SlotsNBets Casino - Player is suggesting that her country should have been listed between restricted ones.

Slotsnbets casino allowed me to make multiple deposits without my account being verified. I asked for my account to be closed due to my mental health and account not being verified but was ignored. Plus they are not allowed to accept players from the UK but allowed me to deposit. I have asked for a refund of all deposits made but they closed my account as soon as I asked.

Dear Lozzaxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://snbets.co/templates/company/terms_and_conditions:

"8.1. Access to or use of the Website, or any of the Services via the Website, or any Access Device may not be legal for some or all residents or persons in certain countries. We do not intend that the Website should be used for betting, gaming or any other purposes by persons in countries in which such activities are illegal. The fact that the Website is accessible in any such country, or appears in the official language of any such country shall not be construed as a representation or warranty with in respect to the legality or otherwise of the access to and use of the Website, and the making of any deposits or receipt of any winnings."

"8.3. If it becomes apparent to us that You are a resident in a country in which the use of the Website is not legal, we shall be entitled immediately to close Your Account, in which case any balance on the Account on the date of such closure will be refunded to You as soon as it is practicable for us to do so."

Could you please advise why do you believe that the United Kingdom should have been listed between restricted countries? Do I understand correctly that you have played and lost all your funds?

Looking forward to hearing from you. I hope we will be able to help you to resolve this unpleasant situation as soon as possible.

Best regards,

Petronela

My slotsnbets casino account was never verified.

The total amount of money they have taken from Me is £4,111.

Dear Lozzaxxx,

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.) 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 unlicensed casino (by your free will and they are not targeting the UK market), there is no regulater to turn to for a help.

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.

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

I have already sent you a screenshot of a email I had sent slotsnbets asking for my account to be closed which they responded asking why I wanted the account closed but they took no action and ignored my request. Slotsnbets casino are a scam and they are not suppose to accept players from the UK. Which is why the gambling commission are investigating them.

Also allowed me to make multiple deposits with my account not being verified

I received a email from slotsnbets saying my account is closed on 17th September

Was your account successfully closed or you were still able to deposit funds after September 17th?

I asked for my account to be closed on the 14th September which slotsnbets did not do, instead of closing the account they replied to my email on the same day 14th September asking why I wanted it closed. When I had already told them about my mental health condition and that my account is not verified. As soon as I asked for a refund they then sent a email to me on the 17th September saying my account is now closed.

Could you please forward casino's email from the 14th? Thank you very much.

Have you replied to this email? Could you please forward the actual emails (not only screenshots) along with cashier history to petronela.k@casino.guru? I'd like to complete my timeline accordingly. Thank you very much in advance.

I have forwarded to you

They are the only screenshot I have because before I could do anything more slotsnbets casino closed my account

Could you please advise the exact dates of those transactions? Would you be willing to share with us your bank statement to see when the funds have been deposited into your casino account?

I have bank statements yes, with all deposits made, but for some reason on my statements it's doesn't show slotsnbets casino it has all different random names

The name of the casino is rarely displayed on the bank statement. Could you please forward the statement and identify the payments which have been made towards the SlotsNBets Casino? Thank you.

Where shall I forward the statements to

petronela.k@casino.guru

Hi I have forwarded my bank statements

Dear Lozzaxxx,

I have received your bank statements and checked everything carefully. Do I understand correctly that your SlotsNBets Casino account was blocked on 17/9?

Yes I received a email from slotsnbets on the 17th saying my account was now closed. I asked for my account to be closed on the 14th

I'm not sure I think it's when the transactions are debited from my bank account

Thank you very much, Lozzaxxx, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Lozzaxxx,

I'm taking over your complaint. I will contact the casino and see if I can help. I would like to invite SlotsNBets Casino to the conversation to participate in the resolution of this complaint.

We would like to ask SlotsNBets Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Lozzaxxx,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter