NineCasino - Al jugador con autoexclusión se le permitió jugar y perdió dinero.

Hello 👋

In a nutshell, I am banned from all gambling activities in Germany via OASIS.

Regardless, I could play on Ninecasino without any checks. Unfortunately, I have a self-exclusion ban for a reason. I suffered a loss (amounts already paid out deducted) of 2100€.

I have now researched and spoken to my lawyer. I have a right to recover my losses since I shouldn't have been allowed to play.

However, before resorting to hiring a lawyer, I asked the casino to resolve this issue without going to court by refunding my losses and deactivating my account. My account was also blocked at my request.

Unfortunately, so far, I have received no response to my emails, thus I am asking here for advice and help.

I thank you in advance for your help.

Kind regards,

Hallo 👋

Grob erklärt. Ich bin in Deutschland über die OASIS gesperrt für sämtliche Glücksspiele.

Dennoch konnte ich auf Ninecasino ohne jegliche Prüfung spielen. Leider hat es seinen Grund warum ich mich mit einer Selbstsperre sperren lassen habe. Ich habe einen Verlust ( ausgezahlte Beträge bereits verrechnet ) von 2100€ erlitten.

Ich habe nun recherchiert und mit meinem Anwalt gesprochen. Ich habe ein Anrecht darauf meine Verluste zurück zu bekommen da ich nicht hatte spielen dürfen.

Bevor ich aber einen Anwalt einschalte habe ich das Casino gebeten ohne Gericht das Problem zu lösen indem sie mir den Verlust zurückerstatten und mein Konto deaktivieren. Mein Konto wurde auf meinem Wunsch auch gesperrt.

Leider kam bis heute keine Reaktion auf meine Mails, sodass ich hier um Rat und Hilfe bitte.

Ich danke schonmal im voraus für die Hilfe.

Mit freundlichen Grüßen

Dear PhilippK0312,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about your problem.

I’m sure that you are aware of the geolocation of OASIS operation:

"The OASIS player blocking system is being introduced in line with the provisions of the State Gambling Agreement (GlüNeuRStV), according to which legal online gambling is allowed throughout Germany."

Opting for a casino with a Curaçao eGaming license makes it challenging to achieve a resolution that meets your expectations.

• Could you please advise when you informed the casino about your gambling problem and when was your account blocked?
• Any relevant communication can be forwarded to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

No, actually I've never heard of it and thought I'd be safe with an Oasis lock.

On January 24th, 2024 I sent the casino 2 emails and described my problem. I also wrote in the emails that I was requesting a ban.

I sent them both emails.

Nein, tatsächlich habe ich davon noch nie gehört und dachte ich wäre sicher mit einer Oasis Sperre.

Am 24.01.24 habe ich dem Casino 2 Mails gesendet und mein Problem geschildert. In den Mails habe ich auch geschrieben das ich eine Sperre beantrage.

Ich habe ihnen die beiden Mails geschickt.

Screenshots from the player:

Hi PhilippK0312,

Thank you for forwarding the relevant communication.

• Could you please advise when was your NineCasino account blocked?

Looking forward to hearing from you.

On January 25, 2024

The casino site replied to me. They want proof of my OASIS lock for further investigation.

I will send it there as quickly as possible.

Am 25.01.2024

Die Casino Seite hat mir geantwortet. Sie wollen für weitere Untersuchungen einen Nachweis meiner OASIS Sperre.

Den werde ich schnellstmöglich dort hin schicken.

Hi PhilippK0312,

Thank you for the update, please keep me informed about any further developments.

Looking forward to hearing from you.

Dear PhilippK0312,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello.

In fact, an OASIS lock can be overridden with a license. Works great again.

The casino rejected my request citing their license.

Hallo.

In der Tat ist es so, dass eine OASIS Sperre mit einer Lizenz ausgehebelt werden kann. Klappt ja mal wieder super.

Das Casino hat mit dem Hinweis auf ihre Lizenz meine Anfrage abgelehnt.

Hi PhilippK0312,

As previously stated, the OASIS block only pertains to casinos licensed by Germany. Given that you selected a casino licensed by Curacao, your OASIS block holds little significance in this particular instance. Since you requested self-exclusion from this casino on January 24th and your account was subsequently blocked the following day, there are limited options available for us to assist you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear PhilippK0312,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.