The player from Netherlands had registered with Cruks, a Dutch system to prevent gambling, but was still able to deposit and gamble approximately 1,000 EURO at their online site. Despite having raised this issue with the casino and having waited for an investigation for 2 months, the player had not received any updates or refund. The player was advised by the Complaints Team to directly contact CRUKS for refund eligibility, as it operated independently with its own set of criteria. The player then contacted the KSA and was advised to take legal steps. After some correspondence and extension of the complaint's resolution timeframe, the player informed that the issue had been resolved. Consequently, the complaint was closed as 'resolved' by the Complaints Team.
Holland Casino - Player gambled despite self-exclusion, wants refund.
Amount: €1,000
Holland Casino
Safety Index:HighCase closed
RESOLVED
Case summary
After registering with Cruks around October 2023 (which is a Dutch system to prevent you from gambling at all LEGAL physical and online casinos), I was still able to deposit and gamble approximately 1000 EURO on their online site.
After raising this with the online chat service as well as in writing via customer service via email, they said they would investigate this.
2 months later I have still not had a single update and no refund of my money.
I only receive automated emails and the same answer over and over again, for a casino run by the government this is too ridiculous for words and it should not take this long at all and I am immediately reclaiming all the unjustified money I have been able to deposit/gamble during my cruks registration!
Dear qbpp4zhwqs,
Thank you for submitting your complaint, and I'm sorry to hear about the issue you're facing. In the past, we have handled CRUKS-related cases, but we have received guidance suggesting that it is best for players to directly contact CRUKS at https://cruksregister.nl/contact. Regrettably, we are not privy to the specific procedures and methods CRUKS employs to verify eligibility for refunds among registered users. While we have our own self-exclusion procedures, CRUKS operates independently and employs its own set of criteria, which we are not acquainted with. Consequently, it is beyond our ability to assess such cases.
If there are any further developments regarding your case in the future, please don't hesitate to contact me at petronela.k@casino.guru, and I will update this thread accordingly. Once again, I wish we could offer more assistance.
Kindly inform me of your preferred course of action.
Best regards,
Petronela
I simply believe that a casino that is run by the government should adhere to the rules imposed by its own government. nevertheless, their systems should have seen that I am registered and not allow my deposits and when confronted with the facts, faster case processing and refund
But I Will contact cruks itself Because this is taking to long
Hi qbpp4zhwqs,
Could you please keep me informed about any further developments?
Thank you.
I contacted the KSA and the only thing I can do is take legal steps or contact a lawyer.
For a small amount of 1000e i think this is ridiculous and Holland Casino should be handling this situation quicker .
Hi qbpp4zhwqs,
Could you please forward your CRUKS registration and any relevant communication to petronela.k@casino.guru?
Thank you.
Dear qbpp4zhwqs,
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.
Hi qbpp4zhwqs,
I apologize for the delayed response. Could you please forward your registration and any relevant communication in better quality? I'm afraid I'm unable to analyze it properly from the forwarded screenshots.
Thank you.
Already resolved can you make the screenshots locked Because of sensitive information. Thank you!
Thank you, qbpp4zhwqs, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
PS: Your response containing the screenshots is marked as sensitive, visible only to you, the casino, and us. However, if you prefer, I can completely delete them upon your request.
Dear qbpp4zhwqs,
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.
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, qbpp4zhwqs, for your cooperation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
