Holland Casino - Player criticizes casino for lack of responsible gambling measures.

Played in their halls and lost thousands of euros, after exiting their hall I went online on their website and was allowed to lose 5000 euro in a few minutes again. I have an addiction but told them I have not so I could keep playing when they blocked my account online after losing the 5000. But I find it quite ridiculous that I was allowed to play online after losing so much in their physical halls. Duty of care kicked in way too late after losing so much.

Hello Interstellar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you ever request for self-exclusion or account closure?

Also please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Dear Interstellar,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.