Queja #192
Royal Vegas Casino
Geographical misunderstanding led to unfair confiscation
hace 8 años
When I Registered with Royal Vegas, I selected my country as the Falkland Islands which is where I have lived for the past 8 years. (The UK is not an option). I deposited a total of £330 and after a while withdrew £741.40. I was surprised to find that all my money had been "confiscated" because gambling is not allowed in the UK (8000 miles away). I obviously queried this and after a while received an email from Royal Vegas which explained that my ISP, although based in the Falkland Islands routes through the UK. All our internet traffic is via a satellite to the UK.
The reply from the support staff included this statement:
Your IP is routing through to a UK based company. The cards that you use are also from a UK based company. However, I do see that you have registered your account in the Falklands Island where gambling is possible. Our Player security department have requested the following to have your withdrawal released and your account re-opened:
I forwarded proof that I was resident in the Falkland Islands, which was accepted, and received an email shortly afterwards to inform me that a payment had been made.
As my account was blocked I had to ask the "Live chat" what the withdraw was and was informed that a payment of £330 (The amount staked) had been made and that the rest had been confiscated because the company did not "support my region".
I tried to explain that I was not in the UK, and that The Falkland Islands was accepted as a permissible region; all to no avail.
Royal Vegas' T&Cs state:
1.2.1. You warrant and represent, and we enter into this Agreement on the basis of such representations and warranties, all of which are material at the time of your entering into this Agreement and throughout the currency hereof, that you:
1.2.1.1. are legally able to participate in the Casino within Your Jurisdiction;
I have legally fulfilled my side of the T&Cs as the Falkland Islands are legally able to participate as stated in the reply I received from Royal Vegas and incidentally is still an option if you try to register.
I therefore dispute the claim from Royal Vegas that I breached these T&Cs and wish for my winnings to be paid. I wonder if I had lost everything and then tried the same argument to retrieve my losses they would have paid?
I consequently believe that I am owed $410.70 by Royal Vegas after fully complying with their requirements.
The reply from the support staff included this statement:
Your IP is routing through to a UK based company. The cards that you use are also from a UK based company. However, I do see that you have registered your account in the Falklands Island where gambling is possible. Our Player security department have requested the following to have your withdrawal released and your account re-opened:
I forwarded proof that I was resident in the Falkland Islands, which was accepted, and received an email shortly afterwards to inform me that a payment had been made.
As my account was blocked I had to ask the "Live chat" what the withdraw was and was informed that a payment of £330 (The amount staked) had been made and that the rest had been confiscated because the company did not "support my region".
I tried to explain that I was not in the UK, and that The Falkland Islands was accepted as a permissible region; all to no avail.
Royal Vegas' T&Cs state:
1.2.1. You warrant and represent, and we enter into this Agreement on the basis of such representations and warranties, all of which are material at the time of your entering into this Agreement and throughout the currency hereof, that you:
1.2.1.1. are legally able to participate in the Casino within Your Jurisdiction;
I have legally fulfilled my side of the T&Cs as the Falkland Islands are legally able to participate as stated in the reply I received from Royal Vegas and incidentally is still an option if you try to register.
I therefore dispute the claim from Royal Vegas that I breached these T&Cs and wish for my winnings to be paid. I wonder if I had lost everything and then tried the same argument to retrieve my losses they would have paid?
I consequently believe that I am owed $410.70 by Royal Vegas after fully complying with their requirements.
Screenshot
