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Without my consent, the casino sent me text messages with promotions while I was in the Netherlands. Deposits could be made from a bank account that wasn't even mine (it wasn't checked) without identifying the documents because they were rejected, so it wasn't even possible to withdraw the winnings.3080e is only the deposit that was paid

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Dear jarenty1983,

Thank you very much for submitting your complaint. I’m sorry to hear what happened and the concerns you have regarding your experience with this casino.

Before we proceed further, I would like to clarify a few points to better understand your case:

• When you received the promotional text messages in the Netherlands, did you already have an account with this casino, or were these messages sent before you registered?
• Regarding the rejected identification documents: did the casino explain why they refused them? If yes, what reason was provided?
• You stated that €3,080 is only the deposit that was paid — could you clarify what this amount represents exactly? Is this the total amount you deposited, the amount currently stuck in the casino, or the amount you are disputing and would like to recover?

If you have any screenshots, emails, messages, or other communication with the casino that could help clarify the situation, please upload them here or forward them to petronela.k@casino.guru.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello

Did you already have an account with this casino when you received the promotional text messages in the Netherlands, or were these messages sent before registration? I've had an account since December 28, 2024, and the text messages have been coming since February.

Regarding the rejected ID documents: did the casino explain the reason for the rejection? If so, what was the reason? They didn't, and I can't add it again because it keeps showing it as blocked.

You stated that €3,080 is just the deposit you made. Could you explain what exactly this amount means? Is it the total amount you deposited, the amount currently blocked at the casino, or the amount you're disputing and would like to recover? Yes, this is the amount I deposited initially and which I want to recover.

Hi jarenty1983,

Thank you for the additional information. I still need to clarify one more important point in order to understand the current situation properly:

What exactly happened to the €3,080?

Was this amount lost through gameplay, or was it confiscated/removed by the casino while your account was blocked?

Please confirm which of the following applies:

• A) The full amount is still visible in your casino balance, but you cannot access it.
• B) The casino confiscated the funds (your balance shows €0).
• C) You lost the money during gameplay, and the dispute is about the deposits, not the balance.
• D) Something else — please describe.

This information is essential for us to understand the nature of the issue and what exactly you would like us to help with.

Thank you in advance for your reply.

When you received the promotional text messages in the Netherlands, did you already have an account with this casino, or were these messages sent before you registered? No

Regarding the rejected identification documents: did the casino explain why they refused them? If yes, what reason was provided? No

You stated that €3,080 is only the deposit that was paid — could you clarify what this amount represents exactly? Is this the total amount you deposited, the amount currently stuck in the casino, or the amount you are disputing and would like to recover? Yes

You lost the money during gameplay, and the dispute is about the deposits, not the balance. Yes

Hi jarenty1983,

Thank you for your clarification. Based on your latest messages, I would like to summarize your position and explain how we can assess this case.

From what you confirmed, you are requesting a refund of lost deposits (€3,080) based on the following reasons:

• You received promotional text messages while being in the Netherlands.
• You were able to deposit using a payment method that was not in your own name.
• Your verification was unsuccessful, which later prevented withdrawals.
• The money was lost during gameplay, not confiscated or held by the casino.

I understand why you feel this situation is unfair. However, it is important to clarify the scope of what we can realistically assist with.

We are generally able to help in cases where:

• a player clearly requested account closure or self-exclusion, and
• the casino ignored or failed to act on that request, allowing further deposits and losses.

In your case, there is no evidence that you requested account closure or self-exclusion and that such a request was ignored by the casino. Because of this, we are unfortunately not able to pursue a refund of lost deposits based on:

• the casino’s licensing status in the Netherlands,
• the fact that third-party payment methods were technically accepted, or
• unsuccessful verification after the deposits were made.

I understand this may not be the outcome you were hoping for, but based on our rules and experience, we do not have sufficient grounds to proceed with this complaint further.

If you have any additional information showing that you asked the casino to close your account or stop you from playing and this was ignored, please let me know and we can reassess the situation.

I have submitted a refund request to the bank and the operators.

Ik heb een terugbetalingsverzoek ingediend bij de bank en de operators.

Dear jarenty1983,

Thank you for your reply and for informing us that you have submitted refund requests to your bank and the casino operator.

Based on all the information provided, I would like to clearly explain our final position.

As outlined earlier, we can assist with refund requests only in situations where there is clear evidence that a player requested account closure or self-exclusion due to gambling problems and the casino failed to act on that request, allowing further deposits and losses. In your case, there is no verifiable evidence that such a request was made or ignored by the casino. Because of this, we are unfortunately unable to pursue a refund of the lost deposits (€3,080) on your behalf.

Regarding chargebacks, we would like to clarify the following. While initiating a chargeback can sometimes result in an account being closed or restricted across multiple operators, this is because chargebacks are commonly associated with fraud or misuse of payment methods from the operators’ perspective. A chargeback is generally intended for situations where a service was not provided or where a transaction was unauthorized.

In this case, the gambling service was available and used, and the funds were lost during normal gameplay. For this reason, pursuing a chargeback in such circumstances may also be considered unfair toward the casino, as the service was delivered as intended. We therefore do not actively recommend this approach. Any outcome will depend entirely on the bank’s or payment provider’s assessment and falls outside the scope of our intervention.

To summarize:

• The funds were lost during gameplay, not confiscated by the casino.
• There is no evidence of a self-exclusion or account closure request that the casino failed to act upon.
• Without such evidence, we do not have grounds to request or enforce a refund from the casino.

For these reasons, we must reject this complaint, as we are powerless to proceed further under our complaint resolution rules. If you are able to provide new evidence showing that you asked the casino to stop you from playing and this request was ignored, we would be willing to reassess the case.

Thank you for your understanding.

Best regards,

Petronela

Casino.Guru