12:38 Your Question:
12:38 Please wait and one of our operators will be with you shortly.
12:38 LimoPlay - Chat: Hello, thank you for playing at our casino! How could I help you?
12:38 You are now chatting with LimoPlay - Chat
12:38 leanne abel: i was told to come back monday to speak to the manager
12:38 leanne abel: they should have my case notes
12:39 LimoPlay - Chat: Moment, please.
12:42 LimoPlay - Chat: Our senior management's decision is that no refund will be made, as you lost your money. In case you had any winnings, they would have been payed out in full.
12:42 leanne abel: I dont think that is the issue here. My point is that your site specifically says you dont allow real bets from UK players
12:45 leanne abel: 1 - your site let me register when I clearly gave a UK address, 2 you allowed me to deposit and play when terms clearly say this. 3 there was no warning when I registered that you dont allow players from my duristriction which is what other reputable sites do so players are warned in advance
12:45 LimoPlay - Chat: We have added this term after your registration.
12:45 leanne abel: also i registered a month ago and deposited and my account wasnt closed
12:45 leanne abel: you since then allowed me to deposit more which is unfair
12:45 LimoPlay - Chat: Moreover, we track and check accounts only when we need to process payouts.
12:45 leanne abel: Surely you should be checking when a player registers!
12:46 leanne abel: so what you are saying is that you are happy to take players money then see where they are from. Again this is very unfair. I clearly gave you the correct details upon registering
12:47 LimoPlay - Chat: Unfortunately, the decision was final and there's nothing that can be changed or done for you.
12:48 leanne abel: I want this taken further
12:49 leanne abel: your terms are not clear to people. You cant just add new terms without updating players!
12:49 leanne abel: Also if you have no UK licence you shouldnt allow player from the uk to register
12:50 LimoPlay - Chat: Please, read our Terms & Condition fully and carefully. Again, the decision was final.
12:50 leanne abel: I have done!
12:50 leanne abel: You said you have added t&c since I first registered
12:51 leanne abel: A box should appear to let customers know this when they come back to your site
12:51 leanne abel: you have a duty to let players know this
12:52 leanne abel: I want to speak to the manager or he can contact me via email. This is appallling. You cannot take my money when your terms clearly say UK players cannot play for real money/ Its your sites responsibility to block accounts and to make it impossible for uk players and usa players for that matter to deposit
12:53 leanne abel: had you had this in place I wouldn't have been able to deposit with you and would clearly know the rules
12:54 LimoPlay - Chat: Sorry, the decision was final. Nothing will be changed.
12:54 leanne abel: surely you can understand this. Had I have won you would not have paid out and stated UK players cant play - it works both ways
12:55 leanne abel: I can surely appeal this decision. I will be taking it further and want details of your management, your arbitrator and site owners so I can follow this up
12:55 leanne abel: I believe 100% I am correct. i did nothing wrong as your site failed to stop a UK player registering and depositing.
12:57 leanne abel: I have kept all chat copies over the last few days and when I asked about uk licences etc the chat host didnt mention anything about UK players not being able to play. They skirted around the question and wouldnt answer.
12:59 leanne abel: I have also spoken to chat at askgamblers and they also said your terms clearly say no UK players so you shouldnt have let me register. I am sure if this had happened to you, you would also be very distressed and find this unacceptable
13:00 leanne abel: If you are a player from the US or any of its states, or UK, you won't be allowed to play real money wagering games including bitcoins.
13:00 LimoPlay - Chat: Unfortunately, we cannot help you in any way.
13:00 leanne abel: This is clear so why did you accept my deposits
13:01 leanne abel: The fact that you only check players when they withdraw is not on. You have duty to check players upon registration
13:03 leanne abel: Again I am asking for your complaints email, manager email and your arbitrators so I can take this further. Do you deal with Ecogra? I will also be contacting Softswiss. It is illegal for a company to let uk players play without a licence
13:04 leanne abel: I have submitted a complaint via ask gamblers which I expect to be followed up
13:07 leanne abel: are you still there please answer my requests
13:15 leanne abel: hello
13:15 leanne abel: please don't ignore me. I am trying to get this sorted and need assistance
13:16 leanne abel: I would have hope this could have been resolved amicably
13:19 LimoPlay - Chat: Your claim is going to be escalated to senior management again. It will be considered and you'll be informed about our decision in up to 48 hours.
13:20 LimoPlay - Chat: Thanks for understanding.
13:23 leanne abel: I just hope you understand it is not a player fault if you have changed t&c after a player has registered and NOT informed them of changes. Surely you can appreciate this. At any point when you realised I was a UK player you should have terminated my account. . I believe you shouldn't accept a withdrawal from someone in the UK and your site should have this built in to encompass your rules. If you dont let a player know how are we supposed to be aware.
13:26 leanne abel: I sincerely hope this gets immediate attention as I dont want to have to escalate this is issue and hope in can be resolved in house. I accept that my first deposits if you were accepting UK would have been played fairly but since you have changed them and failed to note that an existing player is from the UK then deposits after this would be reimbursed.
13:28 leanne abel: I will leave it in managers hands for now but hope to hear a response by the end of today please
13:29 LimoPlay - Chat: Sure, you will be informed as soon as we have news for you.
13:29 LimoPlay - Chat: Have a good day.
13:32 leanne abel: Thank you for your understanding, have a good day