I don't feel very confident that the data (passport, selfie with ID, proof of address and proof of funds) is secure in these guys hands right now. It is correct what Youssf says. They dont have functioning license at their site. The one they have is suspended. Stay away from this site until they have paid their pending withdrawals and can show a valid license.
They mention here Antillephone as Licensor.
But is a casino lies about their license they are nothing but a rogue and should be avoided at all costs.
Earlier they did have a license I think but don’t know whats the case now.
Thanks for the screenshot. I've passed it on to our colleague from the team so we'll see what he finds out. However, I see that there is egaming in the screenshot and I found Gaming Curacao on the page. It seems strange to me. Anyway I would follow what they have on the web, everything is correct there, and we will check it directly with the authority and update the review accordingly.
I firmly believe that the casino is not misleading, but we will find out. Thanks again for the information.
I don't feel very confident that the data (passport, selfie with ID, proof of address and proof of funds) is secure in these guys hands right now. It is correct what Youssf says. They dont have functioning license at their site. The one they have is suspended. Stay away from this site until they have paid their pending withdrawals and can show a valid license.
I think there is no need to be skeptical that something could be misused right away. However, I agree that for security reasons it would be best to wait and see if they are in the process of completing a new license or if the license has just been suspended and will have none. This will be determined in time. So my recommendation is definitely to be careful.
Hi, could the rating of this casino be updated to refelct the fact that it does not have a valid license?
Hey the safety index (rating) is based on different things, so if you would like to see how our team reviews casinos, you can do so here. It's a fresh casino so for now we will have to stick to the fact that as far as the license is concerned it is unverifiable.
It is not only about license. They are not respondign to customers for weeks. I am waiting my money for 3 month now. And they are intentionally waiting for 2 week, and reply in last hour in complaint.
I joined this company in November 2023 and have deposited a total of $2310 three times. I exclusively bet on sports and not in the casino. When the balance in my betting account reached $5,657, the company imposed a $1 limit, which is why I decided to request a withdrawal. I requested the money a week ago, and I am still waiting. I sent an email to the account manager, and he told me to send documents for the verification of my account. I sent them, and I am still waiting. No one responds on Live Support, and I no longer receive emails. The situation is unacceptable, and I don't know where to turn anymore.
"as far as the license is concerned it is unverifiable. "
It is perfectly verifiable:
https://licensing.gaming-curacao.com/validator/?lh=95ecb1b9ed965bcb7832d7d6429d9a73&rlh=373be54e7345476ea0b6f27862c70276
It is suspended.
It is not only about license. They are not respondign to customers for weeks. I am waiting my money for 3 month now. And they are intentionally waiting for 2 week, and reply in last hour in complaint.
I understand what you are saying, and if your complaint is not resolved and the casino is unwilling to respond, it will receive black points, which will then affect its rating. So I guess we'll have to wait and see.
I joined this company in November 2023 and have deposited a total of $2310 three times. I exclusively bet on sports and not in the casino. When the balance in my betting account reached $5,657, the company imposed a $1 limit, which is why I decided to request a withdrawal. I requested the money a week ago, and I am still waiting. I sent an email to the account manager, and he told me to send documents for the verification of my account. I sent them, and I am still waiting. No one responds on Live Support, and I no longer receive emails. The situation is unacceptable, and I don't know where to turn anymore.
Hello, and thank you for writing and sharing your case. Unfortunately, I have to say right from the start that Casino Guru does not deal with sports betting as we do not have the branch or the experts and therefore would not have the insight to deal with similar cases.
However, I will try to help you at least by recommending a couple of sites that could theoretically help you and you can file your complaint there. You can find the links here:
https://www.bookmakers.bet/submit-a-complaint/
https://www.top100bookmakers.com/contact-us/
https://www.sportsbookreview.com/sportsbook-complaint/
If you decide to file a complaint on one of these sites, feel free to let us know how it goes or the result. Good luck.
"as far as the license is concerned it is unverifiable. "
It is perfectly verifiable:
https://licensing.gaming-curacao.com/validator/?lh=95ecb1b9ed965bcb7832d7d6429d9a73&rlh=373be54e7345476ea0b6f27862c70276
It is suspended.
You're right I see it the same way and it looks like I just misspoke, the license is suspended. Thanks for the correction.
Hi Jaro,
Just out of curiosity, if a player is doing mainly sports betting and afterwards a few casino games, does Casino Guru then take the complaint into consideration?
Because that way complaint could theoretically always be adressed here which is partially a good thing but on the other hand a bypass.
🤔
My advise, forward it to Gaming Curacao their former licensor.
They must accepts complaints happened during the time the license was valid from the casino. However, it can take another few weeks to get a reply of course.
Hi Jaro,
Just out of curiosity, if a player is doing mainly sports betting and afterwards a few casino games, does Casino Guru then take the complaint into consideration?
Because that way complaint could theoretically always be adressed here which is partially a good thing but on the other hand a bypass.
🤔
Hi there.
If I may have a place to answer, I would say it depends on the nature of the issue. I'm convinced I recall a few complaints where players faced trouble passing the KYC and no bonuses were taken. You see, the first potential complication while sports betting gets involved comes during the gameplay or the betting history check; the second one is bonuses associated with sports betting.
I believe the complaint team members are always willing to help, but our ability to distinguish whether sports betting matters or not might be pretty limiting.
I'd say it is better to try it out, describing the whole context honestly, because if there is a way, I can say for sure no one from the team likes to close a complaint without a fair try.
My advise, forward it to Gaming Curacao their former licensor.
They must accepts complaints happened during the time the license was valid from the casino. However, it can take another few weeks to get a reply of course.
What you say regarding the acceptance of the complaints sounds reasonable, I only wish to ask whether you read that somewhere official, perhaps?
I did not myself, but you seem well-informed, so I'm just being curious.
Thanks!
I spoke with some legal counselors about my issue with this casino and they suggested me to do what I mentioned in my previous post.
As Curacao is part of The Netherlands this would mean that if eventually I end up going to court this would be in The Netherlands with Dutch law, and as this casino was/is licensed with a licensor during the time some of our problems occurred the licensor is supposed to take the cases into consideration.
This is also required as Curacao based licensors are responsible for the behavior of their sub licensees (some court rulings in Curacao confirm this thanks to the SBGOK who started these cases)
If the ruling is in favor of the player the casino is expected to comply, if not it will be a very easy legal case for a judge 😉.
Of course this is theoretically the way it should go, but I might experience the real situation depending on my pending complaint.
Also worth the mention (which is another discussion), two law firms are currently filing court cases against several Maltese casinos for operating illegally in the Netherlands before regulation was set in this country for gambling activities. While Maltese based casinos suspended their operation here Curacao based casinos keep promoting and advertising in the Dutch market as if they are valid to operate here which is a shame I believe.
I see that they responded just on time before getting the complaint shut down which would result in negative score for them
Can't believe that this casino operates like this as this confirms they are rogue. In my case the casino just lied about the disputed amount and Casino Guru was going to reject my complaint until I provided clear evidence that the balance Heybets mention is incorrect.
@Jaro, @Radka
You guys are right the casino is responding here to maintain its score, but at what price if they manipulate balances and only answer questions that suits their side?
I spoke with some legal counselors about my issue with this casino and they suggested me to do what I mentioned in my previous post.
As Curacao is part of The Netherlands this would mean that if eventually I end up going to court this would be in The Netherlands with Dutch law, and as this casino was/is licensed with a licensor during the time some of our problems occurred the licensor is supposed to take the cases into consideration.
This is also required as Curacao based licensors are responsible for the behavior of their sub licensees (some court rulings in Curacao confirm this thanks to the SBGOK who started these cases)
If the ruling is in favor of the player the casino is expected to comply, if not it will be a very easy legal case for a judge 😉.
Of course this is theoretically the way it should go, but I might experience the real situation depending on my pending complaint.
Also worth the mention (which is another discussion), two law firms are currently filing court cases against several Maltese casinos for operating illegally in the Netherlands before regulation was set in this country for gambling activities. While Maltese based casinos suspended their operation here Curacao based casinos keep promoting and advertising in the Dutch market as if they are valid to operate here which is a shame I believe.
So you are better informed in this case than we are. I think people who deal with such cases know enough about it, so if you got it from legal counselors then it might look promising, and at least some chance for a solution might be there.
So thanks for the information you have provided and certainly if you have anything else new, don't hesitate to let us know because I am quite interested. 🙂
I see that they responded just on time before getting the complaint shut down which would result in negative score for them
Can't believe that this casino operates like this as this confirms they are rogue. In my case the casino just lied about the disputed amount and Casino Guru was going to reject my complaint until I provided clear evidence that the balance Heybets mention is incorrect.
@Jaro, @Radka
You guys are right the casino is responding here to maintain its score, but at what price if they manipulate balances and only answer questions that suits their side?
Each case is up to the judgement of our experts. Radka and I are admins on the forum so we reproduce mostly what our team finds.
In your case it was important to provide proof of the disputed amount because it was necessary. If the casino is found to be manipulating the balance, then it will have a label like that and maybe some cases in the future will be looked at that way as well.
However, as far as the safety index is concerned, it is a fresh casino and if it has unresolved complaints, then its safety index will change. So let's wait for the result and then we will be wiser, because I don't want to get ahead of myself.
I noticed this evening that the validator on Heybet's website is now showing as verified. 🤔
Gratis professionella utbildningskurser för onlinecasinoanställda inriktade på bästa branschpraxis, förbättring av spelarupplevelsen och ett rättvist förhållningssätt till spelande.
Ett initiativ vi har lanserat med målet att skapa ett globalt system för självavstängning, som gör det möjligt för sårbara spelare att blockera sin åtkomst till allt onlinespel.
