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Hi this casino preys on the addict ! I'm writing this complaint to allow the next user some valid information ! I was allowed to spend huge sums of money in short periods of time then when I wanted to self exclude long before I actually did you was only allowed to take a cooling off period for 24 hours and then if your lucky you will get an email 24 hours later once your cooling off period is over asking you if you would like to extend your exclusion ! Obviously the intentions I.had 24 hours before this had now changed as a collmpulsilive gambler and I had easily convinced my self I can get this money back ! I only received this email to extend my exclusion once after about 5 24 hour cooling off periods ! After the 3rd time of excluding my self and it only lasting 24 hours I started looking into why I can't pick 5 years from the start but they obviously know what they are doing and it stats in t and cs that when you apply for permanent exclusion you'll be given a 24 hour cool off then you'll be sent an email to extend it or go back to gambling !! It was like the worst thing you can do to a problem gambler cause just like gambling it takes all your might to press collect it takes all your might to accept defeat and follow through with a permanent exclusion ! Given 24 hours to follow through with that decision and being heavily down you are not following through with your exclusion!! I know alot will not understand but this casino fully understands . This sum was in a very short space of time and I had self exclude a minimum of 5 times but as I say I was unable to make it past the 24 hour period with out going back on my intentions ! I panicked and I just needed to stop my actions but as I said I was totally denied at every opportunity

Dear Iron1988,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Self-exclusion Policy and I found this:

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at our email support@ninewin.com and inform us about your decision to stop gambling at ninewin.com for a certain period or forever.

Do you currently have access to your casino account? Have you informed the casino support about your gambling addiction? Could you please forward me the self-exclusion request(s) that you sent to the casino? My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Iron1988,

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.