HomeComplaintsNational Casino - Player lost money due to faulty self exclusion.

National Casino - Player lost money due to faulty self exclusion.

Amount: €130

National Casino
Safety Index:Above average
Submitted: 11 Jan 2024 | Case closed : 26 Jan 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

9 months ago

The player from Hamburg claimed to have lost 130 Euros on Natiocasino1 due to being allowed to play despite self-exclusion. The player demanded a refund of the deposited money. However, despite our attempts to understand the situation better and resolve the issue, the player did not respond to our queries. As a result, we were unable to investigate further and had to reject the complaint.

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9 months ago
Translation

Despite self-exclusion, I was able to play in this very questionable online casino and lost 130 Euros within an hour!

Therefore, I demand my deposited money back!

And I live in Germany.


The name is Natiocasino1.

Automatic translation:
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9 months ago

Hello tannyb74,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account? Did you contact the casino's support directly in order to self-exclude your account? Did they ever close your account? How long after your request did you deposit again?

Thank you very much in advance for your reply.

Best regards,

Nick

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9 months ago

Dear tannyb74,

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.

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9 months ago

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.

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