Memocasino - Player’s account has been closed without resolution.

This casino was advertising it was U.K regulated which i later found out is not true after I deposited £8500. After reading the reviews and finding out it was not U.K regulated I tried to withdraw £100 . Customer would not allow me and said I need to use a different email address. Customer support then said I need another email address. I decided to close my account. Customer then wouldn't let me . It then took 48 hours to close my account. There was almost £650 in my account I was told I would recieve account balance within 5days . Money never arrived and I didn't realise but they were using chatbox. So it was really difficult to communicate with them. I ended up in hospital for short stay because of them. They stalled me and took 5 days to answer emails and they blamed ny bank . I asked my bank if they tried to put funds in my account. My bank said no. They then wanted a new bank account and wanted photos of 2 different bank cards both sides (very suspicious) is finally recieved £407 in my account over 3weeks later which was short of over £200. I then noticed they breached there own terms and conditions by accepting my deposits after giving them u.k address email address and phone number. I am now trying to recover my deposits as they should be null and void and the money they owe me but they dont answer my emails for 13 days

Dear cashattack125,

Thank you very much for submitting your complaint. I’m sorry to hear about the frustrating experience you’ve had with the casino.

To better understand the situation and assist you effectively, could you please provide more information on the following points?

• Could you confirm how you were able to create your account with a UK address, email, and phone number, despite the casino not being UK-regulated? When we attempted to access the casino from the UK, we encountered an IP block:

• Were you informed about any restrictions or issues during the registration process regarding your location?
• Do you have any communication from the casino that confirms their request for additional email addresses or why they needed new bank account details and card photos?
• Do you have any documentation (emails, screenshots, or chat logs) showing the casino's claims that they are UK-regulated or that they blamed your bank for delays in processing payments?

Your cooperation is essential for us to proceed with this case. Without detailed information and supporting evidence, we won’t be able to mediate effectively. Please feel free to forward any relevant communication or documents to petronela.k@casino.guru for our review.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi cashattack125,

Thank you for your prompt response and for providing all the receipts. I appreciate your cooperation.

Given that the casino has an IP block for players accessing it from the UK, I’m curious to understand how you were able to access the registration form and create your account initially.

• Could you clarify if you were able to register without any issues, or did you use a VPN or any other method to bypass the IP block when opening your account?

Your clarification on this point will help me better understand the situation and proceed with your case effectively.

Thank you again for your patience, and I look forward to hearing from you soon.

Hi cashattack125,

Thank you for sharing the details of your experience. I understand how frustrating it must be to face these issues with Memocasino, and we truly sympathize with your situation.

It’s important to note that Memocasino has an IP block for the UK, which means players from the UK are not allowed to register or play. When I tried to register from the UK, I encountered the same issue and could only register after switching my VPN to Finland. This suggests that the casino has restrictions in place for UK players.

To better assist you and understand what happened with your registration, could you please send a screenshot of your player's account showing the country that was automatically registered when you first opened the account? This will help us verify the details of your registration process. You can refer to the attached screenshot as an example.

We appreciate your cooperation, and we’re here to help resolve this as best as we can.

The thing is . I am now locked out the account. So i don't know how I can do that. They may have a block on now . But when I checked reviews there were other people from U.K complaining around same time as me. It shows they are taking transactions of British pounds from my bank. On my receipt

If there is a way off getting this screenshot please tell me but they kept locking me out as soon as I started questioning them and I told them my sister was a solicitor and account was closed

Around the time on trustpilot. There are lots of reviews like this

This fake review one is from great Britain and memo casino reply

Also look at the dates on these kind of reviews on trustpilot

Thank you very much, cashattack125, for providing all the necessary information. I will now transfer your complaint to my colleague, Adam (adam.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello cashattack125,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite MemoCasino to join the conversation and participate in the resolution of this complaint.

Dear MemoCasino,

Can you please clarify how the player has been able to register from the United Kingdom if it is a restricted country?

Kind regards,

Adam

Hello!

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

Please, be informed that by accessing and opening an account and using this Website, you represent and warrant that online gambling is legal and permitted in the jurisdiction in which you are located and that you will not use the Website while in are located or temporarily located in a jurisdiction that prohibits use of the Site. The availability of the Services should not be construed as an offer or solicitation by us to use the Services in any jurisdiction where such use is illegal.

We also want to add that 412.30 GBP was refunded to the player on 09/12/2024.

Dear Adam,

We have sent an email providing further information, please check it.

Best Regards,

Memocasino

Hello Memocasino,

Many thanks for your response, I have requested further details from you via email.

Kind regards,

Adam

Subject: Response to Memo Casino's Statement

Dear Memo casino

Thank you for your response regarding the matter of my deposits and account usage on your platform.

While I understand that your terms and conditions require users to confirm that online gambling is legal in their jurisdiction, operators also have a duty to ensure compliance with local laws and licensing requirements. As a player from the United Kingdom, where gambling platforms must hold a valid license from the UK Gambling Commission (UKGC) to legally offer services, it is concerning that your platform:

1. Allowed me to register and deposit funds in British pounds despite not being regulated by the UKGC.

2. Did not have measures in place to prevent access from a jurisdiction where you are not authorized to operate.

The acceptance of deposits in British pounds further indicates that your platform was facilitating services specifically for users in the UK. This raises questions about compliance with financial and regulatory obligations.

Given these circumstances, I firmly believe that all bets made on your platform should be voided, and the £8,500 I deposited should be refunded in full. Allowing me to gamble on an unregulated platform constitutes a breach of your regulatory responsibilities and undermines the principles of fairness and accountability in online gambling.

I kindly request further clarification on the following points:

1. What specific measures were in place to block users from the United Kingdom from accessing your platform?

2. Why was my account allowed to deposit and wager funds in British pounds despite your lack of a UK license?

3. How do you intend to address this matter and ensure full compliance with applicable regulations going forward?

4) Also as for the £407 you say you refunded this was money which I deposited after you made me change my email address and it was £650 that was in the account when I closed it yet I recieved £407 back of my own money which i deposited so I would kindly ask you refrain from using the word refunded as I have not being refunded anything as of yet

I look forward to your response and to reaching a fair resolution

John c********

Let's be clear after deposits of £8500 i became suspicious of Memo casino after reading very negative reviews and tried to withdraw £100 . It was then that they told me I had to change my email address to withdraw money as there was something wrong with carswellj16@yahoo.com. which was not true. I was then forced to change my email address and was told I still couldn't withdraw £100 and they wanted photos of both sides of 2 different bank cards . It was becoming very clear memo casino were acting very strange i was then locked out of my account after I kept asking the support team to let me close my account which they were not very enthusiastic about . It then took nearly 1 month to recieve £407 when I had a balance of 650 .

I hope this is more clear

Thanks

John c******

Dear Adam,

We provided the requested information, please check the email.

Let us know if you need anything else.

Best Regards,

Memocasino

Thank you once again for your prompt response, Memocasino.

Dear cashattack125,

I have received further information from the casino but I also have some questions for you, if you would be so kind:

• Can you please clarify which country you selected when registering?
• Can you please also clarify if you used a VPN when registering your account?
• You mentioned that there was some advertising from the casino which stated that they were regulated by the UKGC, do you have any record of this - perhaps in the form of an email or a screenshot?

Kind regards,

Adam

1) I gave United kingdom and my postcode in glasgow Scotland

2) i used my E.E contract phone I am using now . I don't use a vpn

3) this is advertising it seen

Hello cashattack125,

Thank you for the information. Can I ask you which website was showing this advertisement?

Kind regards,

Adam

https://memocasino-uk.com/

https://memocasino-uk.com/

Sorry I can't seem to find it but I keep looking. Here are other ones

https://memocasino-uk.com/

https://memocasino-uk.com/

Sorry but I think the one I sent has been taking down or updated

Dear cashattack,

Thank you again for the information provided. It does seem that the casino has a website that targets UK players, although it is mentioned there also that it is an offshore casino regulated by a different, non-UK authority.

The other sites you have posted appear to be third-party sites which may not be entirely trustworthy as a reliable source of information. I appreciate that you perhaps should not have been able to register from the UK, but if all relevant winnings are paid to you and you have registered at the casino and played of your own volition, I am not sure there is any legitimate reason to claim your deposits be returned to you. I am waiting for the casino to provide me with further clarification from their side, in particular regarding the amount that was returned to you from your remaining balance. When I have received a response I will post further.

Kind regards,

Adam

Thanks Adam but when I regulated they were advertising they were U.K regulated. It seems they have taken it down as I can't find it and they are getting lot of complaints from U.K players

When I registered i meant to say

Hello cashattack125,

The sites you have posted here all say that the casino is licensed by a non-uk regulator. However, we will await the response from the casino.

Kind regards,

Adam

Dear Adam,

Thank you for being so patient.

We have provided further information, please check your email.

Best Regards,

Memocasino

Dear Adam I have already made a complaint with Curaçao gaming license and they say memo casino do not hold a licence with them either. So that makes them an unlicenced casino . Also the one I sent you at first said they held a U.K licence But it has been taken down after I sent it on here . As I can't find it even if I go in to my history and click the link its not there

Hello cashattack125,

Unfortunately the company you have contacted (CEG) is no longer an online gambling regulator, All Curacao licenses are now controlled by the Curacao Gaming Control Board, and the casino states that it has a temporary certificate from them which allows them to operate while waiting for their license application to be approved.

Additionally, the website you have shown is a third-party website, and we are not necessarily able to hold the casino responsible for the information published there.

The casino has provided more information but has not explained why they have multiple sites targeting UK players when UK players are restricted from registering at the casino.

However, the casino has stated that the decision to close your account was due to concerns regarding problem gambling, not because of playing from a restricted country. Either way, it is at the discretion of the casino if they wish to close your account, as long as any legitimately earned funds are paid to you.

We therefore need to confirm if the amount you have received is correct. According to the evidence provided by the casino, your balance at the time of closure was GBP412.30, and this was the amount returned to you. You previously stated that the balance was GBP200 higher, can I ask you to clarify why you believe this to be the case?

Kind regards,

Adam

The casino constantly tell lies. I closed the account ( it took 2 days as they kept saying i need time to think about it and i was insisting i wanted to close the account eventually they allowed after messing me about for 2 days ) because support wouldn't answer the question if they were u.k regulated after they wouldn't let me withdraw £100. They have only recognised my account since you got involved. They were sending emails saying I never had an account with them. Yes it took them 4weeks to send £403 after wanting 2 bank accounts and photos of both sides of 2 bank cards . I had £650 in my account when I closed it . They are dishonest people . My mental health has taken a hit dealing with this company

I closed the account once I found out they had no licence. They are telling lies again

Hello again cashattack125,

Do you have anything to support that your balance was more than returned to you at the time of closure? Did you have an active bonus on your account at that time?

Kind regards,

Adam

Sorry I have nothing to support what I am saying but I know I had £640-£650. I was to busy arguing with support about closing my account and when they finally agreed they wouldn't answer emails and it then took them 4 weeks to send £403 to my bank with mo explanation and no answering emails except to play games with me and say I never registered with that email adress. But funny enough when you contact them they recognise my account . I complained straight away about missing money but they ignore me or say don't recognise my account

Hello cashattack125,

I have asked the casino to provide the full gaming history of your account so we can be more certain about the amount on your balance at the point of account closure.

I will let you know when we receive a response.

Kind regards,

Adam

Dear Adam,

Thank you for being so patient.

We have provided the requested information, please check your email.

Please let us know if you have further questions.

Best Regards,

Memocasino

Hello cashattack125,

I have received the gaming history from the casino, and it shows that your balance previous to the closure was higher than GBP 412, but that the additional amount consisted of bonus funds. As the bonus conditions had not been completed at the time of closure, the bonus amounts were canceled and the remaining real money balance of GBP 412.30 returned to you.

Can you confirm if you had an active bonus on your account?

Kind regards,

Adam

It's nit true . They tell lies . I never had any bonus or did nit accept any bonus. They then think they are clever. Isn't it strange that they didn't recognise my account until you got involved. Its been lies from when I first had contact with support

John c********

Dear cashattack125,

I have once again received further evidence from the casino that clearly shows you had multiple incomplete bonuses on your account at the time of closure. 

While it does appear that the casino targets (or has previously targeted) UK players, all of the websites that are directly attributed to the casino promote that it has a Curacao license. All of the other sites that you have provided as examples also seem to state this, and these are all third-party sites that may not be directly controlled by the casino. I do appreciate that you should not have been allowed to register from a country that is mentioned as a restricted jurisdiction, but if the casino has paid you your remaining balance upon closing your account there is nothing we can do to help you. Please understand that we are not an agency with the authority to dictate refund policies to casinos operating without the appropriate license in players' countries of residence.

We can only make a decision based on the evidence provided, and the evidence shows that the casino canceled your incomplete bonuses and returned your remaining real money balance to you. Consequently, there is nothing further we can do to assist with this matter and this complaint will now be closed. 

I understand that you may not be satisfied with this outcome, and should you wish to contact the relevant authorities to pursue the matter further, you can do so by contacting the UK Gambling Commission (https://www.gamblingcommission.gov.uk/public-and-players/) or the Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact).

I am sorry I could not be of more help on this occasion.

Kind regards, 

Adam