Kroon Casino - Unable to resolve tech problem with a bonus, refusing to refund

Hi everyone. I am not 100% sure how this website works but will try to explain my situation very clearly, if I am missing information please let me know. A little longer than 2 years ago I opened an account on Casino Winner (which was then called Kroon Casino) and I have been playing several periods since that time.

When registering, everything went fine and I had good times on this website. Until last Monday when I decided to play while on holiday. I am traveling by car and the route is Holland (my residential home) > Belgium > France > Morocco and the same way back.

During this trip I deposited a few thousand euros and decided to stop playing at a balance of 4200.50 EUR in Morocco. When I wanted to ask some information about withdrawing to my creditcard, I told the support agent I was in Morocco in case she wondered why my Ip-address is different.

Since this moment the agent was responding very slowly and to my surprise she said the following: “I do want to say that I really appreciate you already informing us that you are playing from the beautiful country Morocco. However, you are unfortunately not allowed to log in from there since we are not online in that country”. She then recommended me not to login anymore until I get back in NL (Holland).

I started asking for more information about this matter and a couple minutes later my account got restricted (couldn’t login anymore) and I had an unpleasant feeling because my balance was also out of my reach. Me myself do pay a lot of attention to the terms and conditions on forehand and when problems like these occur so I started investigating the t&c’s.

So basically the terms and conditions say the following: see chapter five in the following link https://www.casinowinner.com/en/support/terms-and-conditions.

The important part is that it says ‘not resident in Morocco.’ Now personally I know this is not the case for me because I live in the Netherlands. In the above text resident is used in a phrase with restricted countries of residence so it refers to people living in these countries. To make sure I looked up the definition.

Resident: a person who lives or has their home in a place

(Source: https://dictionary.cambridge.org/dictionary/english/resident).

To keep a long story short I would like my full balance at the moment (4200.50 EUR) to be sent to my creditcard/bank account for the following reasons:

1. I am not resident in Morocco, but only here for a few days on holiday as a vacationer.

Vacationer: a person who is on holiday away from where they usually live (Source: https://dictionary.cambridge.org/dictionary/english/vacationer).

2. I have been living in The Netherlands for my entire life where I also registered my account from and I am a Dutch citizen and have my residential address and basically everything in NL.

3. In a chat with a support agent of Casino Winner I was told: “you are unfortunately not allowed to log in from there since we are not online in that country”. << this is nowhere to be found in the terms and conditions which I agreed to. The t&c only says you must not be resident in *list of countries*.

>See screenshot nr.1



Also see screenshot nr.2 of the same chat and supportagent basically confirming and stating it a fact that I am not a resident: (pink is me)

^Sorry for my tone in the ss I was and am quite annoyed.

Sidenote: I have also already asked for an opinion of a support agent of AskGamblers and this is what was said: (yellow is me) >See screenshot nr.3

^leave has to be live*

To sum everything up, I have not breached the terms and conditions. Based on what the support agents say in the chats I find the t&c’s misleading and can not see that I have done something wrong. I am using this platform to get the right solution based on my arguments and hopefully get my honest earned amount of 4200.50 EUR sent to my creditcard or bank account as soon as possible.