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After playing here for a long time, I discovered the casino was operating illegally. They also repeatedly refused to close my account. Therefore, I requested a refund for lost funds, but never received a response. According to European law, the terms and conditions can be declared null and void due to the lack of a license, and they are therefore legally obligated to refund the money. Furthermore, I could file additional claims for damages for repeatedly refusing to close my account. If they agree to a settlement, I will not pursue that.

Na lang hier te hebben gespeeld kwam ik erachter dat het casino illegaal opereert. Daarnaast hebben ze meermaal geweigerd mijn account te sluiten. Daarom vroeg ik een refund van verloren gelden. Echter kwam hier nooit enkele reactie op. Volgens europese wetgeving kunnen, door het ontbreken van de licentie, de terms and conditions nietig worden verklaard en zijn zij dus wettelijk verplicht terug te betalen. Daarnaast zou ik nog extra schade claims kunnen doen voor het herhaaldelijk weigeren van het sluiten van mijn account. Indien se met een schikking akkoord gaan zal ik dat achterwegen laten.

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Dear Dc62,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules. 

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs. 

Regarding your account closure request, I would like to clarify the distinction between account closure and self-exclusion.

Closing your account is a straightforward process with minimal long-term impact. You retain the option to reopen your account at any time, and the casino has no further obligations to you.

Self-exclusion, however, is a more formal and impactful action. By initiating self-exclusion, the casino commits to restricting access to your account, typically with stricter conditions for reopening, such as a mandatory cooling-off period. Reopening may be restricted for individuals with identified gambling concerns.

To proceed with your request, kindly specify the reason for closing your account and provide any previous account closure requests submitted to the casino. My email address is katarina.d@casino.guru.

Thank you very much in advance.

Best regards,

Katarina

In addition. I agreed to a refund of 50% of my nett losses under the term that they pay it in the described amount of time. They didnt pay it in time and thats why im askimg for the other 50% to be refunded also

Dear Dc62,

thank you for your reply and emails.

Regarding the potential recovery of your funds based on the fact that the casino is lacking a Dutch license , as previously mentioned, is limited.

Concerning your account closure request, we have only received the casino's responses. To proceed, kindly provide copies of the emails you sent to the casino requesting the closure of your account. My email address is katarina.d@casino.guru.

Kindly notify me here in this thread once the email has been sent.

Looking forward to your email.

Katarina

I requested the clossure by live chat like 10 times. For me its not possible to look up the chat history. Probably the casino can do this.

In addition. I already once reached an agreement with the casino for 50% but they didnt pay in time what makes the agreement invalid. I offered to pay the 50% back but they didnt want that. For that reason i asked back the other 50%

Dear Dc62,

thank you for your reply.

Could you please clarify whether there are any additional reasons for requesting the closure of your account, aside from the absence of a Dutch gaming license?

Additionally, we would like to ask—purely out of concern for your well-being—whether gambling has been causing you stress or if you feel you may be experiencing difficulties related to gambling.

Thank you for sharing this information with us.

Katarina

I didnt gave them the reason for my request for a self exclusion. Under EU-law the have to close the account once requested it never happend. In combination with the absence of a dutch license i received 50% refund. But the other 50% is still missing. And i would like that you guys bring in a representative of the casino to fix the matter. Otherwise i have to start a lawsuit and all that stuff and that is not what i want

Dear Dc62,

thank you for your message.

I understand your desire to close your account and agree that the casino should respect your decision without resistance. However, Casino Guru's support is primarily focused on assisting players struggling with gambling addiction, as they are particularly vulnerable. While casinos, like any business, are entitled to employ persuasive tactics to retain customers, I encourage you to remain firm in your decision. It appears you possess the willpower to close your account independently. Therefore, I must close this complaint. I regret that I could not provide more direct assistance.

Additionally, I would like to suggest that you consider submitting a complaint to the casino’s licensing authority. To do so, please locate the Comoros seal at the bottom of the webpage. By clicking on it, you will be directed to a page where you can select the "File a Complaint" option and follow the provided instructions. We also suggest reviewing our article on submitting complaints to the regulator for guidance.

All the best,

Katarina