NineCasino - Falha na autoexclusão.

The casino deliberately did not delete my account despite repeated requests, even though I clearly mentioned a gambling addiction. In addition, the provider does not observe the limit of € 1000 applicable in Germany for deposits. My account is still open, presumably because the provider clearly recognized my addiction.

Das Casino hat absichtlich, trotz mehrfacher Aufforderung nicht mein Konto gelöscht, obwohl ich deutlichst eine Spielsucht erwähnt habe. Zudem beachtet der Anbieter nicht das in Deutschland geltende Limit von 1000€ für Einzahlungen. Mein Konto ist weiterhin offen, vermutlich, da der Anbieter deutlich meine Sucht erkannt hat.

Dear Stefan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the responsible gambling section (https://ninecasino.com/responsible-gaming) and I found this:

"WHAT IS SELF-EXCLUSION?

Setting Self-exclusion lets us know that we need to take all measures to block your access to your account and make sure that you receive no promotional materials. You may also contact our support team at contact@ninecasino.com and inform us about your decision to stop gambling at the Website for a certain period of time or forever.

Please note that if you are self excluded from the casino for indefinite period of time, the funds remaining on balance will be paid according to the casino limits. If you are self excluded for a definite period of time, the funds remaining on balance will be paid according to the casino limits only when a period of self exclusion expires."

Please, forward me your self-exclusion request together with any other relevant communication between you and the casino. My email address is kristina.s@casino.guru.

Additionally, I would like to know if you’ve deposited some money after you sent your self-exclusion request.

I will be waiting for your reply patiently.

Best regards,

Kristina

Yes, € 2,400. Lost everything.

The provider also does not adhere to the State Treaty on Gambling, which applies in Germany. It is possible to deposit more than € 1000 with one account.

Ja, 2.400 €. Alles verloren.

Der Anbieter hält sich auch nicht an den Glücksspielstaatsvertrag, der in Deutschland gilt. Es ist möglich mit einem Konto mehr als 1000 € einzuzahlen.

Stefan, have you sent me any emails? I still haven't received the self-exclusion request or communication between you and the casino.

Additionally, I would like to point out, that casinos that are not licensed by the German authority, do not have to set any deposit limits. If you wish to receive the best service possible for German players, I recommend you playing in casinos targeting German players which operate with German license.

The chats in which I requested the self-committee were not sent to me. It wasn't until the account was closed that I received the last chat via email. Maybe the shipping was blocked deliberately !?

I didn't even receive the € 400 promised via chat. The casino stopped answering me for several days

Die Chats, in denen ich den Selbstausschuss beantragt habe, wurden mir nicht zugesendet. Erst als das Konto geschlossen wurde, habe ich den letzten Chat per Email erhalten. Vielleicht wurde der Versand bewusst geblockt!?

Selbst die via Chat versprochenen 400€ habe ich nicht erhalten. Das Casino antwortet mir mehrere Tage schon gar nicht mehr

Stefan, please understand it sometimes takes a little bit longer to apply. If I understand correctly, the casino agreed to return you your deposit in the amount of €400, that you made after the self-exclusion request, which is the correct approach in situations like this.

I also see that the casino asked you if this solution is okay for you. However, I don't see anywhere whether you agreed with this, or not. Could you please clarify whether you accepted this solution?

The casino is very slow to report. Overall, several requests were ignored. The chat was never sent to me, despite my request. I only have the history that I have provided. From my point of view, the provider deliberately ignored the inquiries beforehand, because I kept paying. I should now only be reimbursed the € 400 because the other chats in which I have repeatedly requested exclusion are not available.

Das Casino meldet sich sehr schleppend. Insgesamt wurden mehrere Anfragen ignoriert. Der Chat wurde mir, trotz Beantragung, nie zugesendet. Nur der von mir zur Verfügung gestellte Verlauf liegt mir vor. Der Anbieter hat aus meiner Sicht bewusst vorher die Anfragen ignoriert, da ich immer weiter eingezahlt habe. Es sollen mir nun nur die 400€ erstattet werden, weil die anderen Chats, in denen ich den Ausschluss immer wieder beantragt habe, nicht vorliegen.

I am sure you understand that if you have no other proof of requesting self-exclusion, we are not able to support the case. From all the evidence you provided, we believe that you are entitled to a €400 refund.

Please, let us know if you've already informed the casino that you accept this offer.

I informed the casino about this. I'm still waiting for confirmation of payment.

It's strange that only the last chat was delivered, isn't it? But of course the casino cannot be blamed.

Ich habe das Casino darüber informiert. Ich warte noch immer auf eine Bestätigung der Zahlung.

Es ist schon kurios, dass nur der letzte Chat zugestellt wurde, oder? Aber selbstverständlich kann das Casino keine Schuld treffen.

Thank you for confirmation, Stefan. Please let us know if there is any development regarding the deposit refund. I will keep this complaint until you receive the payment.

I only received € 400

Ich habe nur 400 € erhalten

Since we decided that this was the only amount that the casino owed you based on all the available evidence, we will now close this complaint as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.