Bruno Casino - The player's requesting a refund of her deposits.

Bruno Casino is accepting Dutch players while they don’t have a KSA lincence. After finding out I wrote an email telling me that is it not allowed what they do and asked for my refunds back. Now I am getting a letter that all is my responsibility?! casinos without a KSA licence are not allowed to accept players from the Netherlands and I was not aware of the fact they are illegal in the Netherlands.

Hello Gregoire33,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bruno Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Do you have any remaining balance on your casino account? Is your account still active? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

i open the account about two weeks ago. I can not log in any more because they have suspended my account. Maybe there are a few cent on it. I received an email from Bruno casino after I confronted them with the above complaint this morning. They told me the below quote. I had contact with KSA in NL and it is simply illegal what they do. If they refund me and don’t target on the Dutch market anymore it is case closed for me, but if you read below reaction they are just making there own rules.

quote

Be kindly informed, that by accessing and opening an account and using this website, you confirm and warrant that online gambling is legal and permitted in the jurisdiction where you are located and you will not use the website while a resident or temporarily located in any jurisdiction that prohibits the use of the website.

The availability of the services shall not be interpreted as an offer or invitation on our part to use the services in a country where such use is illegal.

Therefore, the Company will not assume any liability whatsoever in this regard and will not reimburse any player deposits, winnings or any losses as a consequence of the violation of any legal provision that may be applicable to the player. It is the player’s sole responsibility to comply at all times with his/her own local, national or state laws that relate to online gambling.

It is entirely and solely your responsibility to enquire and ensure that you do not breach laws applicable to you by participating in the games. Depositing real funds and playing for real money is subject to the laws of your country, and it is your sole responsibility to abide by your native regulations.

unquote

I just send a reminder to them this morning but no response. If you have nothing to hide and you can proof that you have the authority to accept Dutch players than show it, but they don’t have it.

Hi Nick,

can you please reply? I still did not got contact with the casino. They does not respond to my emails.

Hello Gregoire33,

Apologies for my delayed response. I'll be handling your case now. Please note that since you voluntarily chose to play at a casino without a Dutch License and lost your funds, we are unable to provide assistance. This is similar to the concept of allowed and restricted countries. We only handle cases where casinos confiscate winnings based on the player's geolocation. In other words, if a casino accepts a player and allows them to deposit, they should also pay them.

In your specific case, you selected a casino that operates under the Kahnawake License, lost your funds, and requested a refund. We do not address issues related to licensing rules. Our focus is on the safety of the casino, rather than the type of license it holds. Additionally, upon further investigation, I found that the website even implemented an IP block for Dutch players.

I apologize for the inconvenience, but my only suggestion would be to conduct better research in the future if you wish to exclusively play at Dutch-licensed casinos. However, please keep in mind that this does not guarantee that you will win.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi Petronela, than they have implemeted that block after my complaints. Thank you for your reply.

I understand that you may be disappointed with the outcome of your complaint. While we were unable to provide a resolution that meets your expectations, please know that we appreciate your time and effort in bringing this matter to our attention.

Please do not hesitate to contact us if you encounter any issues with other casinos in the future. We are here to assist you in any way we can.

Regarding your current complaint, we must reject it for the reasons stated earlier. We understand that this may not be the desired outcome, but we assure you that we have considered all the available evidence and have made a fair and impartial decision.

Thank you for your understanding and patience throughout this process. We hope that any future interactions you have with other casinos are positive and enjoyable.