NineCasino - Player requesting refund due to delay in self-exclusion process.

Dear, I've had enough of these Curacao-based casinos... After betting on a situation with a casino that had banned me, I tried to log in and they let me deposit money before realizing their mistake... Unfortunately, this led to me starting to gamble again. I came across another fraudulent casino... of course, I lost money and asked for self-exclusion due to my gambling addiction, but the chat function does not even exist, it's a virtual BOT. So, I sent emails and they responded and excluded me after 3 days and I sent many emails during those 3 days. I want a refund of my deposits made after the email was sent since their response was delayed. It's not right that these scammers are ruining peoples' lives like this, I am attaching a screenshot for your reference

Hello  luxor83,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nine Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how much did you deposit after you requested for exclusion? Did you have any remaining balance on your account when it got closed? When was the last time you spoke to the casino and what was it about?

Please note that the standard self-exclusion process takes up to 48 hours and the casino is not responsible for your deposits during that time.

Looking forward to your answer.

Regards,

Nick

Dear people, you must not play their game. It took them 3 days. They even admit it in chat. Then anyway from their regulation they say that they respond within 24 hours maximum. And in any case in chat they must take action immediately or in any case have a section to exclude themselves like the Italian ones. I attach screenshots of their admission

Hello luxor83,

As you have requested the self-exclusion on weekend, not even one working day has passed and the casino closed your account. Based on all the evidence so far, the casino did everything correctly and according to their terms.

Is there anything else we can assist you? If not, the complaint will be closed.

Also please keep in mind my previous post that it takes 2 working days to exclude an account as specially if you request it on Friday or during weekends as the casino staff may be short and they have dozens of request every day.

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.