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Hello, yesterday I was able to play at the casino and deposit 900 euros. However, I am registered with the Curago authorities as a gambling addict and automatically placed on a block list. The casino refuses to refund my 900 euros.

Hallo ich konnte gestern beim casino spielen und für 900 Euro einzahlen. Ich bin aber bei den Curago Behörden als Spielsüchtig gemeldet und automatisch in einer Speerdatei. Das casino will mir die 900 Euro nicht zurück erstatten.

Dear Alineb1991,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with the casino and the refusal to refund your deposit.

To help us understand the situation more clearly, could you please clarify the following:

• You mentioned being registered with the Curacao authorities as a gambling addict. Could you explain why you believe this automatically placed you on a block list for all Curacao-based casinos? It’s important to note that there is no universal self-exclusion list covering all Curacao-licensed casinos.
• Did you inform this specific casino about your gambling problem before making the deposit? If so, can you provide any details or documentation regarding this communication?
• Have you tried to contact the casino about your self-exclusion status and asked for clarification on their decision to refuse the refund?

Your cooperation is crucial for us to proceed with the case and help resolve the issue. Without this detailed information, we won’t be able to move forward effectively in mediating your complaint.

If you have any relevant communication or documents, please feel free to forward them directly to petronela.k@casino.guru.

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,

Petronela