Cusco Casino - Player's refund request ignored by casino.

Cusco casino neemt illegaal geld van Nederlandse probleemspelers af zonder medewerking terug te betalen bij een terugbetaalverzoek hierom een maand geleden ik wil mijn geld terug zo snel mogelijk

Cusco casino email en medewerkers op de live chat reageren niet terug op mijn verzoek van de vorige maand op mijn verzoek om mijn geld terug te betalen de situatie speelt al een maand heb al mijn gegevens gegeven en niks maar dan ook niks terug gekregen niet via de email en niks via live chat ze zijn niet bereid om mee te werken aan mijn terugbetaling verzoek van een maand geleden het gaat om een bedrag van twv 580 euro die ze niet mogen aannemen omdat ik een Nederlandse speler ben ze zijn illegaal bezig ze hebben geen vergunning hiervoor en daarnaast sta ik in cruks vermeld en ben ik bekend als probleemspeler zij weten hiervan ze geven via trustpilot aan dat ze bereid zijn mee te werken via de email als ik een email direct stuur naar ze ten 1ste gaven ze express een verkeerd email adress maar ik had de juiste al eerder gemaild daar al het verzoek neergelegd en alles heen gestuurd aan gegevens vervolgens stuur je dus op hun verzoek hier via trustpilot dat ze mee willen werken opnieuw een paar emails maar dan nog word er totaal niet op mijn emails terug gereageerd en ook dus niet als je er weer om vraagt bij de live chat den is ook niet bereid tot antwoorden via de live chat en heb meerdere printscreens hiervan gemaakt de afgelopen maand ik heb tot op de dag van vandaag nog altijd mijn geld niet terug gekregen geen updates via de email terug gekregen en geen hulp via live support gekregen de enige oplossing om mij hiermee te laten stoppen met dit aan te geven is dat ik zo snel mogelijk mijn geld terug op mijn bankrekeningnummer krijg het gaat om al mijn stortingen rond de 580 euro van de vorige maand maart die gestort zijn en ze dus zonder vergunning van een cruks een probleemspeler gepakt hebben en hiervan wetende zijn pas dus goed op mensen zij zijn oplichters

Datum van ervaring: 20 maart 2024

Hello Claudiajayden,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cusco 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? Did you ever request for self-exclusion directly from Cusco Casino? How much is your current casino balance? When was the last time you spoke to the casino and what was it about?

Please note that unless you requested for exclusion directly from the casino, you are not entitled to any kind of refund.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello my balance there is 0 the contact i search was around 20 march also till this last night they asked back than to response for verification after that i did done no answers anymore only a couple times they answered me by trustpilot only where also is my complaint they the cuscocasino answered me in the message there that they willing coöperate by email i emailed again and again and again nothing back from theme they lied also in that answer at trustpilot they try to send also a wrong eemailadressin that message at trustpilot but i had already send many times to the correct one but also there no answers anymore the whole mmonthalso they not response the whole month with their live support i did thell theme last night i go with this story to the Police ksa autority in the netherlands and bad review also everywhere all over the internet when they not send me back in 24 hours thats today i still wait for an answer and my request refund to my bankaccount all my info they know and my verification to

I try to speak with den and Daniel i think its the same person with the same profilepicture at the live support the whole month thill last night but they read but not give me answers back at live support also in the email not and when i leave message behind also no response from theme only in trustpilot where everybody can read with the situation they only say to me email theme i did many times this month but again and again nothing in return to my emailadress i ve wait more than a month now its enough

Also a reason to received my money back but there is still no answer not by email not by chat after verification in the beginning every support stopped by cuscocasino by that

Hello Claudiajayden,

If your balance is zero and you did not request for self-exclusion, you are not entitled for any kind of refund.

Is there anything else we could assist you with?

Hello i did request self exclusion what you talking about

But also there s no fair gaming with theme if not response nothing after the verification from me and my documents because they know that they are wrong and lie and take money from dutch players also with gamblingproblems when they are knowing that dutch players in the netherlands are restricted players that means the people from the netherlands are not allowed to make an account and deposit and play more in that casino

And nick you also must know that

Also had contact with livechat before that and explained the situation and after verification i never heard theme anymore at livechat and email

And this is only for you because i dont want to know to everybody my private info last name etc

20 march

Hello what now?

Hello Claudiajayden,

You mentioned addiction on 20th of March for the first time to the casino and they closed the account right away. What refund are you expecting? Any funds deposited prior to your note about addiction are not refundable as the casino could not know about your addiction before that. Also it is up to the player whether they register in a casino with or without a license. You can't just request a refund once you find out about them not having a license as why didn't you check it before registering?

Please clarify the reason of refund, will be waiting for your answer.

someone who has a problem with playing always looks for a way to play at bad times. a casino that is not allowed to offer their services in the Netherlands is not allowed to let anyone in and that is what happened here. They should ban or block Dutch players in advance. They are not even allowed to let Dutch players in and therefore certainly not to accept the money from Dutch players and Dutch players should not even be able to play so use their services and vice versa they are not even allowed to offer their services to the Dutch. players, so I am entitled to a refund, according to the KSA, this is also clearly determined as a problem player or not a problem player, so the casino is wrong and I therefore still demand 583 euros back, since they offer their services illegally in the Netherlands, they should also look out that they will not receive a fine of millions from the ksa if they find out about this, but they probably know that since they allow several Dutch players illegally, but that is their risk, I want my money back in any case and of course they already knew this, which is why after verification I no longer heard from them and they no longer contacted me and they no longer responded via live chat

Kan ik geld terug krijgen van online casino?

Voor consumenten betekent dit, dat als een speler geld heeft vergokt in een online casino zonder Nederlandse vergunning, hij wettelijk zijn verliezen kan terugvorderen. Uit sanctiebesluiten van de Kansspelautoriteit worden de misstanden van de online casino's bevestigd.

Can I get money back from online casino?

For consumers, this means that if a player has gambled money in an online casino without a Dutch license, he can legally reclaim his losses. Sanction decisions by the Gaming Authority confirm the abuses of online casinos.

This is what i just read also

De overeenkomsten tussen de illegale gokaanbieders en hun Nederlandse klanten zijn namelijk nooit rechtsgeldig geweest. De exploitanten van deze websites hadden daardoor nooit geld mogen aannemen van Nederlandse spelers."

Marco Ghiglioni, Jurist bij Goldenstein

The agreements between the illegal gambling providers and their Dutch customers have never been legally valid. The operators of these websites should therefore never have accepted money from Dutch players."

Marco G****, Lawyer at Goldenstein

Het totaalbedrag van alle door jou gemaakte verliezen in de illegaal online casino's, kan volledig worden teruggevorderd. De door jou verloren bedragen aan de illegale online casino's kunnen met terugwerkende kracht tot 20 jaar geleden worden teruggevorderd.

The total amount of all losses you have made in illegal online casinos can be fully recovered. The amounts you have lost to illegal online casinos can be recovered retroactively up to 20 years ago.

Hello Claudiajayden,

If the refund is related to laws within your country, that is not our competence to handle. Based on the complaint and casino policy, they did everything correctly. For any further action you will have to contact the local authorities as we do not deal with country specific regulations.

Is there anything else we could assist you with?

apparently you haven't made any effort because you have been working against me from the start and making it very difficult for me, you know the rules very well, but never mind, it will be sorted out further with the ksa

Delete all information please i go to the ksa with this

De overeenkomsten tussen de illegale gokaanbieders en hun Nederlandse klanten zijn namelijk nooit rechtsgeldig geweest. De exploitanten van deze websites hadden daardoor nooit geld mogen aannemen van Nederlandse spelers."

Marco G*****i, Jurist bij Goldenstein

Due to the aforementioned reasons, this complaint will now be rejected. 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.