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Hello i have a problem with this casino. I hope someone can help me. I was searching for a casino to play and then made am account at this casino. I did not knew in the beginning the casino is not legal and when i was playing i found it weird it was very difficult to get document verifiëren or withdrawel accepted the whole time they annulated and that made me sucpicous so then i saw they were illgal in Holland not license. But then they blocked me from playing because i told them they can get a fine if they let dutch players play because they dont have a license in Holland. The only thing the live chat said its my on responsibility i told them no they should have blocked dutch players to play in the beginning and that i want my money back. They made it difficult to withdrawel the money i had left and i told them no i dont want to play anymore i want the money back because i didnt knew it was illegal at this site but they dont respond now and they blocked me from playing after my messages. So they now they are wrong for letting me play and deposite al that money but now they are blocking me and think they can get away with everything.. what can i do with this issue please... i think i have the right to have my deposite money back. They cannot just take money illegal and then with withdrawel dont accept it even though they knew i was a dutch player and they can get a very big fine of the ksa. So its either my deposite money back 7500 euro or a big fine of the ksa for letting dutch players play at this casino.. please help me with this case

Dear Kenza,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. 

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country.

Could you please advise if that is the case here? Did the casino confiscate any of your legitimate winnings? How much money did you have in your account when the casino blocked you?

Thank you in advance for your reply.

Best regards,

Kristina

Yes i when i told them they should have not let me play and that i did not knew they were illegal and that i wanted my deposites back or that i will tell ksa and they will get big fine they blocked me from playing there and i had 600 euro i couldnt withdrawel either. I told them if the dutch gouvernement get this informatie ksa that they can get a fine because they shouldnt allowed dutch players in the casino and then they dont responded anymore and blocked me from playing. Its a very bad casino with very bad contact center. I am really mad and i want to take steps about this to get my money back illegal stupid casino

Thank you for your reply, Kenza. So, I hope I understood correctly that you still had a remaining balance of €600 when the casino blocked your account.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thanks.

Yes but they payed me now 360 back and closed it but the problem with this is i want to Sue them they did not had the right to block me when i told them they are illegal for dutch players they should not have take so mucj deposite money from me 7500 euro its ridiculous they have to get a big fine

Please note that we are not in a position to request a full deposit refund. We do not solve complaints about licensing authority and laws that should be applied to each player based on their location. As I already indicated in my initial message, we believe that you are entitled to the winnings that you had at the point of the account closure. Please, let me know how you wish to proceed with this complaint.

Dear Kenza,

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.