The player from Germany, who had an OASIS self-exclusion ban, was able to play at Ninecasino and lost 2100€. The player had not received a response from the casino about their refund request and account deactivation. The player had informed the casino about his gambling problem on January 24th, 2024, and his account was blocked the following day. However, the casino had rejected the player's refund request, citing their Curacao license which overrode the OASIS block. We had explained to the player that the OASIS block only pertained to casinos licensed by Germany and that we had limited options to assist him due to the circumstances. Consequently, the complaint was deemed unjustified and was rejected.
NineCasino - Player with self-exclusion was allowed to play and lost money.
Amount: €2,100
NineCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 month ago
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3 months ago
Translation
Hello 👋
In a nutshell, I am banned from all gambling activities in Germany via OASIS.
Regardless, I could play on Ninecasino without any checks. Unfortunately, I have a self-exclusion ban for a reason. I suffered a loss (amounts already paid out deducted) of 2100€.
I have now researched and spoken to my lawyer. I have a right to recover my losses since I shouldn't have been allowed to play.
However, before resorting to hiring a lawyer, I asked the casino to resolve this issue without going to court by refunding my losses and deactivating my account. My account was also blocked at my request.
Unfortunately, so far, I have received no response to my emails, thus I am asking here for advice and help.
I thank you in advance for your help.
Kind regards,
Automatic translation:
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3 months ago
Dear PhilippK0312,
Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem.
I’m sure that you are aware of the geolocation of OASIS operation:
"The OASIS player blocking system is being introduced in line with the provisions of the State Gambling Agreement (GlüNeuRStV), according to which legal online gambling is allowed throughout Germany."
Opting for a casino with a Curaçao eGaming license makes it challenging to achieve a resolution that meets your expectations.
- Could you please advise when you informed the casino about your gambling problem and when was your account blocked?
- Any relevant communication can be forwarded to petronela.k@casino.guru.
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
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3 months ago
Translation
No, actually I've never heard of it and thought I'd be safe with an Oasis lock.
On January 24th, 2024 I sent the casino 2 emails and described my problem. I also wrote in the emails that I was requesting a ban.
I sent them both emails.
Automatic translation:
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2 months ago
Hi PhilippK0312,
Thank you for forwarding the relevant communication.
- Could you please advise when was your NineCasino account blocked?
Looking forward to hearing from you.
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2 months ago
Translation
On January 25, 2024
The casino site replied to me. They want proof of my OASIS lock for further investigation.
I will send it there as quickly as possible.
Automatic translation:
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2 months ago
Hi PhilippK0312,
Thank you for the update, please keep me informed about any further developments.
Looking forward to hearing from you.
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2 months ago
Dear PhilippK0312,
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.
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2 months ago
Translation
Hello.
In fact, an OASIS lock can be overridden with a license. Works great again.
The casino rejected my request citing their license.
Automatic translation:
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2 months ago
Hi PhilippK0312,
As previously stated, the OASIS block only pertains to casinos licensed by Germany. Given that you selected a casino licensed by Curacao, your OASIS block holds little significance in this particular instance. Since you requested self-exclusion from this casino on January 24th and your account was subsequently blocked the following day, there are limited options available for us to assist you.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 months ago
Dear PhilippK0312,
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.
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1 month ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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