Royal Vegas Casino - Geographical misunderstanding led to unfair confiscation - Queja resuelta

vegas123 Islas Malvinas

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.

Royal Vegas Casino

Hi Vegas123,

I have reviewed your account and have been in contact with our Player Security Department regarding this matter.

It would seem that the country which you live in follows the UK legislation in regards to on line gaming.

Please review the gambling act for your country, you will see that it refers you to the UK gambling act of 2005.

I am sorry about the inconvenience caused, however, we have returned the funds that you have deosited and played with back to the card.

Kind Regards,
Gabriela

AskGamblers

AskGamblers Complaints Team is awaiting Royal Vegas Casino team to provide the required information.

Royal Vegas Casino

Hi,

It has been sent through.

Thanks
Gabriela

AskGamblers

AskGamblers Complaints Team requested additional evidence and information from the Royal Vegas Casino team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

Royal Vegas Casino

Hi Vegas123 and AskGamblers,

After further investigation, it has been decided that the remaining 271.70 be put back into your card. This was the outstanding balance on the account after we returned your deposits back to your card.

You should recieve your funds within the next 3 - 5 working days.

The Falklands Islands have been removed from the registration page and please note that gaming in that region is prohibited.

Thanking you kindly and hoping that you have a great day further.

Kind Regards,
Gabriela

AskGamblers

Dear @vegas123,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

vegas123 Islas Malvinas

Thank you Gabriela for the repayment. I have noted your comments but still disagree about the ability to gamble here. The UK Gambling Act 2005 refers in Para 360 to the extent of the act and states that some provisions apply to England, Wales, Scotland and Northern Ireland and the rest apply to England, Wales and Scotland only. I therefore interpret that as the Act does not apply to anywhere outside UK territorial waters.

However the matter has now been resolved so I will close the complaint.

Thank you to all staff as Askgamblers who have been very helpful.

Vegas123

AskGamblers

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Royal Vegas Casino - Geographical misunderstanding led to unfair confiscation

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