Circus Casino NL - Player’s account has been closed and reopened without consent.

This casino closed my account because I did not supply them with documents proving that I was not losing more then I could afford. I did not want to do this so they closed my account. I didn’t want to play on this site anymore, I had a gambling problem. Then all of a sudden a while later they opened my account again without my permission or even asking me and I lost huge amounts again. I want these funds back. My account was closed and I didnt want to play here anymore and I didnt ask for it to be opened again.

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Dear Larsieboii,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

From your description, this situation raises serious concerns, especially regarding the reopening of your account and the responsible gambling measures that should have been in place.

In order for us to better understand the full context and proceed with the investigation, I would like to kindly ask you to clarify a few important points:

• At the time of closure, did you explicitly mention having a gambling problem or request a self-exclusion/permanent closure?
• Can you clarify when and how your account was reopened? Were you notified in any way, or were you simply able to log in again?
• If you have any communication with the casino regarding the closure, reopening, or your requests, please upload it here or forward it to petronela.k@casino.guru.

These details will help us determine whether the casino failed to uphold responsible gambling obligations and whether the reopening of your account was handled appropriately.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

No, but they closed it because I was losing to much and did not want to provide my source of wealth. So they knew I was spending to much.

I do not know the exact date, I saw my account was accessible again after receiving a promotional emails to start playing again. They did not tell me my account was reopened, I checked this myself after receiving these promos.

This was their reaction on why they opened my account again, while I didn’t even ask for it to be reopened: " We reactivated your account at the time due to policy changes and an overly strict approach on our part. That is why we reopened your account with the condition that the locked deposit limit of €500 per week would remain in effect. This has nothing to do with failure to comply with our duty of care." wich to me sounds really strange because the rules regarding safe gambling in the netherlands are always becoming more strict.

?

Hi Larsieboii,

Please accept my apologies for the delayed reply

I understand your point of view and why the situation feels unfair, especially if your account was reopened without your explicit request.

However, I would like to clarify an important aspect regarding the request for source of income (or source of funds). Casinos are required to request such documents as part of AML (Anti-Money Laundering) regulations. This does not necessarily mean that they consider every player to be spending too much or that they assume a gambling problem — it is a standard regulatory requirement to ensure that funds used for gambling come from legitimate sources.

Regarding the responsible gambling aspect, the key factor for us is whether the casino was clearly informed about a gambling problem (e.g., a self-exclusion request or explicit communication stating you were struggling with gambling). From what you have confirmed, this was not the case at the time of the account closure.

Without such explicit information, there is unfortunately no clear basis for us to conclude that the casino failed in its responsible gambling obligations or to request a refund of your losses on these grounds.

If you have any additional communication with the casino regarding the closure or reopening, please feel free to share it with us.

This took you over 8 days to come up with while I already clearly stated that they closed my account because they thought I was spending more then I could afford?

Dear Larsieboii,

Thank you for your message.

At this stage, I must admit that I am not entirely sure what is expected from me, as no supporting evidence has been provided from your side over the past 17 days, despite our requests.

I would also like to clarify an important point — not every situation where a player spends a higher amount of money automatically indicates a gambling problem. As you confirmed yourself, you never explicitly informed the casino about having a gambling problem or requested self-exclusion at the time.

However, in your complaint submission, you later referred to having a gambling problem, which is not supported by any communication shared with the casino so far.

Without clear evidence showing that:

• the casino was informed about a gambling problem, or
• the account was reopened against your explicit request,

we are unfortunately unable to proceed further with this case.

For this reason, your complaint will now be rejected.

Please note that you are welcome to request a reopening of the complaint at any time, once you are able to provide supporting evidence for the claims made (such as relevant communication with the casino).

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru

You guys are insane