WILLEMSTAD – EM Group, a Curaçao-based compliance service provider in the online gambling industry, is under renewed scrutiny following a series of detailed and forceful complaints submitted to Curaçao Chronicle. EM Group and associated individuals are being accused of actively participating in fraudulent behavior, mishandling a casino complaint process, and refusing to respond to critical questions.
Unanswered Emails and Auto-Replies
The individual claims to have sent multiple inquiries to EM Group representatives George Bergmann and Cindy Drommond, as well as to the company’s compliance department, with all emails either ignored or met with automated out-of-office responses. Despite also submitting a formal inquiry via EM Group’s contact form, no substantive reply was received.
Accusations of False Reporting and Account Freezing
The complaint centers around a March 2023 incident in which a casino client’s funds were allegedly reported as “returned” on March 21, despite evidence showing that the transfer had already been reversed by the bank on March 18. The complainant argues this misreporting constitutes deliberate falsification, further claiming that no communication between the bank and the casino operator occurred on the day EM Group stated otherwise.
Additionally, screenshots submitted to Curaçao Chronicle allegedly show that the complainant’s casino account was frozen on EM Group’s instructions, with one image showing the site’s interface at the time of the freeze and another captured recently to demonstrate the continued lockout.
Contradiction With EM Group’s Public Statements
The complainant highlights inconsistencies between EM Group’s statements to the media and their documented actions. In a June 11 article, EM Group told Curaçao Chronicle that it had "made multiple attempts to assist the player" and was not responsible for the casino’s operations. However, the writer insists this is false, pointing to repeated refusals to answer direct questions and to the company’s earlier listing of the casino certification as “valid,” which was later quietly changed to “invalid.”
A quote from EM Group’s George Bergmann in Casino News is also contested. Bergmann had stated, “I am not aware of any bad actors operating in this space... I have not seen any such cases myself.” The complainant labels this claim a lie, asserting that EM Group’s refusal to acknowledge wrongdoing is part of a deliberate cover-up to avoid liability under the casino’s own terms and conditions, which prohibit fraud.
Legal and Ethical Concerns
The complainant also notes that EM Group employees are presented on the company’s website as having legal backgrounds and prior experience in law firms, suggesting they should be fully aware that withholding the truth or misrepresenting facts to extract funds is a criminal act.
The criticism goes further, arguing that the pattern of silence and deflection suggests systemic misconduct:
“Even an ordinary person knows that lying to extract money or goods is a crime. The fact that no one responds clearly shows that this is fraudulent conduct carried out by the entire company,” the complainant writes.
Ongoing Evidence and Public Appeal
Curaçao Chronicle has confirmed receipt of several documents and screenshots from the complainant, who pledges to continue submitting evidence of alleged misconduct by EM Group and the casino unless the company provides a formal explanation and apology.
This case raises serious concerns about the transparency and accountability of licensed service providers operating under Curaçao’s online gambling framework. As the jurisdiction continues working toward regulatory reform, questions like these highlight the urgent need for clearer oversight and stronger enforcement mechanisms.
