Casino di Venezia Online - closed/not working - received deposit and not return it

patricius

Newbie member
Joined
Apr 6, 2013
Location
Portugal
Hello there

I´m a regular user of some casinos who se live feed is from Malta Casinò di Venezia.

On the 30th June I made a deposit and, since not playing there more than a month ago, I just noticed after that the casino feed was not appearing, that I could not play any game.

I check some other casinos with the same feed and all had the same issue.

I sent them an email requesting the refund of the money and the only ( automated ) mail I got for the two times I wrote them is:

"Dear Mr. **********

due to technical problems, we can still take the proper functioning of all normal activities.

As soon as everything will be resolved, we will inform you and fulfill the requests you have made.

We apologize for the inconvenience, we take this opportunity to extend our best regards.

Casino di Venezia Malta

Customer Service | Casinò di Venezia Malta | Tel: +356 21228480, +356 21228481 | email: [email protected] | Skype: cs_casinovenezia"

Since this is LGA regulated casino, I worthy to compalin to LGA or not?

In either way this is just to inform all players of this casino behaviour and also that ( although the land casino license ended sometime ago ) the online casino to my knowledge didnt seen his license revogued.

On Casino the Vemezia Online site says:

"Casinò di Venezia Malta operates with licences from the Malta Lotteries and Gaming Authority: LGA/CL4/199/2005 dated 19/01/2010, LGA/CL4/511/2008 dated 23/03/2010, LGA/CL1/172/2004 dated 23/03/2010 and LGA/CL3/511/2008 dated 23/03/2010"


Hope someone could advice.

Regards.
 
Last edited:

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
They've gone bust, the CS robot is lying.


After the Malta Lotteries and Gaming Authority decided to withdraw the license of the Casino di Venezia, it has been revealed that the government is planning to issue a call from interested parties for two new licencees in this sector.

TVM is also informed that although the LGA has suspended the license of the Casino di Venezia this casino is still running its limited business through its online portal.

There are at least negotiations to bring on board a new investor, so hopefully there will be a rescue for online players.

It is not specific, but it seems to suggest that the online version should NOT have been operating at all since April, when the LGA suspended the license. Given that the online version used live games from the land casino, how could this have worked when the land casino had been shut down:confused:

It seems yet AGAIN the LGA have been caught napping, and another online casino has gone under, potentially taking players' funds with them. It has also caused job losses in Malta, so it will be harder for the LGA to brush this one aside (LGA licensed online casinos CANNOT accept residents of Malta, so normally when they go under, no Maltese citizen is affected, just us "foreigners").

It also seems that this was an "accident waiting to happen" rather than a sudden change in circumstances that pushed the casino under. This is a lack of effective policing by the LGA that failed to spot these problems whilst something could have been done to address them. Unlike online casinos, land casinos don't tend to take players' funds with them when they go bust, as players leave with their "withdrawal" paid instantly from the cage.
 

patricius

Newbie member
Joined
Apr 6, 2013
Location
Portugal
Many thanks for your reply vinylweatherman.

If not recovering my money, online casinos LGA regulated, are for me gone for good.

If they don´t understand that if the word spreads more people would do the same.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Many thanks for your reply vinylweatherman.

If not recovering my money, online casinos LGA regulated, are for me gone for good.

If they don´t understand that if the word spreads more people would do the same.

You will just have to hope that new operators take over and decide it is good PR to both continue with the online venture and restore balances to players.

Those Maltese workers may well be asking the LGA why it didn't act earlier, and save their jobs.

The LGA just don't seem to learn from their mistakes. They boast that "players' funds are ringfenced" and are thus "safe", when this is repeatedly shown not to be the case.
 

Redbet-Andy

Dormant account - New account: AndyB-MrGreen
Joined
Jun 22, 2010
Location
Malta
It's worth contacting the LGA, this has been an odd case and as you pointed out the issues seem to have been with the land based ops initially (and previously)
Give it a shot:
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Good luck!
 

patricius

Newbie member
Joined
Apr 6, 2013
Location
Portugal
Many thanks for your info Redbet-Andy

Already did that.

Unfortunately when trying to attach a picture of the deposited money ( there´s an upload documents function ) I get an "IO Error". So no atachments sent.

Even my mail address ( a private mail address - I own the domain ) was not accepted. Only when I inserted a gmail address the complaint was accepted.

Since yesterday till now not even a confirmation mail I received from them.

Let´s wait and see.

Regards.



It's worth contacting the LGA, this has been an odd case and as you pointed out the issues seem to have been with the land based ops initially (and previously)
Give it a shot:
You do not have permission to view link Log in or register now.


Good luck!
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Many thanks for your info Redbet-Andy

Already did that.

Unfortunately when trying to attach a picture of the deposited money ( there´s an upload documents function ) I get an "IO Error". So no atachments sent.

Even my mail address ( a private mail address - I own the domain ) was not accepted. Only when I inserted a gmail address the complaint was accepted.

Since yesterday till now not even a confirmation mail I received from them.

Let´s wait and see.

Regards.

This is what we expect from the LGA. A process designed to put obstacles in the way of any player trying to make a complaint, followed by no response for weeks, even months.

It could be worse. When players of Purple Lounge started complaining, the LGA said that since the license had been revoked, they would no longer investigate the complaint. It's the same here, the online casino was operating without a valid license, so the LGA would probably say they were not interested. Since they have gone bust, there is no one to pursue in any case other than the liquidator.

Players don't find out the true situation until it is too late to complain. In this case, the website continued to function, and even now is set up to send a lying autoreply to players inquiring about their money, and the site itself does nothing to inform players of the current status of the operation, and what to do now, which would probably be to contact the liquidator and stake a claim as a creditor.
 

patricius

Newbie member
Joined
Apr 6, 2013
Location
Portugal
Hello vinylweatherman

I hope Maltese autorities work. LGA is a Government institution:

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and their representants are public:

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So I will wait for LGA reply for a month max.

Then I will try to adress the issue a different way.

Thanks to all.



This is what we expect from the LGA. A process designed to put obstacles in the way of any player trying to make a complaint, followed by no response for weeks, even months.

It could be worse. When players of Purple Lounge started complaining, the LGA said that since the license had been revoked, they would no longer investigate the complaint. It's the same here, the online casino was operating without a valid license, so the LGA would probably say they were not interested. Since they have gone bust, there is no one to pursue in any case other than the liquidator.

Players don't find out the true situation until it is too late to complain. In this case, the website continued to function, and even now is set up to send a lying autoreply to players inquiring about their money, and the site itself does nothing to inform players of the current status of the operation, and what to do now, which would probably be to contact the liquidator and stake a claim as a creditor.
 

patricius

Newbie member
Joined
Apr 6, 2013
Location
Portugal
Just an update ( final ) to this thread.

I contacted LGA on 8th July and received this answer:

"Dear Mr. *******,



I am writing to acknowledge receipt of your e-mail dated 5th July 2013.

I have made contact with the Representative of Vittoriosa Gaming Ltd. on your behalf about the matter you raised.

We have requested specific information with regards to the matter you refer to.

As soon as this information becomes available to the Authority you will be notified accordingly.

Any future mail should be addressed to [email protected].

Yours truly,



Ms. ****** ********
Manager Player Support
Lotteries and Gaming Authority
Suite 1, Level 3, TG Complex
Brewery Street, Mriehel
Birkirkara BKR 3000, Malta
Tel: +356 2546 9000
Fax: +356 2144 6950



[email protected]

www.lga.org.mt"


After this I sent to general mail more two mail regarding info on the subject, and giving a date line for a conclusive resolution, without any answer.

So I here leave screen of the unpaid money, which with this kind of support, I know is gone.

The first image is my recent request of witdrawal of the same money, because in the second image is the rejection of my first attempt that, by curiosity, happened after my email to LGA.

I will not play anymore in any LGA regulated casinos, perhaps except those Casinomeister endorsed/accredited. If with this small amount of money this is the expected support of LGA...

Just to notice that the site is not closed yet, it states the LGA logo and license numbering and just remember, I only made this deposit there ( I was a regular client ) because I got no visible info that the

casino was closed and the money was accepted. So it´s not played money or even won money. It´s the same money I deposited ( 248€ minus the 2% comission they always take ).
 

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patricius

Newbie member
Joined
Apr 6, 2013
Location
Portugal
Since no reply was givem trough LGA today I contacted the Maltese Govern requesting info about LGA responsabilities and the paper of it on maltese laws.

Just add recent news regarding LGA inoperability and subsequent government investigations:

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Thanks to all.
 

patricius

Newbie member
Joined
Apr 6, 2013
Location
Portugal
Situation solved.

Altough never more had any news from LGA, the Casino di Venezia Online license bearer ( Sportalnet ) - see the name on link - Outdated URL (Invalid) sent a mail with this content:

"Dear Mr *******,
please be informed that we cannot currently process your withdrawal request through the payment system you requested, so your current request will be rejected.
In order to proceed with the payment, please enter a new request using "bank transfer" as payment method and inserting the correct IBAN of your bank account and the swift code of your bank. Please note that we can only process bank accounts which are IN YOUR NAME.
We apologize for the delay, not due to us but the bureaucracy in these cases is very slow.
Best regards,
Sportalnet for Casin˜ di Venezia malta."

Received the mail two days ago. Cancelled my old withdrawal request and made a new one of the total amount ( 248€) and today morning I received the money at my bank account.

Sportalnet.png

So, altough taking some time, they apologized and payed it all.

I thinks It was right to inform other players of it.

Patricius.
 

jetset

RIP Brian
Joined
Feb 22, 2001
Location
Earth
Thanks for the update - it's a pity that a player has to go to these lengths just to get paid what he is owed, but I congratulate you on your tenacity and ultimate success.

However once again it seems to me the LGA has been found to be less than helpful and efficient in player communications.
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Situation solved.

Altough never more had any news from LGA, the Casino di Venezia Online license bearer ( Sportalnet ) - see the name on link - Outdated URL (Invalid) sent a mail with this content:

"Dear Mr *******,
please be informed that we cannot currently process your withdrawal request through the payment system you requested, so your current request will be rejected.
In order to proceed with the payment, please enter a new request using "bank transfer" as payment method and inserting the correct IBAN of your bank account and the swift code of your bank. Please note that we can only process bank accounts which are IN YOUR NAME.
We apologize for the delay, not due to us but the bureaucracy in these cases is very slow.
Best regards,
Sportalnet for Casin˜ di Venezia malta."

Received the mail two days ago. Cancelled my old withdrawal request and made a new one of the total amount ( 248€) and today morning I received the money at my bank account.

View attachment 42568

So, altough taking some time, they apologized and payed it all.

I thinks It was right to inform other players of it.

Patricius.

Slow it may be, but we know an even slower bureaucracy:rolleyes:

However, this email should have gone out months ago, when it was first realised that the requested method was not possible. It looks like they COULD pay all along, but decided to stall in the hope that many players would simply give up the chase.

It is clear that the underlying problems with the LGA that lead to the Purple Lounge fiasco are still going strong, so even now there is just as much risk of an LGA operator vanishing overnight with players' funds as there was when Purple Lounge did it. Purple Lounge would not have been the fiasco it was had the LGA learned lessons from the time before, and the time before that.

Players have to watch carefully for any signs that they might be playing at the next LGA licensed casino to go bust without having ring fenced players' funds. Operators too have to take care not to send out the wrong signals in their dealings with players, as it is very hard to tell the difference between an operator suffering a genuine temporary hitch, and one deliberately lying about one to cover up a cashflow problem.
 
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