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You have yo know I am a gambling addict and are registered in the Dutch register so that you are not allowed to gamble. However, since I am an addict I did find a casino that allowed Dutch players to register, eventhough they are in the official non-gambling register (Cruks). I was registered once before at this casino and did ask them last year to close my account for ever. However, this week they re-opened my account immediately after I tried to gamble again.

By Dutch law, gambling sites without a license are not allowed to let Dutch citizens deposit and play. This casino did allow me though and I've deposited 750 euros. I know it's a kind of grey area and that I should be responsible for my own behaviour. However, I do everything to quit gambling, therapy, Anonymous Gamblers... Still this casino did allow me to play and spoil 750 euros. This is against Dutch Gambling Act. I've requested to close my account and I want to have a refund of my deposit, since this casino is not allowed to let Dutch players play.

They say that they do not have to refund me, but I do not agree. Can you please help me to get my deposits back, since I were not even allowed to play here according to Dutch law?

Dear Katja55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, if the casino wasn't aware of your gambling problem before you deposited and started playing, our hands are tied and we are not in a position to ask for a deposit refund. I am sure you understand that registration in the Dutch register applies only to casinos licensed by the Dutch government, however, this is not one of them.

Could you please advise if you still have access to your casino account? If your account has been closed, I am afraid that there is not much we could do for you in this case.

Thank you very much in advance for your reply and understanding.

Best regards,

Kristina

Well the thing is, I already excluded myself end October 2022. I told them I had gambling issues and asked if they could close my account for ever. Than this week the rush became to heavy and I asked Playboom to reopen my account. They did immediately reopen my account, even without any cool-of period. In my opinion they should never ever have reopened my account and have protected me way better. Therefore I think it's more than reasonable to refund my deposits.

At this moment I don't have access anymore to my account since I asked to close it again. I sent them several mails with proof of my registration in the Dutch Gamstop register and sent them proof of all my therapy I have undergone for my gambling addiction.

Moreover, if I do not get my moneyback, I am really concerned about people like me. The Dutch Gambling act is very strict. Only licensed casino's are allowed to let Dutch players play. These casino's are violating the Dutch law since it is illegal to allow Dutch players without a license. The Dutch government is already on it and gave a lot of fines this month to casino's like Playboom (https://www.dutchnews.nl/news/2023/03/five-firms-fined-e26-million-for-offering-online-gambling-without-a-licence/). Thousands of Dutch citezens like me try to protect themself from gambling, register in the Dutch Gamstop register, but a lot of foreign casinos still lure gambling addicts to throw their life away. This needs to stop. I know everyone has his own responsibillity, but addicts are sick, our brain does not function reasonably. I and people like me simply cannot make the right decisions when these illegal operators try to take your money.

If the casino refunds my deposits I would really be very happy and I think it's a very good sign that they actually do care about people, in stead of taking money from addicts. I did exclude myself in 2022 and without any trouble they did reopen my account again. This should never have been able.

Kind regards!

Thank you for your reply, Katja55. Do I understand correctly that you deposited €750 (dispute value) after your account was reopened?

Could you please forward me your self-exclusion request? If there is any other relevant communication between you and the casino, please forward it as well. My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Katja55,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.