Good morning. I am a player at nine cazino. The casino in question did not protect me as it should by setting monthly deposit limits. When someone sets a deposit limit of 50 euros per month, for example. He can remove this limit within 24 hours and lose a lot. The casino should refund my money. Only because it doesn't work on the deposit limits as it should.

Καλημερα. Ειμαι παικτη? στο nine cazino . Το εν λογο καζινο δεν με προστατευσε οπω? θα επρεπε βαζοντα? ορια καταθεσεων με το μηνα . Οταν καποιο? βαλει ορια καταθεσεων 50 ευρω ανα μηνα παραδειγμα. Μπορει μεσα σε 24 ωρε? να αφαιρεση αυτο το οριο και να χασει παρα πολλα . Το καζινο θα πρεπε να μου επιστρεψει χρηματα . Μονο και μονο γιατι δεν λειτουργει στα ορια καταθεση? οπω? θα επρεπε.

Dear georgeflas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the responsible gambling section and I found this:

"5. Limits

5.1. Set a limit

Deposit limits are part of our Responsible Gaming Policy and can help you to control the amount you spend. You can choose to implement a daily, weekly, or monthly limit. Alternatively, you can choose to implement a combination of these limits for extra control.

We recommend that members set a limit on the amount of money they spend. You can do this simply at ‘My Account’ and then ‘Responsible Gaming’ by inserting an amount in one or more of the ‘Daily Limit’, ‘Weekly Limit’ or ‘Monthly Limit’ boxes. It is a good idea to give yourself a budget. This means that if you start to play more than you want to, you will be alerted.

If you set a deposit limit, any request by you to increase or remove that limit will not take effect for 24 hours. This is to give you a chance to have a period of time which will allow you to reconsider whether you really want to raise your deposit limit. If you make a request to lower your deposit limit before the relevant period has ended or to set a limit, this request will take effect immediately. You may also want to set Wagering Limits which will allow you to control the maximum amount you agree to wager in each time period."

I also tested the deposit limit and you clearly receive a notification that you will be able to change your deposit limit after 24 hours. Please, see here:

Unfortunately, there aren’t unified regulations that would be applied to all casinos, and player protection tools are managed by the casino exclusively. Some casinos have a wide variety of responsible gambling tools but none of them is mandatory, and unfortunately, some casinos operate without them completely. Furthermore, casinos have free hands when designing their player protection tools and you were clearly notified about how this tool works.

If you feel like you need better protection, you can always reconsider opting for self-exclusion, but we are not in a position to force casinos to change deposit limits to fit each player's individual needs.

Please let me know if there is any additional information that I have overlooked, but I’m afraid there is nothing more we can do here.

Thank you very much in advance for your understanding.

Best regards,

Kristina

Good morning, I requested to close my account forever. on March 12. they didn't and let me reopen my account. on April 7. I am requesting my deposits back from April 7th to today. at bruno cazino where I had an account and I asked for it to be closed forever and when I asked for it they did not reopen it for me because they understood the problem. they should do the same. as long as it is in the same company.

καλημερα αιτ?θηκα κλε?σιμο του λογαριασμο? μου για π?ντα. στι? 12 μαρτιου . δεν το πραξανε και με αφησανε να ξανανοιξω το λογαριασμο μου. στι? 7 απριλιου . ζητω τι? καταθεσει? μου πισω απο τι? 7 απριλιου μεχρι σημερα. στο bruno cazino που ειχα λογαριασμο και ζητησα να κλεισει για παντα ακομα και οταν το ζητησα δεν μου τον ξανανοιξαν γιατι καταλαβαν το προβλημα . το ιδιο θα επρεπε να κανουν και αυτοι. εφοσον ειναι στην ιδια επιχε?ρηση.

Thank you for your reply, georgeflas. Do I understand correctly that your account was closed on March 12 and reopened on April 7? Could you please forward your self-exclusion request to [email protected]? Alternatively, you can post it here. 

Additionally, please also forward any other relevant communication between you and the casino. Thank you.

Good Evening . Let's start from the beginning, I opened an account in December 2021. I placed 300 euros without bonuses, I won an amount of 8500 euros. Trying to verify my account. It took us 5 days, I finally made it. But because of my passion I played with the money and managed to make a small withdrawal. In the end, I lost what I had won and much more! At some point I decided to close my account forever! In the middle of 2022 we did not remember the exact date on the account, there was someone to set limits as well as the option to close the account. I chose to close forever! I don't have any screenshot for this! After a month I talked to the chat and I was able to open it again in 7 days! I kept losing money... I set monthly limits but unfortunately they didn't work! What is the point of setting a limit for a month and being able to change it in 24 hours? No safety limit for the players! I decide again to make the old ban forever. Only that they had mentioned the option from the menu of the account. So I spoke on the live chat on March 12 and asked them to close my account forever so that it will never be opened again! They told me it was fine. And my account was disabled! Certainly from here and based on my activity they understood that I am a problem gambler, an anger! On April 7th, I ask live tsat to reopen my account. In 24 hours the account was already active. I am already losing a lot of money and I am sending them a message to send me the deposits back from April 7, 2023 to today. Where are we talking? Because I had asked them to close my account and never open it again! Something they didn't do as they should! People normally write down the rights and wishes of each player! Their behavior is that of fraudsters! Shame on anyone they put in their nets and realize their weakness since they cut and sew everything to their measurements based on their license to operate where the hell! Take an article about the so-called casino... I am sending you only some

Καλησπερα . Α? τα παρω λιγο απο την αρχη ?νοιξα λογαριασμ? τον Δεκ?μβριο του 2021 . Τοποθετησα 300 ευρω χωρι? μπονου? κερδισα ενα ποσο 8500 ευρω . Στην προσπαθεια μου να επαληθευσω το λογαριασμο μου . Μα? πηρε 5 μερε? τελικα τα καταφερα . Αλλα λογο του παθο? μου επαιξα τα χρηματα και καταφερα να κανω ενα μικρο μερο? αναληψη χρηματων. Στην συνεχεια εχασα οτι ειχα κερδισει αλλα και πολλα περισσοτερα! Καποια στιγμη αποφασισα να κλεισω το λογαριασμο μου για παντα ! Στα μεσα του 2022 δεν θυμαμε ακριβη? ημερομηνια στο λογαριασμο υπηρχε να βαλει καποιο? ορια οπω? και η επιλογη κλεισιμο λογαριασμου. Επελεξα κλεισιμο για παντα !δεν εχω καποιο screenshot για αυτο! Μετα απο ενα μηνα μιλησα με το τσατ και μπορεσα να τον ξανανοιξω παλυ σε 7 μερε?! Συνεχιζα να χανω χρηματα .... εβαλα ορια με το μηνα αλλα δυστηχω? δεν λειτουργουσαν ! Τι νοημα εχει να βαλω οριο για ενα μηνα και να μπορω να το αλλαζω σε 24 ωρε?? Κανενα οριο ασφαλεια? για του? παικτε?!αποφασιζω ξανα να κανω παλυ αποκλεισμο για παντα . Μονο που ειχαν αφερεσει πλεον την επιλογη απο το μενου του λογαριασμου. Ετσι μιλησα στο live chat στι? 12 μαρτιου και του? ζητησα να μου κλεισουν το λογαριασμο για παντα να μην ξανανοιξει ποτε ! Μου ειπανε ενταξει . Και ο λογαριασμο? μου απενεργοποιηθηκε! Βεβαια απο δω και περα βαση τη? δραστηρι?τητα? μου καταλαβαν οτι ειμαι ενα? προβληματικο? τζογαδορο?, ενα θυμα ! Στι? 7 απριλιου ζηταω στο live tsat να ανοιξει παλυ ο λογαριασμο? μου . Σε 24 ωρε? ο λογαριασμο? ηταν παλυ ενεργο? . Χανω παλυ αρκετα χρηματα και του? στελνω μηνυμα να μου στειλουν τι? καταθεσει? πισω απο 7 απριλιου 2023 μεχρι σημερα. Που μιλαμε . Γιατι του? ειχα ζητησει να κλεισει ο λογαριασμο? μου και να μην ξανανοιξει ποτε! Κατι το οποιο δεν πραξανε οπω? θα επρεπε! Οι ανθρωποι γραφουνε κανονικα τα δικαιωματα και την επιθυμια του καθε παικτη ! Η συμπεριφορα του? ειναι συμπεριφορα απατε?νων! Κριμα σε ?ποιον β?λουν στα δ?χτυα του? και καταλ?βουν την αδυναμ?α του? αφο? κ?βουν και ρ?βουν τα π?ντα στα μ?τρα του? β?σει τη? ?δεια? λειτουργ?α? του? πο? ε?ναι του κ?λου! Παρτε και αρθρο για το λεγομενο καζινο... σα? στελνω μονο καποιε?

Do I understand correctly that you didn't save your account closure request? I am afraid that this is crucial evidence for us to proceed with a complaint like this and if you are not able to provide it, our options to help are very limited.

Did you receive the email I sent you? In your email. With their response to me? And any screenshots? Can you publicly invite them to put here the conversation on March 12 that we had on the live chat with their representative? They have a copy of the conversations about closing my account on March 12th! They are obliged to do it! Unless they accept that they are frauds!

Λαβατε το email που σα? εστειλα? Στο email σα?. Με την απαντηση του? προ? εμενα? Και καποια screenshot? Μπορειτε να του? καλεσετε δημοσια να βαλουν εδω την συνομιλ?α στι? 12 μαρτιου που καναμε στο live chat με εκπρ?σωπο του?? Αυτοι εχουν αντιγραφο τι? συνομιλια? για το κλεισιμο του λογαριασμου μου στι? 12 μαρτιου! Ειναι υποχρεωμενοι να το κανουν ! Εκτο? αν αποδεχονται οτι ειναι απατεωνε? !

Yes, of course, I saw your emails and screenshots, but none of it is the initial request for account closure. All I can see is you confronting the casino that they let you reopen the account, even though you asked them to close it in the past.

I am afraid that if you did not inform the casino about your gambling problem in the initial self-exclusion request, you are not entitled to any refunds. We could help only if you clearly expressed your problems (which I don't see mentioned anywhere in your messages) and the casino refused to close your account.

If you still have access to your account, the only thing I can recommend at this point is to send another self-exclusion request. When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction/problem)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to NineCasino and keep me informed about any further developments. Thank you in advance.

Good morning . If I knew what scammers they are I would have taken screenshots. But I don't see nine cazino giving snapshots! 5 euros again to thieves in any casino! Complaint to the Greek Gaming Control Commission. Close this discussion, I will fight them in another way!

Καλημερα . Αν ηξερα τι απατεωνε? ειναι θα ειχα κρατησει στιγμιοτυπα. Αλλα δεν βλεπω να δινει στιγμιοτυπα το nine cazino! Ουτε 5 ευρω ξανα σε κλεφτε? σε κανενα καζινο! Καταγγελια στην ελληνικη επιτροπη ελενχου παιγνιων. Κλειστε αυτη την συζητηση θα του? πολεμησω με αλλο δρομο!

I understand and I honestly hope that my advice on how to request self-exclusion will be helpful to you in the future. I am sorry we could not be of more help on this occasion and I will now close this complaint as per your request. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.