NineCasino - Player's requests a refund of her deposits.

This casino allowed me to join and deposit over £750 in 2 days. When I asked them to close my account due to a gambling addiction and also requested they refund me due to not having a UK licence they refused saying that it’s my responsibility to notify the casino if I am in a jurisdiction that is prohibited by their Curacao licence. Since they sent this email (an hour ago) they now have blocked my jurisdiction and a message comes up saying they do not accept UK residents. They also allowed me to deposit using a credit card via AltPay.

Dear LizzieCG,

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

Please understand casinos licensed outside the United Kingdom, such as casinos licensed in Curacao are not included in the Gamstop self-exclusion scheme and will not be able to protect you from creating an account nor prevent you from depositing.

It's your responsibility to inform the casino about your gambling problem and ask for self-exclusion in such casinos, otherwise casino might not be able to protect you.

Do I understand correctly the casino closed your account and blocked you after you informed them about your gambling issues?

I'll await your reply.

Best regards,

Tomas

Hello

They told me it was my responsibility to let them know if I live in a jurisdiction that they are prohibited from providing services in, bearing in mind they had UK on their registration form.

Since I queried with them that they should not have accepted me or taken my money they have blocked the UK as a jurisdiction and it now gives an error message if you try to register.

They also allowed me to deposit a lot of money in a small period of time. No once did they ask me to provide any documentation as part of their KYC and I’ve also read in their terms and conditions that withdrawals will not be processed if a player from the UK registers, deposits and wins with them so straight away this is false advertising. I have contacted the company who processed the payments as they are gambling payments that they allowed me to use my credit card. This company is a UK company regulated by the FCA. They have told me to speak with the merchant and there’s nothing they will do.

I just think they need to take responsibility and block jurisdiction like they have done now from the start as this then prevents any issues. I feel they didn’t care that UK players are spending money as they know they would never have to pay out if they won.

.

Dear LizzieCG

I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their legitimate winnings. 

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here.

Curacao licensed casinos operate outside of the Gamstop scheme, but they still have their responsible gambling features available for players, namely a self-exclusion due to a gambling problem.

UKGC is one of the few licenses that require casinos to verify players before deposits are made.

If you happen to find yourself in a situation where you register an account in a casino with a license different from UKCG, I strongly recommend you ask for a self-exclusion due to a gambling problem immediately in order to be protected from gambling.

I'll await your reply.

But they accepted me knowing full well they wouldn’t pay out?

As I wrote above, we would investigate and try to help only if the casino would withhold your winnings claiming you played from a restricted country.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am truly sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online other casino in the future.