Nopein Casino - Player seeks refund.

Last year, I went through a very difficult time due to the death of a close one, which resulted in partial memory loss. Recently, after seeking help and reviewing my account information, I discovered that I have spent 33,500 euros at Nopea Casino. I want the casino to be held accountable, as they never asked about my limits or similar details. They have exploited me, resulting in my excessive gambling, and at some point, I self-excluded. This revelation came to light when I contacted the casino. Their terms were never clearly stated, and only now have I found the license information.

I feel extremely taken advantage of and want to get my money back. The Estonian license regulators do not take responsibility, as it belongs to a gambling environment that is not responsible. According to Estonian gambling laws, they have also violated regulations, and based on the casino's own website, they should intervene and claim to value responsibility, but certainly not in my case.

Dear Zanna,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

Self-blocking for responsible gaming: Self-blocking can only be set for a permanent period. The company reserves the right not to remove the permanent self-blocking. We do everything we can to ensure that if a player requests self-ban, he will also not be able to open a new game account on our site. However, if the player succeeds in creating a new game account by providing different information than his previously created game account, or by other means, the player accepts that the company is not responsible for the player's possible losses caused by his use of the company's services. If we find that the player has managed to open a new game account in the ways mentioned by us, we reserve the right to close the game account immediately and keep all possible winnings and bonus money. In such an event, we will return all remaining funds to the player (excluding any winnings, withdrawals or reasonable expenses) to the account from which the deposited funds were received. If the player wants to set a self-block via our customer service, he can do so by contacting us via email at support@nopein.com and stating the reasons for their decision. Self-blocking requested by e-mail does not take effect immediately. We are under no obligation to reimburse the player for any money he has lost playing between the time the request is sent by email and when the request is processed. The player can self-block to all operators registered in Estonia (brick and mortar or online casino) by submitting a request to register on the "Gambling Restricted Players List" (in Estonian: hasartmängu mängimise piirangutega isikute nimekiri or HAMPI nimekiri). This service is intended for Estonian residents. For more information on how to self-block using HAMPI and how to apply, please follow this link.: https://www.emta.ee/en/private-client/e-services-tax-literacy/registers-inquiries/setting-restrictions-gambling. If the player submits his request to HAMPI for self-blocking to us, we will forward it as such to the Estonian Tax and Customs Board immediately. Requests regarding game accounts and self-ban are valid only for the licensed brand of which the player is a customer, and these requests do not apply to other websites we operate.

Could you please forward the self-exclusion request to kristina.s@casino.guru? Do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

This is how they responded to the Estonian license. According to the operator's explanations and evidence, you have requested to close your account on 13 July 2023, and the operator has closed it in accordance with the rules.

Also

At some point after the lockout, I was able to open the firespin pages when I asked for messages between the fastest casinos, and the answer came through the firespin pages. I didn't know anything about that.

I asked for chat messages from the fastest casino, but there were no messages available/didn't go through, but through Firespin, one chat message was the answer. So, I probably haven't really shut out or been told how I managed to shut out.

Thank you for your reply, Zanna. I received your emails, but I don't see any self-exclusion request or message in which you clearly informed the casino about gambling problems. If you have such a message, please forward it to me.

I have put some confusing text where it says the money has been played, feeling cheated and close the casino.

I put a screenshot for you

I also didn't get an answer from the casino as to why they haven't intervened to play in time and have let you play until you run out of money. There are many messages to which I did not receive a response from the casino in any form. I haven't even seen the player history when I requested all the information from them.

If it's really a responsible casino, they've been trained for that, they'd already intervene in some form at the beginning to intervene in the game, ask how things are, etc. And they're certainly trained to recognize risk, people who are in poor health, etc., and not be allowed to visit like this. And especially when you look at the account information form received via zimper logging in for the day is visible, so their responsible gaming unit should wake up and intervene. But no. It already sounds like a fraud company..

I only see that you claimed you were dissatisfied that there were 'no wins'. I regret to inform you that requesting account closure due to a lack of winnings does not constitute valid grounds for refunds or penalizing the casino. Although I sympathize with your situation, the casino bears no responsibility for this matter. The player is the only one responsible for their account, active balance, and all the bets taking place. While we appreciate any casino that detects unusual gambling behavior and prevents a player from further playing, this is not a standard or a requirement for us.

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