Betsixty Casino - Player requests refund due to unlicensed casino.

Dear Customer Support Team,

I am writing to submit a complaint regarding the recent gambling activity I engaged in betsixty’s platform and to request the return of all funds lost during that period. After further investigation, I have identified that your online casino is not licensed to operate in the Netherlands, and I believe this breaches both Dutch law and my personal gambling restrictions as imposed by the Dutch government.

As per the Dutch Gambling Act (Wet Kansspelen op afstand), online gambling providers must possess a license issued by the Dutch Kansspelautoriteit (KSA) to legally offer services to residents in the Netherlands. Betsixty is not licensed by the KSA, which makes their operations within the Dutch jurisdiction unlawful. Therefore, my involvement as a Dutch resident was facilitated in violation of local gambling laws, rendering any gaming transactions void under Dutch law.

I am also registered with the Centraal Register Uitsluiting Kansspelen (CRUKS), which is a Dutch government initiative designed to protect individuals from gambling addiction by excluding them from participation in both land-based and online gambling.

My registration in CRUKS prohibits me from engaging in any form of gambling, whether through licensed or unlicensed operators.

However, your platform did not recognize or honor this exclusion. This failure to comply with the CRUKS regulations resulted in financial losses that should never have occurred.

In light of the above, I kindly request the return of all funds that were lost on the platform during the period in which I was registered on CRUKS and your casino was operating without a Dutch license. The total sum lost amounts to €~2100 euros. I believe I am entitled to a full refund as the transactions were carried out unlawfully and in direct violation of both my rights and Dutch regulatory requirements.

I look forward to your prompt response and resolution of this matter.

Dear Klaasie,

Thank you for submitting your complaint, and I'm sorry to hear about the issue you're facing.

Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules. I apologize but in this case, we are not able to help you. I can only recommend you do better research next time and play only in the casinos licensed in the Netherlands.

Furthermore, in the past, we have handled CRUKS-related cases, but we have received guidance suggesting that it is best for players to directly contact CRUKS at https://cruksregister.nl/contact. Regrettably, we are not privy to the specific procedures and methods CRUKS employs to verify eligibility for refunds among registered users. While we have our own self-exclusion procedures, CRUKS operates independently and employs its own set of criteria, which we are not acquainted with. Consequently, it is beyond our ability to assess such cases, unless you directly requested self-exclusion from this specific casino.

• Have you informed the casino about your gambling problem before depositing?
• Could you please advise if you currently have access to your casino account?

Best regards,

Kristina

Dear Kristina,

Thank you for your response and for the clarification regarding your position in handling disputes. However, I would like to emphasize a few important points in light of your reply:

Unfortunately, it has been impossible for me to deactivate or self-exclude from my account at Betsixty.com. Despite multiple attempts to close my account and restrict myself from further gambling, I have not been able to do so. Therefore, it is not possible for me to deny myself access to the platform, which is a severe concern given my registration with CRUKS and my ongoing issues with gambling.

After recalculating my losses, the total sum amounts to €3,705. I request that Casino Guru, as a mediator, reach out to a representative at Betsixty.com on my behalf to:

1. Immediately close my account permanently to prevent any further gambling activity.
2. Have Betsixty.com contact me directly to acknowledge the closure and any other actions taken to address this matter.

I simply want to stop playing, and Betsixty.com has made this extremely difficult for me. With your assistance in reaching out to the casino, I hope this issue can be resolved promptly and definitively.

Thank you for your understanding and continued support.

Thank you for your reply, Klaasie. Please forward all self-exclusion requests together with any other relevant communication between you and the casino to kristina.s@casino.guru. Thank you in advance.

Dear Kristina,

Thank you for your response. I have just sent an email to BetSixty Casino regarding my request for account closure and refund, with you in CC. I would appreciate it if you could assist in facilitating communication with BetSixty Casino to ensure my account is permanently closed and that I receive a reimbursement.

Regards,

Steffen

Thank you, I received this email, but in order to request a refund of your previous deposits I need to see all the communication between you and the casino. Could you please send it to me so we can proceed with the complaint?

I am sorry, but I believe that both the casino and I clearly explained that CRUKS self-exclusion doesn't work in casinos without the necessary license. And since it seems that you didn't inform the casino about your gambling problem before depositing (or at least you haven't provided sufficient evidence even though I asked for it multiple times), we are not able to assist you with the refund.

At this point, I can only recommend how to self-exclude properly in the future. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Furthermore, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Lastly, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true).

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.