The player from Germany felt manipulated by the casino, alleging that the manager had encouraged her to make larger bets and deposits despite her losses. After losing approximately 4,000 euros, she found herself in a desperate situation, seeking accountability from the casino's management and regulators but received no support. The Complaints Team concluded that there was insufficient evidence to support her claims of negligence or failure to protect her as a vulnerable player, as she had not explicitly informed the casino of a gambling addiction. Consequently, the request for assistance in recovering her lost deposits could not be pursued.
Nitrobet Casino - Player feels manipulated by the casino.
Amount: €14,000
Nitrobet Casino
Safety Index:LowSafety Index
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4.9
Nitrobet Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 week ago
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2 weeks ago
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I feel manipulated by this casino. I already wrote to the manager on 11/18/24 expressing my distress over losing too much, as at that time I had lost approximately 4,000 euros. Instead of protecting me, he advised me to bet everything on one card. He suggested I make larger deposits and gamble more. Unfortunately, I was not myself anymore and followed his advice. I genuinely believed they wanted to help me, but the more I lost, the less aware I was of my actions. I was desperate to reclaim my money, which only made matters worse. The deposits were made from my mother's account, and when I asked if that was a problem, the manager arranged something to allow deposits/withdrawals from that account. I realize now that I made a tremendous mistake, but when someone is ill and unable to think independently, these things happen. I have written everywhere—to management, the control board, and others—but no one seems to feel any responsibility. I don't know if I’ll find help here, but at least I tried.
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2 weeks ago
Dear Ramona1987,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify if you requested to be self-excluded from this casino due to gambling addiction?
Do you have any screenshots or chat transcripts of your communications with the support chat? If so, kindly post them here, or forward them to me at veronika.f@casino.guru.
Have you lost all the money you deposited from your mother's card?
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
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2 weeks ago
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Hello Veronika,
I sent you all the important chats by email? Did you receive them?
I really hope to get help here at least because nobody feels responsible and this kind of thing can just carry on.
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2 weeks ago
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I have also written to support several times since Monday to say how desperate I am, but it was only on Wednesday that I managed to get the account stopped. Of course I also lost money during that time. I sent them all the conversations. From 11/18/24 they were aware of the situation I was in and at no point was an exclusion or limit suggested. Of course I could have stopped playing but when you have already lost so much money you want to win it back somehow and hope for it. Mom can't say addicts try two instead of one and if it goes wrong say you could have said no. All of my statements, gaming behavior and deposit speed - sometimes 1000 euros in an hour - were clearly recognizable. I think what more can you say than that you can't go on or that you are desperately waiting for a payout because otherwise you can't even buy bread... what more can you say? The casino should have reacted as a duty to its players. Without mentioning that they accepted the deposit/withdrawal from my mother's account even though I had written that I would not receive a photo of my mother for confirmation. The manager then arranged for it to work. I no longer understood anything. I was like a zombie. I even wrote to them that I feel bad, that I feel dead inside. Nobody reacted... nobody! I want nothing but the money that I deposited. I want to finally end this and start a new life, away from casinos and this illness, especially for my little daughter who needs me more now than ever. I beg you to give me this chance and to leave everything behind me. The loss of 14,000 euros is crucial for me. I am completely in debt and penniless at the moment except for the money that belongs to my mother.
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2 weeks ago
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There is one thing I would like to make public in the hope that nitrobet reads it:
Today my daughter had her operation (you know this very well) and when she woke up from the anesthesia I was crying and she said to me: Mom, why are you crying? I promised you I would stay with you... Then I understood that I would fight and not stop here if the casino thought they would go unpunished for what they had done. I have been writing to them desperately since Monday and have not even received a reply, not even an email as consolation, nothing... completely cold to everything even though they are clearly in the wrong. I made a mistake but they are professionals and are trained to recognize and protect problem gamblers. On their homepage they write in big letters how important the issue is to them... but about ruining me and encouraging deposits from my mother's account... when they should have stopped it immediately. I even asked if that was a problem? They should have blocked it then I would have been looking at a loss of 3,000-4,000 euros and not 14,000 euros. Money that I unfortunately don't even have... I swore to my daughter that I would change... and that she wouldn't have to pay for my mistakes. I want the casino to know that because I'm just being ignored.
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2 weeks ago
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Here is the statement where he arranged the deposit/withdrawal that was not made and was lost again because it was cancelled by the management of my mother's account. He then arranged for me to continue paying in and reach the total of 14,000 euros. That was on November 19, 2024.
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2 weeks ago
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proof 2: act strategically and instead of depositing 200 euros, deposit 500 euros and play 5 euros.
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2 weeks ago
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proof 3: I tell him I don't have the money, I can't lose any more. I made a huge mistake
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2 weeks ago
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further chat: I have lost too much, I can't go on. I am desperate and to tell the truth I am not feeling well anymore... What else can you say as a problem gambler? That was on 20.11.24 and the loss was around 5500 euros
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2 weeks ago
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Hello,
I beg you to help me. I don't know what to do right now
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1 week ago
Dear Ramona1987,
As I mentioned in my email, I am deeply sorry to inform you that we are unable to assist you further with this matter.
After reviewing the WhatsApp conversations between you and your VIP manager, it is evident that you did not explicitly inform the casino of a gambling addiction. Your VIP manager asked multiple times during your losses if you wanted to stop playing or try different strategies instead. This does not qualify as evidence of negligence or failure to protect a vulnerable player.
I understand you sent a message on 26 November requesting your account to be blocked, citing financial difficulties, but the phrasing ("I want to close my account, I'm broke, I don't have a single euro left") does not clearly indicate a gambling addiction. Unfortunately, without explicitly stating the issue, we are unable to confront the casino and demand your lost deposits to be returned. Additionally, the message was sent when your agent was on vacation. Moreover, according to the information on the casino website, self-exclusion requests should be directed to support@nitrobetcasino.com.
At Casino Guru, we must adhere to strict procedures, particularly regarding deposit refunds. We are only able to assist players who explicitly acknowledge their gambling addiction and can demonstrate that the casino ignored their requests for self-exclusion or failed in their duty to protect them. In this case, the evidence does not support such claims.
Additionally, I must address the issue of using your mother's card for deposits. This action violates casino rules and international regulations. From the WhatsApp exchanges, it does not appear that your VIP manager encouraged this behavior; rather, it seems to have been a decision you made independently.
I truly empathize with your situation and understand how challenging this time must be for you. I strongly encourage you to seek professional assistance to address your difficulties. Unfortunately, due to the lack of sufficient evidence, we cannot take further action in this case.
I am deeply sorry that we cannot provide more help, and I wish you strength and clarity moving forward.
Best regards,
Veronika
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