Ninja Casino SE - Player’s self-exclusion is ignored by the casino.

Previously, I requested a permanent self-exclusion due to gambling issues and was self-excluded.

Suddenly, I received an advertisement in my email from Ninja Casino.

I was suddenly able to log in and lost 20,000.

I contacted Ninja, and they do not intend to refund me.

This is because they have changed their license. It seems to be becoming more common to attract problem gamblers back.

But if I requested a permanent self-exclusion from the company, shouldn't I be able to rely on that?

Dear jolle,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems). 

Could you please advise if you have requested a self-exclusion from Ninja Casino SE directly?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Dominika

On 2024-04-19 I received an email from Ninja casino confirming that I would not be able to play while I was self-excluded.

Despite that, I was able to open this fall/winter and lose big.

They answer that the casino has changed its license again (which is very popular these days, probably so that suspended players can play again). Therefore, they have no responsibility. But I think that if you take over a license, you should fulfill the commitment)

This is how Ninja casino answered me on 2024-04-19:

We have received your request for self-exclusion and are in the process of removing your information from our advertising databases.

Your account(s) will be restricted during the self-lock period. Once this period is over, you can apply to reactivate your account(s) by contacting our customer service.

Please note that the self-exclusion is a mutual agreement that we will do everything we can to prevent you from opening new accounts. We also want to avoid you from violating the self-exclusion agreement by playing with us.

If you breach the agreement by, for example, changing information that gives you the chance to continue playing, opening new accounts and/or automatic checks and/or IT or software does not detect your attempts to bypass your self-exclusion, we are not obliged to refund any deposits, winnings or other credits associated with this activity.

We recommend that you block yourself from further gambling accounts and seek help from one of the many available support organizations.

You can also self-exclude yourself from all national gambling sites here .

For further information on what a self-exclusion is, please visit our responsible gambling pages which are available via the help section of our website.

If you have any further questions, please feel free to contact our customer service .

Thanks,

Your Ninja Casino team

Dear jolle, would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

This was done in the chat so no email.

Ninja casino does not deny that I was self-excluded. They deny responsibility. They claim that when they change to a new license, their responsibility towards the player disappears

But I have shown you confirmation of self-exclusion. I can also forward this email to you.

Dear jolle, did you specify how long you'd like your account to remain closed back in April?

Did you apply to reactivate your account by contacting their customer service?

When exactly was your casino account reopened?

Could you please share your communication with the casino regarding the license change? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I know I was excluded myself for at least a year. The account was opened after about 5 months

Dear jolle, did you contact customer service to reactivate your account?

I haven't received any communication from you with the casino, except for the account closure confirmation.

Sent to you

Dear jolle, did your account close in April and reopen in November as stated in your email to the casino? How did you manage to reopen it?

Yes, these time indications should be reasonably accurate.

I logged in to check if my balance was 0, then I discovered that there were no more limits.

Dear jolle, can you confirm your casino account is closed?

Yes it is closed now

Dear jolle,

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.