NineCasino - Player's addiction exploited despite restrictions.

I am writing to express my extreme dissatisfaction and concern regarding the accessibility of gambling services despite my disclosed gambling addiction and subsequent bans from several casinos. Despite my clear history of gambling addiction, Nine Casino allowed me to open an account and continue gambling, resulting in the loss of my entire savings and even funds that were not mine. This reckless disregard for my well-being and responsible gambling practices has placed me in a grave financial crisis and has severely impacted my mental health.

I am deeply troubled by the casino's negligence in preventing me from gambling despite my known addiction. My past bans from other casinos should have served as a clear indication of my inability to control my gambling behavior. However, Nine Casino failed to take these warnings seriously, allowing me to continue gambling and exacerbate my addiction.

As a consequence of this irresponsible action, I have lost my entire savings, a sum that was meant to provide financial security for myself and my family. Moreover, I have gambled away funds that did not belong to me, putting me in a precarious financial situation and potentially exposing myself to legal repercussions.

The financial strain caused by my gambling losses has placed me at risk of losing my home. I am struggling to make ends meet, and the looming threat of homelessness is causing immense stress and anxiety.

Furthermore, the psychological impact of my gambling addiction and the subsequent financial losses have been devastating. I am experiencing severe depression and have had recurring thoughts of suicide. The inability to control my gambling impulses and the financial ruin it has caused have taken a toll on my mental health, leaving me feeling hopeless and despairing.

I demand immediate action from Nine Casino to address the severe consequences of their negligence. I request a full refund of all losses incurred during my gambling activity on the Nine Casino platform. Additionally, I urge the casino to implement stricter measures to prevent individuals with gambling addictions from accessing their services.

Dear Mikael92,

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

Dear Petronela,

Thank you for your prompt response. I did not request a self-exclusion from Nine Casino specifically. However, I would like to emphasize that my gambling addiction was clearly evident from my past bans at other casinos. These bans should have served as a red flag for Nine Casino, indicating that I was at high risk of gambling harm and should not be allowed to open an account.

The fact that Nine Casino disregarded these warnings and allowed me to gamble on their platform is a clear indication of their negligence and disregard for responsible gambling practices. They failed to take the necessary precautions to protect me from my addiction, and as a result, I have suffered significant financial and emotional losses.

Dear Mikael92,

I'm truly sorry but if you never requested an account closure from this casino we won't be able to help you.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings NineCasino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@ninecasino.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

In the meantime, you also have the option to utilize our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Dear Mikael92,

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.

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.