WILLEMSTAD – A former customer of an online casino licensed under the controversial Curaçao regime has raised serious accusations against EM Group, a company allegedly tasked with managing player complaints, for its role in a case involving suspected fraudulent conduct and mishandling of consumer concerns.
According to a series of emails sent to Curaçao Chronicle, the complainant alleges that EM Group, and specifically its former legal counsel and current Head of Legal Affairs, failed to properly respond to accusations that a casino falsely reported payment information—an act explicitly prohibited in the casino’s own terms and conditions.
Disputed Transaction Timeline Raises Fraud Concerns
The crux of the complaint revolves around a failed financial transaction in March 2025. The player asserts that funds were returned by the bank on March 18 due to a failed transfer, yet the casino reported on March 20 that the transaction had been “confirmed as completed.” A day later, the casino stated the funds were “returned today,” and also claimed to have received a call from the bank—claims that the customer disputes based on bank communications.
The complainant initially reached out to EM Group’s legal representative, Niels Blokland, who replied that “no wrongdoing was found” but later distanced himself, stating he no longer represents the company. The player then directed questions to Cindy Drommond, EM Group’s Head of Legal, who allegedly refused to disclose the outcome of any internal investigation, citing confidentiality.
Account Frozen After Whistleblowing
The situation escalated when, according to the complaint, Drommond ordered the complainant’s account to be frozen, confiscating remaining funds and voiding all previous bonuses—reportedly as retaliation for contacting third parties, including law enforcement and media.
Despite repeated requests for explanation, EM Group has reportedly remained silent, offering no clarification on how it arrived at the conclusion that “no wrongdoing was found.”
EM Group’s Accountability in Question
The email exchange raises questions about EM Group’s role as a higher-level complaint handler within Curaçao’s online gambling framework. Though the company has issued public statements affirming its commitment to transparency and compliance, this case suggests otherwise. The complainant notes that EM Group’s refusal to answer basic questions or acknowledge apparent contradictions in the transaction timeline “proves complicity in the casino’s fraudulent behavior.”
With legal avenues in Curaçao difficult to access for international complainants, the matter underscores the growing call for regulatory overhaul and independent oversight in Curaçao’s online gambling sector—a system long criticized for lax enforcement and opacity.
