Leonmonaco Casino - Player’s deposit has never been credited to her account.

I deposited twenty five pounds over a week ago which wasn't credited to my account so I emailed them only to get an email back two days later stating that the payment was 'stuck' and if it was successful then they would refund it I told them it had already left my bank but they ignored it and since after complaining they have blocked my account and have been rude and dismissive in their replies and I've not recieved any refund . ive also discovered that they havnt got a license for the games havnt got a license to accept UK players and havnt a gaming license the site is completely rogue so don't let them steal your money

Dear Caroline,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied.

Could you please advise if you have contacted your payment provider already? If there’s any relevant communication, please forward it to petronela.k@casino.guru.

In regard to the License, 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.

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

They havnt even got the master license they say they have because I've contacted them and they stated that they don't have any connection to them and I've contacted my bank they said it's really difficult to get payments back from online casinos and that the duty lies with the licenser .they also do deposits in GBP and many reviews are on English sites

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.

I am very sorry we were not able to help you with this case, but please don’t hesitate to contact us if you run into any issues with any other casino in the future. I will now reject your complaint. Thank you very much for your understanding.