Dear Poolhero,
I understand your frustration, but as I mentioned previously it is not an industry standard for Curacao-licensed casinos to blacklist/block right away a certain player in all the casinos within the same group without a KYC check yet. The KYC is by default engaged only after the player submits a withdrawal request, and when during the KYC check it is established that you have previously closed your account because of game addiction the casino can void your winnings, they have to return the initial deposit, (which they have done) and apply a blacklist/block. It should be in your own interest and your own protection not to open casino accounts or if you feel you can control your game addiction, to check with the casino support first if you can freely play in that particular casino before opening an account and depositing your money. The multiple accounts were mentioned in regards to that you had an account at CosmicSlots and SpinsBro Casino which are in the same group, and the account in CosmicSlots was closed because of the game addiction, thus you should not open another account.
Again, I can agree with you, that ideally, the casino should have not allowed you to open an account, but sadly this is not yet the industry standard for Curacao-licensed casinos.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry, we were not able to help you with this one.
As SpinsBro Casino Team mentioned Smokace casino is NOT under their management and you have already submitted a separate complaint on Smokace casino, so I kindly ask you to post relevant information to that complaint thread as this complaint will now be closed.
I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Dear Poolhero,
I understand your frustration, but as I mentioned previously it is not an industry standard for Curacao-licensed casinos to blacklist/block right away a certain player in all the casinos within the same group without a KYC check yet. The KYC is by default engaged only after the player submits a withdrawal request, and when during the KYC check it is established that you have previously closed your account because of game addiction the casino can void your winnings, they have to return the initial deposit, (which they have done) and apply a blacklist/block. It should be in your own interest and your own protection not to open casino accounts or if you feel you can control your game addiction, to check with the casino support first if you can freely play in that particular casino before opening an account and depositing your money. The multiple accounts were mentioned in regards to that you had an account at CosmicSlots and SpinsBro Casino which are in the same group, and the account in CosmicSlots was closed because of the game addiction, thus you should not open another account.
Again, I can agree with you, that ideally, the casino should have not allowed you to open an account, but sadly this is not yet the industry standard for Curacao-licensed casinos.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry, we were not able to help you with this one.
As SpinsBro Casino Team mentioned Smokace casino is NOT under their management and you have already submitted a separate complaint on Smokace casino, so I kindly ask you to post relevant information to that complaint thread as this complaint will now be closed.
I am sorry we could not be of more help on this occasion.
Best regards,
Michal