UNRESOLVED: Betswagger Casino Refuse Refund

Make a complaint to the uk gambling commission first and ask them to send you an email stating they can't help you but they can confirm that this company is not licensed therefore is illegal for them to transact with you etc.  Once you get that email that is your proof

Thank you, i'll give that a go. I wrote to the UKGC first. 

Hey 

What's your update on thi . Did you manage to get a refund from them.

I'm having a similar issue with another website. After talking on live chat with them for hours he said he will request a refund through to security team but it will blacklist me globally from all gambling site . Not sure how true that is  and anyway I'm not feeling confident they will give me the refund at all. 

Do you have an issue with the casino from the same group as Betswagger? 

No el royale casino and have posted on a forum. However I dont know if by law we are entitled to our refund . They 100 percent shouldn't be accepting UK players without a licence.

This one is still in motion, no further updates at the moment.  In regards to el royale ask for proof that a refund was sent, for example an ARN (Acquirer Reference Number) anytime a card refund is issued this number is generated.  This number can be used to trace the refund with your bank

I will once they actually confirm they will give me a refun . they have not confirmed and I doubt they will. 

It's just a joke they shouldn't be getting away with this  

Good luck keep us posted 

Did you save the live chat? Any correspondence you have with them saying they will give you a refund will come in handy if you have to resort to a chargeback.  Give them some time to process the refund company, if after 10 days you don't have it then ask your bank for a chargeback

I have saved the live chat

However all they have said so far is that they will pass on my refund request to the security department

I will do a bank charge back as a last resort as I dont think my bank will be willing to refund me back what they will just see as gambling losses

Have your site said anything else to you since or is it just a waiting game for you now ?

If you have proof that the casino has agreed to refund you then the bank can't refuse your request as it was agreed, but they will ask you to wait the 10 days first.  No I am just waiting on a few things and not from the website as they are extremely unhelpful.  It will get resolved though and as soon as it does I'll update here

Hi there,

Okay. Let's try to dissect first what went wrong and which fault weigh more subjectively so we can assess and try to find the best solution to this issue.

1. You claim to have access with the Casino with a only a Curacao license, thus make your argument moot. Any Casino is not responsible for software issues concerning and giving access to players that should not have access to it in the first place. This is Player's SOLE responsibility. It's like faking an ID pretending to be 18 yrs of age to get access. It is beyond the casino's capacity, in this case a software being the main problem.

My suggestion is to find out who provides the software services for the specific casino. However, this is a battle for the ages. However, seeing you are capable of making such amount of deposits to an online casino makes me feel this is a walk in a park for you. A domino effect should follow and the casino will still end up being responsible and will pay you more than the refund of the depksits you made. 

Actually as per the excluded territories term of the Curacao License it is the responsibility of the Licensee to make sure they do not accept or advertise to territories they are not licensed to.  They broke both of these rules so they are not exactly innocent

If you focus on the Licensee being the culprit so you can eventually get the Casino to pay is a hike. Mount everest like. And it can easily be countered by having the casino submit an application for the license, there is just no way you can get the licensee to appear before any court and actually testify on your behalf, as this being a corporation with own sets of by laws. Online casino has been around for so many years not much rules and regulations changed and by far none has been convicted of fraud or any. 

I didn't make the rules or enforce them that was Curacao Egaming so the culprit is the casino.  It would not surprise me if you are William Dornat or someone else working for a curacao licensed casino. It can't be countered as the damage has already been done, they would never get a UK License anyway.  I have a solicitor based in willemstad who is dealing with it, no company is untouchable.  I disagree with your last comment, regulators from different territories are able to fine curacao licensed operators, for example Cyberrock Entertainment NV were fined €350,000.  I understand you have your opinions but these casinos are already noted in various forums about how dodgy they are so nothing you say will make a difference

I agree with @helpmeimme.

The casinos are at fault here. this just wouldnt happen as a true UKGC licenced site.

Let's continue to get our points across. 

Well, i'll rest my case then. 

And with all honesty and purity i wish you goodluck. Out!

had the same person aswell all usoft gaming replies come from him regardless of which site.  ...how did the charge back go ?

loads have been convicted of fraud .

Raised a chargeback with the bank and waiting for that to go through.  Still taking legal action though as they are running a very dodgy casino, half the gaming providers dont even know they are using there software or allowing excluded countries to use them too.  Thats if the software is legitimate, there have been many fake slots going around claiming to be from the real providers.  There is a new name I have seen within UsoftGaming that runs Betswagger etc and that is Francois Casgrain [email protected].  I wonder if that is a real person or if it is this William with an alternative name.

Hi guys. Literally just had the same issue and having exactly the same feedback now from this William guy.

I came across this forum after I was told I would need to wait 30 days to make a withdrawal as I'd hit my limit. It raised alarm bells as I thought the U.K. regulations don't allow that. Low and behold it all makes sense now.

I raised the question and mentioned I am a U.K. citizen and my acct was closed blah blah blah.

I replied stating term 3.17 in their terms and conditions stating upon deposit a one time verification will be required to ensure the user complies with the companies policies. I argued that if verification was carried out it would have been known I am a U.K. citizen. William replied saying I agreed to the terms and conditions and that I had circumvent their blocks and that lawyers had written the terms which I found laughable as it was nothing to do with what I'd asked him. His message was rude and abrupt so I called him on it and said I am asking 2 very simple questions. If I was verified why was it not flagged I am a U.K. citizen and how I have circumvented their blocks. I await a reply and will advise if I get one. 

I also sent an email to [email protected] on the official website so will see who replies.

did you get a reply from frank@usoft.....?

Hi, William is the only one who replies to any messages sent to usoftgaming and the other sites. I dont want to defend them but even some UKGC casinos have a weekly and monthly limit for withdrawal. Report them to tge UK Gambling Commission, eventually they will do something if multiple people complain

Thanks a lot for your feedback and sorry to hear about your bad experience, astoct. Almost none of the cases have been sorted yet. The casino avoids answering the question of how they accept UK players if they are not allowed and if they don't have UK license. Please keep us posted. Hope someone will get back to you. 

Thank you for the response.

Although he said he won't reply he has done.

He has now stated that withdrawals can take time but I have counter argued that by stating nowhere in their terms does it say it can take time so it potentially violates that term. I stated id been with them for over a week and doubt it takes that long to verify someone. I have also called him out for defamation of character by stating I knowing tried to circumvent the blocks they have with absolutely no evidence of me doing so.

Watch this space. 

They have no blocks whatsoever 

You can't reason with this 'William doorknob'... His so rude and he even insulted me once when i asked a genuine question.. This guy must work 24 hours a day 7 days a week... No wonder his grouchy! 

I wonder where he is even based? Says Curacao but the phone number dialling code is Cambodia and there payment processor is in Cyprus.  Proper dodgy

You never know that, unfortunately. 

Hi I've recently withdrew money from playhub casino. Spoke to William. All seems ok so far. He's sent me screenshots of the payments which are processed and apparently I'm getting my money in 48 hours? 

Hey are u online ? 

Just be careful Dan, the moment things go wrong he will turn on you instantly

I'm just an idiot really. I've had money taken from me before from a company called red lion casino.

stupid of me really but I've looked online and there's no positive reviews for the site. Mostly negative. Have u known anyone to ever get there money from this bet swagger or playhub casino. There all run by same people. So do u not think I will be getting these withdrawals then? It's £900

I had withdrawals from them too.  The thing is they are not properly regulated for UK customers which is why they don't have a UK Gambling Licence.  Because of this if you have any problems you don't stand a chance.  There is also noone to check the fairness of there slots so the casino can set them to whatever RTP they want.  Also I reported them to some of the providers they had and they have no knowledge of them having any agreement and have told them to remove there games

So when your withdrawals were processed you got the money in your bank? How much was it u received and how long did it take to go in 

It went in instantly to my revolut account.  I got up to a VIP level so my withdrawals were quick.   But I feel its to reel you into spending more and losing more money

Ok well these withdrawals are actually to my deposited card 

Yes it was the same with me.  It went back to my revolut card and hit my account very fast in the same day.  Its upto you what you want to do.  When you get your withdrawal I would take the money and run.  Just avoid Curacao casinos bud

I'll see how it all plays out  thanks for the warning. If they pay me I will happily deposit more and play 

No problem

So did u actually have any issue with them then? Sounds to me like you got your money ? Which is good right ? 

Yes I had an issue with them and not got anything back yet, they blocked my emails, were very rude to me so I've taken it to the furthest I can which is to the Curacao Gaming Control Board who has the power to fine them and remove the Licence 

What was the issue u had? You got your money didn't you? I'm confused 

I can't give full details till its been rectified but it was in regards to pirated slots.  No I didn't get my money.  I had a few withdrawals that went back in but what I was wanting is my deposits back due to me using pirated slots which were made out to look legitimate 

So do u think I will get my withdrawals of £900?

You should do aslong as you stay on the good side of the one man army that is William.  Then its upto you what u wish to do thereafter.  All I'm doing is warning you and giving you advice from my experience bud

What is a revoult account anyway? How much withdrawals did u make? Was it more than mine ? And u received it in your bank account yes? 

Revolut is one of those app only bank accounts, does everything like a normal bank but its technically not one.  Withdrew over £2000 and it was withdrawn to my revolut visa card and it went in instantly.  Aslong as you have provided all your documents you should get it fine.  It always starts out well where they are nice to you and do your withdrawals

Hello Danfoth92,

We do not recommend the PH Group of casinos. We placed a warning for these brands as we felt it is in the players' best interest.  Please note that we cannot assist with any player cashout complaints or queries regarding this group. We did encourage them to get a representative on board so they could directly address existing and future complaints and as another option, we offered to post official statements regarding complaints on their behalf to keep members updated. They will only assist us in mediating complaints if we sign an NDA agreement which we have declined signing due to its restrictive nature.

There have been several complaints posted from our members, you can review our complaints section to investigate further.

You're still working on this? I mean, you posted this topic on February 2020.

Have you tried getting hold of people in Curacao? its bloody hard lol.  First I had to find who to speak to about online Casinos in the Curacao Government.  Then I was sending emails with no reply.  I then managed to get hold of them over the telephone.  They told me Curacao Gaming Control Board now deal with all online casino issues now.  So I managed to get hold of someone there who has started investigating as of October last year.  He did advise me that it may take some time as there are ALOT of complaints about the Curacao Casinos.

At least you're getting somewhere. I hope that you get your deposits back eventually.