The player from the UK had requested a self-exclusion. Unfortunately, the enquiry was ignored. The player, who had already signed up to an international self-exclusion program, had informed the casino about this. The casino had requested evidence and the player's bank details for a refund, but then stopped responding to the player's emails. We had attempted to investigate the issue further, but the player did not respond to our messages. Therefore, we had to reject the complaint due to lack of communication from the player's side. Despite this, the complaint could be reopened if the player decided to resume communication.
Nine Win Casino - Player’s attempt to self-exclude from the casino has been overlooked.
Amount: ??
Nine Win Casino
Safety Index:Above averageSafety Index
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6.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
https://uk.trustpilot.com/reviews/661aba6abd2d66bf11fb07a8
This so called legitimate company allowed me to register and deposit several hundreds of pounds whilst having an active status on an international self exclusion program!
When making them aware of this they asked for evidence which I sent.
In addition to this I also supplied evidence that I have a gambling block on my bank account and provided them significant evidence of my ongoing difficulties with bipolar and real challenges that the symptoms present with reckless and impulsive behaviour.
They recognised my self exclusion evidence and admitted their failure to protect me and asked for my international banking credentials so that they could submit a full refund along with a satisfactory level of compensation.
I provided them with the information.
I have received one more email stating that they had passed this on to the responsible department!
I have heard nothing since even though I have contacted them at least 10 times.
Nothing short of disgusting and out right CRIMINAL!
They are part of large CRIMINAL ENTERPRISE which includes Nine Casino and Jokabet.
Follow this story when it airs on the BBC in mid May.
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7 months ago
Dear Basil500,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru.
- Did you specify in that request for how long you wish your account to be suspended and the reason why?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Dear Basil500,
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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7 months ago
Hi Petronela,
Sorry for the late reply, I have been admitted to hospital on Wednesday after attempting to take my own life.
I think from my initial email you may have misunderstood the circumstances regarding my self exclusion.
I was already signed to an international self exclusion program before I registered with ninewin and still have an active membership with them that started in July 2020 for a period of five years.
when I made ninewin aware of this they asked me to provide evidence which I did, they then asked for my IBAN and swift credentials for them to be able to issue a refund.
After providing them with all the information they requested they have gone quiet and refuse to acknowledge my emails.
I have attached some information you may find helpful.
Best regards,
Sean A*****
Sensitive attachment
Sensitive attachment
6 months ago
Hi Basil500,
I'm really sorry to hear about your difficult situation. I can see that you contacted the casino on the 10th of April 2024. Is this the email that you received on the 7th of April?
Thank you.
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6 months ago
Dear Basil500,
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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6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
