The player from Germany, despite being banned from using any Master license in Curacao and prohibited from playing at Curacao-licensed casinos, was allowed to play and verify her account with Galaktika N.V. The player demanded a refund of all losses due to lack of player protection. After investigation, it was determined that there was no way to self-exclude from all Curacao-licensed casinos at once, and self-exclusion had to be done individually at each casino. Since Drip Casino blocked the player after he informed them of his gambling addiction, he was not eligible for refunds of deposits made prior to this notification. The complaint was rejected.
Drip Casino - Player demands a refund due to the Curacao license ban.
Amount: €2,500
Drip Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
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5 months ago
Translation
Although I am banned from using any Master license in Curacao, the casino and your company,
Galaktika N.V., allowed me to play.
They even verified my account.
I received information that I am not allowed to play at any casino with a Curacao license because I am banned for the Master license with my official details.
Apart from that, Curacao casinos are prohibited from allowing players from my region to play.
Therefore, I demand that the company refunds all my losses. I have played at several casinos under the same company.
The company:
Galaktika N.V.
I am also banned from companies like Dama.NV and other companies such as Rabidi.NV and Hollycorn.NV.
These companies are the largest from Curacao, with over 200 online casinos.
All these companies rejected my registration with my details, except for Galaktika.NV.
They allowed me to play and lose money without any player protection.
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5 months ago
Dear Cengizhan,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please send me an email from the licensing authority confirming that you've been self-excluded from all the casinos operating under the Antillephone license? My email address is veronika.l@casino.guru.
I'm sorry, but we are unable to assist with issues related to casino licensing regulations and policies. As an independent online casino database, we act as a mediator in resolving player disputes, but we do not have the authority to enforce rules. If a casino allows a player from a restricted country to play and the player wins, the casino should pay out the winnings, unless the player has violated other rules. If the player loses their deposits while playing, they are not eligible for a refund from our perspective.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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5 months ago
Translation
Just ask the casino
The casino and their license will confirm that I am blocked for their administration and license
It's been quite a long time I haven't received such a confirmation
I am sure that the casino will confirm that I am blocked from their license and administration
Please invite the casino to the interview so you can confirm it
This is about player protection due to gambling problems
What the license and administration did not adhere to
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5 months ago
I apologize, but according to the standard procedure of our complaints resolution center, we initially request the player to provide all evidence regarding their case. Only after receiving this do we invite the casino representatives to participate in resolving the complaint. Please understand that without solid proof of your self-exclusion from all casinos within the same group, we cannot proceed with your case. You may read the information and instructions regarding the complaints here: https://casino.guru/complaint-resolution-instructions
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5 months ago
Translation
Several months ago I was blocked in the live chat for all casinos belonging to Galaktika NV license
Because of gambling addiction
I was confirmed in the live chat that I am no longer allowed to play for Galaktika NV casinos
Nevertheless, it was allowed
Register and play at other Galaktika Nv casinos
They didn't block my data everywhere
You blocked it later
I have played in all casinos belonging to Galaktika NV
Although I have had my data blocked for your license Galaktika NV because of gambling addiction
They blocked my data much later
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5 months ago
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Dear Veronica
You know as well as I do that the Antillephone license does not respond when you try to contact them
I have already written so many emails to the Antillephone license I have never received an answer
All players who know a little about online casinos know this
this license Antillephone license is for decoration only
the license is not there to resolve complaints or ban players who have serious problems with gambling
There is no player protection at all Fraud at the highest level
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5 months ago
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The fact is that I have been blocked from your platform Galaktika Nv
But the company Galaktika NV still allowed me to continue playing
I am banned from your Master License Dama Nv Casinos
Dama Nv is the largest company that belongs to Curacao casinos with the Antillephone license. They have passed on my data to all partner companies so that I am not allowed to play at their partner casinos either.
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5 months ago
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Despite this, I also got myself blocked at Galaktika.Nv. The blocking here at Galaktika Nv was taken too late
(IMPORTANT NOTE)
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If I try today to create an account at Galaktika Nv Casinos, regardless of which email address I use, my data is immediately recognized and the account is blocked
Why am I blocked now and I was not blocked before
Now we are back at this point and the confirmation that my data and my block was activated much later by the Galaktika Nv authority
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5 months ago
Translation
I have lost money in all casinos belonging to Galaktika NV
Although I had myself blocked, I was allowed to register additional accounts in other casinos belonging to Galaktika NV and continue to lose
If I try to register today
with my data and another email address
Are my data recognized and blocked directly? This had to happen before when I blocked myself directly in a casino which belongs to this license Galaktika.Nv
BUT
They first made me lose in all the casinos and then they banned me
IS THIS ALLOWED ???
THIS IS CERTAINLY NOT ALLOWED
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5 months ago
The screenshots you sent us show the chat between you and the agent of Drip Casino. Was it the first time you informed the casino of your addiction and requested to be self-excluded? Could you please specify the date you led this conversation with live chat? Has your account been blocked immediately after the chat or were you able to make any additional deposits?
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5 months ago
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No it was not the first time
I wrote it several months ago and they recommended that I stay anyway because I could have a chance of promotion and bonus. They told me that my chances were good and that I should please stay.
I forced myself to keep playing
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5 months ago
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Although my data is blocked for all Galaktika.Nv casinos they still allowed me to play
IMPORTANT NOTE
I have been blocked from Every Galaktika Nv Casino
and I mentioned with every ban that I want to be banned from all Galaktika.Nv casinos
The administration and the Galaktika.Nv license has this lock taken too late
They still let me play in every Galaktika.Nv Casino
They registered me and even verified me even though I am blocked
GALAKTIKA.NV
Excluded me
I am not allowed to register in any of their casinos, even the new casinos that have come along, it is no longer possible for me
But why was it possible for me before and why did they make the ban valid much later than it should have been
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5 months ago
After a thorough investigation, we came to the following conclusion. There is currently no way to self-exclude from all Curacao-licensed casinos at once. You must self-exclude at each casino individually. Although Antillephone N.V. licensed casinos must offer players the opportunity to self-exclude, there does not appear to be a specific procedure in place, so the only options are to check the casino's website or to contact the casino operator and ask them for instructions.
Since Drip Casino blocked you after you informed them of your gambling addiction and requested to be self-excluded, you are not eligible to get the refunds of the deposits you made prior to informing the casino of your problem.
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.
