The player from Finland claimed that the casino closed his account without refunding his money after he chased losses, despite having contacted them multiple times about his situation. He felt that the casino's response was inappropriate considering his young age and inadequate responsible gambling tools, and he sought assistance in resolving his issue. The Complaints Team concluded that the complaint was rejected due to the player's responsibility for account security and the circumstances surrounding the account's use.
Nubet Casino - Player’s account has been closed without refund.
Amount: €3,000
Nubet Casino
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7.6
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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3 months ago
Translation
I registered on their site right after I turned 18, as I came across their casino being promoted by a streamer. I mistakenly played at the casino several times and couldn’t win, so I chased my losses to get at least some of my money back. When I ran out of money, I contacted the casino, and I believe they noticed that I had lost money and was playing unusually actively, especially for someone who had just turned 18. However, they did not close my account; instead, they basically laughed at the matter. Eventually, I got more money, which I again spent on their site, but still didn’t win and chased my losses once more. I contacted them again, and this time they did close my account, but they refused to return my money, which I find very inappropriate, especially considering my young age and their extremely inadequate responsible gambling tools. Moreover, after my initial contact in which they didn’t realize they should close my account and just laughed it off.
They also ceased all communication with me and didn’t guide me on how to submit any complaint or anything else. Therefore, I am asking for your help with my situation, what should I do? Are you possibly capable of assisting and getting in touch with the casino?
Automatic translation:
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3 months ago
Dear MarkoBoyy,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and a casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
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3 months ago
Translation
I sent you the first contact with the casino regarding the matter
Automatic translation:
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3 months ago
Dear MarkoBoyy, you mentioned that you registered right after turning 18. However, in your communication with the casino, you stated that you managed to register while underage. Which statement is accurate? Also, did you have any balance in your casino account at the time it was closed?
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3 months ago
Translation
I had just turned 18 and I was in contact from underage because my underage sibling was able to use my account, but they did not regulate it in any way and this drove me to chase the losses that had been made on the account.
I don't think the account had a sldo at the time of closing
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3 months ago
Dear MarkoBoyy, please remember that you are solely responsible for keeping your login credentials safe and not allowing anyone to access your casino account.
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.
