The player from the United Kingdom encountered issues with deposit permissions as the casino did not allow UK players to play for real money, despite advertising otherwise. After depositing a significant amount, the player's account was disabled, and she requested a full refund for all deposits made. The Complaints Team informed her that assistance could not be provided since the casino's policy allowed for registration and deposits from restricted jurisdictions, but did not cover losses incurred during gameplay. Consequently, the complaint was closed as the casino was not obligated to issue a refund based on the circumstances described.
Memocasino - Player is requesting a refund of her lost deposits.
Amount: £2,000
Memocasino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.3
Memocasino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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1 month ago
The site does not allow uk players to sign up nor deposit or play for real money I have attached and advertisement stating they accept uk players when I there t&c they don’t.
I should never been allowed to sign up or them to slow me to deposit and play.
I deposited a far amount and want a refund as I could never play for real money or should been allowed to sign up.
I am unable to check the actual deposit sum as my account has been disabled.
I want all deposits ever deposited and refunded.
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1 month ago
Dear Alex1012,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please specify the current balance in your casino account?
Did you submit all the correct personal information in your casino profile, including your country of residence?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Dear Alex1012,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
Thank you for your reply.
Please understand that, according to our company policy, we are unable to assist in cases where a player from a restricted jurisdiction successfully registered, deposited funds, and lost them during regular gameplay. We only handle complaints where a player from a restricted jurisdiction was allowed to register, deposit, and play, but upon winning and attempting to withdraw their winnings, the casino blocked the account and confiscated the funds due to the player’s location.
If the primary basis for your request is that the casino should not have allowed you to register and deposit funds, I regret to inform you that we cannot persuade the casino to refund the full amount you lost in regular gameplay. Ultimately, it is at the casino’s discretion to decide whether to issue a refund—either in full, in part, or not at all.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Veronika
