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Account blocked after registration without good reason

Account bloccato dopo registrazione senza giustificato motivo

Dear Nemokid,

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 have deposited any funds into your account or it was blocked before immediately after the registration? Are there any funds being held by the casino?

Thank you in advance for your reply.

Best regards,

Petronela

Registered and account blocked without justified reason. Their internal rule on the possibility of being able to close a gaming account without any motivation infringes the master principles of transparency and fairness of remote gaming, resulting in an offense punishable by law, regardless of what is written in a remote gaming contract. In fact, only in the case of suspected fraud or serious facts, the casino can justifiably resort to the suspension / closure of the customer's gaming account, always and in any case with the right of reply by the latter or of defense through a possible opposition / appeal. I am amazed how the Curacao Gaming Commission (the GCB) allows such things to happen. Petronela could you please indicate me an email from GCB where you can report this serious fact? Thank you.

Registrato ed account bloccato senza giustificato motivo. La loro regola interna sulla possibilità di poter chiudere un conto gioco senza alcuna motivazione ledono i principi maestri di trasparenza e correttezza del gioco a distanza, risultando un illecito punibile per legge, a prescindere da ciò che viene scritto in un contratto di gioco a distanza. Difatti solo in caso di sospetta frode o fatti gravi il casinò può giustificatamente ricorrere alla sospensione/chiusura del conto gioco del cliente sempre e comunquesia con diritto di replica di quest'ultimo ovvero di difesa attraverso un eventuale opposizione/ricorso. Mi meraviglio come la Commissione di gioco di Curacao (la GCB), permetta che accadano tali fatti. Petronela mi potresti indicare cortesemente una email della GCB dove potere segnalare tale grave fatto? Grazie.

I’m afraid you’re wrong. If there are no funds being held and all the winnings have been paid, casinos can close players’ accounts without stating the exact reason. In other words, gambling establishments are not obligated to accept a player.

Still, if you wish to file an official complaint to the Curacao Gaming Authority here is the email address certria@gaminglicences.com but I have to warn you that the outcome might not be to your liking.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.