I lost a lot on this casino. A few months ago I wanted to close my account, self exclude myself. They didnt do it, keep talking about my vip manager or whatever that is. They are also not allowed to provide the casino in the Netherlands.
When I talk to the live chat again they tell me to ask for a refund.
Suddenly I get a mail about KYC and they need my papers for the refund. I sended everything and then they just ignore.
Hey there.
Thank you for sharing your experience with us. I'd like to mention your complaint so we can all follow your progress on this serious matter.
Maybe you can reveal a few more details regarding the circumstances. I must say, for instance, that I could use a few hints regarding the refund and the way you asked for the self-exclusion.
The complaint just says, "A player from the Netherlands is unable to self-exclude or close their account and was provided with misleading advice about applying for a refund. Additionally, the casino requested KYC documents for the refund process, which were provided but have been ignored."
Feel free to share more, if that's okay with you.
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An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
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