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Subject: Complaint Regarding Refusal to Refund My Lost Funds in Accordance with Dutch Law

Dear Sir/Madam,

I am writing to express my deep disappointment and frustration regarding the treatment I have received at your casino. My name is [Your Name], and I am one of your former players. Over a period of time, I regularly engaged in activities on your platform, and unfortunately, I must inform you that my experience has been anything but positive.

The specific issue I have encountered is the inability to cash out my winnings, and even worse, the loss of substantial amounts of money. To my surprise, I recently discovered that your casino does not hold a license in the Netherlands and that Dutch players are excluded from participating in your platform. This crucial fact was unknown to me at the time I commenced playing.

As a result of this discovery, I realized that not only do I have the right to reclaim my losses, but you as a casino are legally obligated to refund them. According to Dutch legislation, unauthorized gambling operators are required to refund all losses incurred by Dutch players. In total, I have lost more than €22,000 on your platform.

Despite my repeated requests, your casino has refused to comply with Dutch law and refund the money I am entitled to. Therefore, I have initiated legal proceedings against your casino to ensure that I receive the funds owed to me in accordance with the law.

I urge you to reconsider your stance on this matter and honor your legal obligations by promptly refunding the entirety of my deposited funds. Failure to do so will result in further legal action being taken against your company.

I look forward to your prompt response and a swift resolution to this matter.

Yours sincerely,

Mohamed

Dear mobtx123,

Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue.

However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.  

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country.

Please understand that we are not an agency with the authority to dictate refund policies to casinos operating without the appropriate license in players' countries of residence.

I wish I could offer more assistance in this matter.

For future reference, I strongly recommend searching for licensed casinos only through our website to avoid any misunderstandings.

If any of your funds have been confiscated due to your country of residence, we would certainly do our best to assist you in recovering them. I apologize for any inconvenience caused, but we cannot compel the casino to refund your lost funds, as you lost them fairly. Even if the casino held a Dutch license, it would not impact your chances of winning or improving the RTP.

Please understand that we are not an agency with the authority to dictate refund policies to casinos operating without the appropriate license in players' countries of residence. I wish I could offer more assistance in this matter.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear mobtx123,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.