license and promote them in their Chat?

I have read that is not legal but maybe you can clarify that as the UkGC states that they are not allowed.

Thanks for your fast reply, i have been trying to contact the payment providers as many of my bank transactions appears under chinese harwareshop and clothing shops which shows how what is this casino about.

This is how they operated, now they changed their t&c but the 26th of April their t&c stated that Uk players weren't allowed but when i first asked they said they were, we all know this casinos do that in order not to pay players.

However this sort of casinos should be dark in the UK because they should have a Uk license to operate in UK.

Dear Maria,

I am really sorry for your situation, but as I already mentioned in my first reply, the casino can allow you to open an account if you are from the UK. However, it will never offer you a level of protection as high as casinos licensed by the UKGC can. We always recommend our players from the UK to choose a casino with a UK license, because when some problem occurs, there is an authority of a high standard to turn to for help.

It was your own decision to open an account at the casino licensed by the Curaçao Egaming authority, despite the fact that your country was on the list of restricted jurisdictions. We reviewed a lot of casinos with this license which accept players from the UK, but there are many other casinos that decided to rather not operate on this market.

The casino can accept players like this, if it doesn't affect their game play or withdrawal of their winnings in any way. However, the same applies when the player loses. The player then, unfortunately, doesn't have the right to ask for their money back, because they could lose the money the same way in any other casino (even one licensed by the UKGC). The only thing we could do in this situation is to help you to get back your remaining balance, if there is any.

Maria, if there is anything else I could help you with, do not hesitate to contact me. Otherwise, I will be forced to close this complaint.

Thank you.

So what are you saying it is legal for a casino to operate in the UK without a UK license and promote their casinos to Uk players?

It is also legal for a chat operator to say that UK are allowed to play when their t&c stated the contrary to allure players?

I was under the impression it was actually illegal for Curacao Casinos to operate in the uk Jurisdiction without a uk license.

Hello Maria.

May I ask, why do you think that we are promoting a casino with rating 5.7? We have the biggest online casino database, and we are trying to make it as accurate as is possible. On our website, we always recommend casinos with a rating higher than eight and if it is possible with local license.

Please check out our database of top online casinos where you can see the 'recommended' tab, even in 'all' tab the mentioned casino is somewhere on the bottom. We are providing accurate information, and if the casino says they accept UK players, we will publish this information. We are not lying to the our players, but promoting such a casino? - definitely no.

About UKGC: UKGC license is necessary for those casinos which want to operate on UK market (targeting the UK) but if the casino does not target 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 - all depends on their license. And on the other hand, we believe that if somebody restricts you to register in such casino, it is a breach of your human right - free will. In our educational materials, you can find a lot of advice about how to choose an online casino, and we strongly recommend to choose an online casino with a good regulator:

https://casino.guru/how-to-choose-an-online-casino

You look like you know something about jurisdictions, why would you choose the casino with questionable reputation and not some of the recommended? If you already lost all your balance, then I am afraid we can't help you and refund is not an option in this case. All depends if you lost your balance fairly.

One must document oneself since once a casino tricks you u must.

You have miss the point anyways as the casino does not respect self-exclusion, as they even reopen my account after they close it.

The chat operator lied to me and they even changed the t&c after.

However, i didnt come here to have an argument and it looks like in your eyes those casino are allowed to operated in uk without license , because this is what this casino is doing.

You said not be able to register in this casino is breaching human rights, but if casino like that didn't exist the honest casino who pay for uk license or those who respect the fact that can't operate in uk , they would have a better life.

Very disappointing the way you think as lots more of this rogue casino will pop up till something is done and if casino wants to reach th eUk market they should do what the rest of legal ones do, pay for the license and respect the code of practice.

That's all from me , can close the case as it looks like you almost on the casino side,sad because this a 100% rogue casino and they shouldn't accept uk players as the UKGC states.

It is not a point of you , it is not legal for them to access in the uk market and tell people in chat is fine to register when they are not licensed for it.

Anyways, thanks for your time.

Best regards.

M

Dear Maria,

I am very sorry for the confusion. My last post was a reaction on your previous post about UKGC license. We always try our best to help players, but we have to review each case individually based on the provided evidence and then decide, who is right. About the self-exclusion, you are right. If you finished the self-exclusion by email and your account was blocked, or you received the confirmation about your self-exclusion, then casino should not reopen your account (the reopening would be possible, but only in particular circumstances). The account must stay closed for a cool-off period, which is usually 6 months or more.

But from what you wrote it is not clear if you asked them to close the account and they did it based on your request, or they closed your account because you reported them (there is a big difference between closing the account and self-exclusion). Please explain to us how exactly you asked for your account to be closed. The best would be, if you posted an email about self-exclusion here, or you can forward it to my email address - kristina.s@casino.guru. We will be more than happy to help you with this issue, as we believe that failed self-exclusion is very serious mistake from the casino's side.

And back to UKGC license: We have a very similar opinion as you about the licenses. But our goal is to list on our website all of the casinos and then sort them out and recommend only the good ones. If we delete this casino from our list, then players can go there without our warning about license and reputation (I am sorry, but the license has a questionable reputation, rating of the casino is questionable as well - I would not choose this casino, if I were from the UK).

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 principe 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.

And all these facts we consider in our review - that's why casinos which have UKGC license are on the top with rating 9+ and casinos with Curaçao license accepting the UK players have a questionable reputation.

Maria, if you are still interested in our help, please let me know and we try our best to resolve this case. Don't forget to post here a screenshot of your request for self-exclusion, and a reaction from the casino, if there is any.

Again, I am really sorry for this misunderstanding.

Hi Kristina , thanks for your response.

i doubt anything could be done, my account has been close again for the second time by the chat operator , even tough they told me the first time only the support email could close my account and they took 4/5 days to close it under self exclusion.

At first i complained about the limit not offered and the self exclusion not only offered on the site but the support email not replying between the 72 mentioned on their t&c.

However later on my bank blocked my account for suspicious activities and i realised way more transactions were credited in my account.

Now , i have lots of transactions who have very weird merchants some are form Chinese hardware shops and clothing shops, some are going to China/Russia and Nigeria.

I am not entirely sure if those transactions are made by the casino as i have been asking for 2 weeks to the casino the merchant name that appears in the bank statement.

i do not recognise this transactions as they have gambling reference and the casino is not mentioned,

I wanted the casino to let me know if those transaction are related to them but they don't reply to the emails and the chat operator dosent help.

i doubt you can help but thanks for your reply.

You can close the post as doubt anything can be done, since the support email does not reply to emails.

Thanks for your help.

Best regards

M

Hello Maria,

I am closing the complaint as per your request. I am really sorry for your negative experience and I would like to recommend you to always choose the casino licensed by UKGC, in order to receive better service and protection.

Although we couldn't help you with this case, please don’t hesitate to contact us if you run into any issues with this or any other casino in the future, but I hope you won't come across similar problem again.

Best regards,

Kristina