The player from Bulgaria, who had a gambling restriction due to being an addict, lost 20,000 BGN on ninecasino.com, which did not verify his restrictions. He requested a refund due to the site allowing him to gamble despite his self-exclusion. The Complaints Team was unable to investigate further as the player did not respond to requests for additional information, which led to the rejection of the complaint.
NineCasino - Player seeks refund due to gambling restrictions.
Amount: 20,000 лв
NineCasino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
Hello,
I have a gambling restriction in my country, Bulgaria. I cannot access any Bulgarian gambling sites. By pure chance, I found ninecasino.com. This site did not verify whether I had any restrictions, despite my being a gambling addict. I am contesting the amount of 20,000 BGN that I lost because this site allowed me to play even though I have restrictions.
I have an enormous amount of debt that I cannot repay, and the bank is going to take my apartment. Please review my complaint and refund my money.
Automatic translation:
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1 month ago
Hello Kalinkanev,
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 if your account is already verified and if yes, since when exactly? Did you ever request for self-exclusion in NineCasino or mentioned gambling addiction to them? When was the last time you spoke to the casino and what was it about?
Please note that it is the player's responsibility where do their register and casinos do not block players based on their country regulation. They restrict or allow players based on their license and it is up to the player to know it's country regulations.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
I have limitations up close. 2 years
the site let me play didn't check me if a
I have a gambling problem.
I want to return all the lost deposits that I made and they took my money illegally
Automatic translation:
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1 month ago
Hello Kalinkanev,
Did you request for self-exclusion from the casino directly?
If not, you are not entitled for any kind of refund.
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1 month ago
Translation
Many times I have written to the support that I want to turn it off, but they do not do it.
Automatic translation:
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1 month ago
Hello Kalinkanev,
Please forward the e-mail in which you requested for exclusion from the casino to nikolas.b@casino.guru.
