NineWin Casino - Player complains about unfair deposit practices.

I belive that the casino hasn't been fair with me.

Accordingly with the UK gambling rules an casino should put limits at deposit after an certain amount played in a day or an week and Ninewin let me played more then £48.000 without any restrictions. Also i believe that is an huge amount to not giving back anymore. On UK laws that this casino should supposed to stop me playing i want to go forward and claim my loss back. I understand that they have to win as well, i am not aspecting all the money but at least half or 3 quarter i think it should be fair to ask for as they didn't done anything to worry about why is spending this much and no tools of safety gambling at all and as some of us are addictive to play this tools should be in hand.

Dear Gigilik,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nine Win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise when you registered an account in the casino? Is your account in the casino currently accessible to you?
• Could you please specify how much your withdrawable balance is in the casino?
• Have you informed the casino about suffering from any gambling problems?
• Have you asked the casino for a refund already? With what result?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi

I replied by email

Please note that if you are suffering from gambling problems, you need to inform the casino so the casino might protect you.

If the casino wasn't informed about your gambling problems, you are responsible for any wins and losses.

If you haven't done so already, I recommend you request a self-exclusion due to gambling problems.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email Subject should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Nine Win Casino Support,

I’m writing to inform you that I wish to be excluded immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@ninewin.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments. Thank you in advance for your reply.

Dear Gigilik,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.