The player’s attempts to close his account have been overlooked. The casino refunded deposits that were made after the player requested self-exclusion, therefore we marked the complaint as resolved.
NineCasino - Failed self-exclusion.
Amount: €400
NineCasino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
The casino deliberately did not delete my account despite repeated requests, even though I clearly mentioned a gambling addiction. In addition, the provider does not observe the limit of € 1000 applicable in Germany for deposits. My account is still open, presumably because the provider clearly recognized my addiction.
Automatic translation:
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3 years ago
Dear Stefan,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the responsible gambling section (https://ninecasino.com/responsible-gaming) and I found this:
"WHAT IS SELF-EXCLUSION?
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 contact@ninecasino.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever.
Please note that if you are self excluded from the casino for indefinite period of time, the funds remaining on balance will be paid according to the casino limits. If you are self excluded for a definite period of time, the funds remaining on balance will be paid according to the casino limits only when a period of self exclusion expires."
Please, forward me your self-exclusion request together with any other relevant communication between you and the casino. My email address is kristina.s@casino.guru.
Additionally, I would like to know if you’ve deposited some money after you sent your self-exclusion request.
I will be waiting for your reply patiently.
Best regards,
Kristina
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3 years ago
Translation
Yes, € 2,400. Lost everything.
The provider also does not adhere to the State Treaty on Gambling, which applies in Germany. It is possible to deposit more than € 1000 with one account.
Edited
Automatic translation:
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3 years ago
Stefan, have you sent me any emails? I still haven't received the self-exclusion request or communication between you and the casino.
Additionally, I would like to point out, that casinos that are not licensed by the German authority, do not have to set any deposit limits. If you wish to receive the best service possible for German players, I recommend you playing in casinos targeting German players which operate with German license.
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3 years ago
Translation
The chats in which I requested the self-committee were not sent to me. It wasn't until the account was closed that I received the last chat via email. Maybe the shipping was blocked deliberately !?
I didn't even receive the € 400 promised via chat. The casino stopped answering me for several days
Automatic translation:
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3 years ago
Stefan, please understand it sometimes takes a little bit longer to apply. If I understand correctly, the casino agreed to return you your deposit in the amount of €400, that you made after the self-exclusion request, which is the correct approach in situations like this.
I also see that the casino asked you if this solution is okay for you. However, I don't see anywhere whether you agreed with this, or not. Could you please clarify whether you accepted this solution?
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3 years ago
Translation
The casino is very slow to report. Overall, several requests were ignored. The chat was never sent to me, despite my request. I only have the history that I have provided. From my point of view, the provider deliberately ignored the inquiries beforehand, because I kept paying. I should now only be reimbursed the € 400 because the other chats in which I have repeatedly requested exclusion are not available.
Automatic translation:
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3 years ago
I am sure you understand that if you have no other proof of requesting self-exclusion, we are not able to support the case. From all the evidence you provided, we believe that you are entitled to a €400 refund.
Please, let us know if you've already informed the casino that you accept this offer.
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3 years ago
Translation
I informed the casino about this. I'm still waiting for confirmation of payment.
It's strange that only the last chat was delivered, isn't it? But of course the casino cannot be blamed.
Automatic translation:
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3 years ago
Thank you for confirmation, Stefan. Please let us know if there is any development regarding the deposit refund. I will keep this complaint until you receive the payment.
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3 years ago
Since we decided that this was the only amount that the casino owed you based on all the available evidence, we will now close this complaint as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
