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I have an account with this casino. I am from Ireland and have my Irish address used to sign up. However, I am currently living in the UAE and have actually made my account while living here in the United Arab Emirates.

I am looking to see would I have a case to claim my deposits back as they are accepting business from a customer using a UAE IP address, a country where gambling is prohibited therefore the casino has not got the licence to make business in this region. Straight away you will assume I used a VPN to bypass the IP address, however I did not. They allowed me to create the account and deposit on a UAE original IP address.

Have I a case to claim refunds back as the casino is operating in a country where gambling is illegal? It is surely their duty to detect ip addresses from countries where their licence does not exist?

Dear NCHAMP22,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from any country to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from, for example, restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here but correct me if I am wrong, please.

Do I understand correctly that you deposited money, then lost it all, and now you wish to refund it?

Thank you for your reply.

Best regards,

Kristina

Dear NCHAMP22,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.