Ninbet Casino - Player’s account remains open despite self-exclusion request.

Hi I have tried to self exclude from this casino via email and live chat. I have had no response and the account is still open. I am a problem gambler and require account closure.

Dear mrgazza,

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

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

• When did you inform the casino about a gambling problem?
• Could you please forward your self-exclusion request to me? My email is tomas@casino.guru

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

Best regards,

Tomas

Hi

Self exclusion request sent on 29th September

Live chat can't carry out Self exclusion requests

Sent you email of request

Thanks

Gary

Thank you very much, mrgazza, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear mrgazza,

I’m Kubo, and I will be handling your complaint from now on. If there have been any updates regarding your case since the last communication, please feel free to share them with me.

I’ve already contacted the casino representative through external channels to help resolve your issue as quickly as possible, and I’ll keep you informed once I receive a response.

Thank you for your understanding.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear mrgazza,

I’ve received a response from the casino’s support agent stating that your account is currently closed. Could you please confirm if this information is correct?

Yes account is now blocked. Thanks for your assistance

Dear mrgazza,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo