The player from the United Kingdom had requested a refund because she was registered on Gamstop and believed she should not have been allowed to deposit. The casino had confirmed the refund two weeks earlier but she had not received any feedback or the refund since then. The player had confirmed she closed her account due to gambling issues and was promised a refund. However, the casino was still requesting details she had already provided. The player had deposited around £1180 in total. We had asked for clarification on the exact date she mentioned her gambling addiction to the casino and the amount deposited after that request. Despite extending the timer for response, the player did not provide the required information. As a result, we could not investigate further and had to reject the complaint.
NineCasino - Player's refund issue due to Gamstop.
Amount: £1,189
NineCasino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
I've requested a refund due to being on gamstop and shouldn't have been allowed to even deposit. Was offered a refund 2 weeks ago , I gave bank details for this to be sent to. Not heard anything since had no emails replying just keep getting told its being looked into on live chat. Someone I know got a full refund in less time they requested a refund after me and have got theirs. What is going on with my refund?? Please help
Hello Jessb96,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NineCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when exactly was your account closed? How long after that was the refund promised? How much did you deposit there in total? When was the last time you hear from the casino?
Looking forward to your answer.
Regards,
Nick
Hi
I closed my account on the 29th January 2024 due to gambling issues as advised on live chat.
My refund was promised on the 9th Feb 2024.
I deposited around £1180
I heard from them this morning but still asking for my details which I've given already, and advising refund will stay at 20%
I have requested a full refund as my friend got a full refund who also attends GA with me. Just seems unfair and doesn't seem like I'm getting a refund as of yet.
Thanks
Hello Jessb96,
As the casino does not have UKCG, your gamstop registration has no effect in the casino. Basically, you are entitled for a refund only for the amount deposited 48 hours after requesting a self-exclusion from the casino. Can you please clarify the exact date of mentioning gambling addiction to the casino and how much did you deposit after that request?
If possible, please forward the communication between you and the casino regarding the self-exclusion and refund to nikolas.b@casino.guru.
