NineCasino - Player's requesting a refund of his deposits.

I have an ongoing dispute with this casino as I am a UK citizen and resident. I was allowed to open an account and successfully deposit even though I am actively registered with GAMSTOP. Subsequently I complained to them regarding this issue asking for my deposits/(no winnings requested) to be returned as you will understand this is not supporting my illness.

As you will understand the casino came back to me after asking for proof of my self exclusion stating that the details across the accounts do not match and for that reason my refund request had been denied.

Since then I have checked and it is clear to me that this is incorrect and furthermore I have clear evidence stating that.

I have asked chat support for details of my account so I can cross check and reference (even though I know the account details match) and this was refused as they state they can't give this information even though I am asking for my own information.

Looking further into this situation I have gained insight and knowledge that this casino should not accept players from the United Kingdom as per their licence because they are apart of the UKGC which actually makes it illegal for them to successfully recruit players from the United Kingdom. I signed up with my UK phone number and my UK bank account details and was able to deposit (and withdraw a small amount of £50).

I have emailed the casino asking them to re-evaluate this complaint as I do believe they have got this wrong and I will attach all my evidence as below.

Kind Regards,

Dear Samueel23,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with NineCasino.

I checked the casino website and found out it operates under the e-Gaming Curacao license. It doesn't have a UK license, meaning it doesn't have access to the GAMSTOP register.

Could you please advise when exactly you informed the casino about your gambling problem and requested to be self-excluded?

Have you made any deposits into NineCasino after you submitted your self-exclusion request?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good Morning,

I understand the casino has a curacao licence. But under UKGC Regulations they have have breached by actually allowing me to join and deposit being a citizen/resident of the United Kingdom. It is breaking the law. - They should not be doing this (this is breaking the law) I should not of been able to create an account in the first place, let alone deposit funds. I opened the account with UK details such as my telephone number and bank details are all British and this was easily noticeable - the system is flawed as if they had requested ID verification for my account they would of seen that I was an resident of the United Kingdom straight away instead they allowed me to deposit thousands and thousands of pounds when I have an illness and registering with a self exclusion was my only option.

I informed the casino after I had made a few deposits that I would like to raise this complaint as I didn't think it was well when I realised more information on the company and there trading practices I raised the complaint and informed them that I was a member of GAMSTOP.

I requested some compassion and support for my illness and asked them to close my account on receipt/resolution of my complaint this was on around the 11th February.

This was the answer from the chat support yesterday upon querying the resolution as I hadn't received a response.

As you can see here clearly my GAMSTOP exclusion details - the company have not commented that they do not have access to GAMSTOP they have simply said the details do not match (which is not true) and this is the reason for the denial of the refund.

I have received promo material and deposit emails from NineCasino that clearly states my first name as I know my surname is correct. As you will also see both my emails are correct across the two platforms so as per their reasoning there is no reason to block the refund request.

I had requested my account details so I could cross reference them from my side to double check. The chat agent refused to provide me with my account information.

I have sent a long appeal to my complaint resolution (which I can certainly show you) back through to this company as I do not feel this is a just outcome and certainly one that does not represent safe gambling as advertised all over their website.

Kind Regards,

Sam

Dear Samueel23,

I understand that you are frustrated and dissatisfied with the approach of NineCasino. However, we are unable to investigate cases where a player is allowed to open an account in spite of their country being restricted, unless the casino confiscates their winnings as a result. Ideally, the casino should prevent users from restricted countries from accessing their site by using software, rather than simply mentioning it in their Terms and Conditions.

Unfortunately, I must inform you that we at Casino Guru are unable to assist you with complaints related to licensing regulations and policies. While I understand your point, we are not in a position to help you as an independent online casino database that acts as a mediator in resolving player disputes. We have no authority to enforce the legality of rules.

I regret to say that in this instance, we are unable to provide you with assistance, and this complaint will be closed. Thank you for your understanding.