9winz Casino - Player’s account has been blocked.

I made a withdrawal of Rs12040.

I uploaded all the documents required by them and they verified it too.

Now they have blocked my account by saying they can block the account as per their convenience and refuse to pay the withdraw money. They also said that I have made strategies to win money.

Now I want to know is this valid?

I only played live games.

What strategies will I make?

Now they are saying they won't pay my money .

Last time I spoke to the casino was today.

I request casino guru to help me in recovering my money from this fraud casino.

Dear Harsheet99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games or live sports)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it 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

Hi,

I have registered my account in Feb only.

The only question is right now how could casino guru can give rating 7.4 out of 10 to such casino who are not paying the money on the grounds of illogical reason.

These guys are saying absolutely rubbish for not paying my money right now.

We all search on casino guru's the best casinos after which we play but this time I can see that I am wrong I have chosen the wrong website to play.

The customer chat is saying me that casino has the right to confiscate all the winnings if they want to unblock the account.

If that is the case then no user will ever deposit in fraud websites like 9winz. Because if we win they will block the account by saying that casino can block and confiscate the winnings. They are wrongly using their powers.

Please help Casinoguru.

I have been playing life casino games on this website.

Please help me in getting this money.

I know I have not done any kind of frauds or anything so why am I going to lose my money right now.

Thank you very much, Harsheet99, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi,

I just want justice and nothing else.

Just help me in getting my money back.

Dear Harsheet99,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a 9winz Casino representative to join this conversation and participate in the resolution of this complaint.

Dear 9winz Casino,

Could you please state why the player's account got blocked and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Harsheet99 and Stefan!

Thank you for your attention, and please accept my apologies for any inconveniences, that appeared.

Kindy notice, that I've thoroughly investigated Harsheet99's account and situation, and would like to notify, that player's account was closed due to multiple Terms & Conditions violations, that appeared after check, that our Security Department conducted, as a part of our regular procedure. Unfortunately I'm not able to provide public information about exact paragraphs that were violated, since it's a part of personal player's information. I'm very sorry about this situation, and hoping for player's understanding.

Kind regards,

9Winz Casino Representative

Hi,

It's a matter of Rs12040.

How can you close my account without my consent?

If you are saying That I have reached the casinos perms and conditions then like Any other casino you have to process the payout Of the player and then close this account permanently .

You asked for my kyc and I did all of it. My account was fully verified. Till then you guts didn't said that I had done fraud.

You simply kept asking for documents.

After kyc they themselves said I can withdraw my funds. Just after placing a withdrawal they simply closed my account.

You are not the only casino in the whole world.

It's my account, I'm giving the permission to disclose and confront in front of casino guru.

See today this question has done fraud with me and forfeited all my winnings tomorrow it can be anyone.

We have to raise our voice against such fraud casinos.

These people are simply finding and making illogical excuses just because they do not want to process my payout.

Hello all,

Thank you for the provided information. I will contact the casino representative and try to investigate further. Thank you very much for your understanding.

Kind regards,

Stefan

Dear Harsheet99!

Thank you for reaching out to us.

We regret to inform you that your account has been closed due to a violation of paragraphs 1.11, 2.5.11 and 2.5.8 of our Terms and Conditions after a thorough check from our Security Department.

As a responsible casino, we take our terms and conditions seriously and have strict policies in place to ensure the safety and security of all our users.

I understand that this news may be disappointing, and I apologize for any inconvenience this may have caused. However, I would like to remind you that these terms and conditions were agreed upon when you signed up for our service, and we expect all our users to adhere to them.

Please note that your account closure is final and cannot be reversed, despite all my desire.

Thank you for your understanding.

Best regards,

9Winz Casino Representative

Hi,

Kindly explain all the violations to casino guru.

because you can fool me but cannot casino guru.

If you knew that i done violations then why did you guys kept asking me for documents?

This can mean that you didnt wanted to process my payout as it is a huge amount of money.

Now in your last sentence you said 'despite my desire', this phrase means you guys know that i have not done any kind of fraud still you are not processing my payout.

i signed up agreeing to the terms but i didnt agreed to any injustice from you guys.

In my knowledge i have not done any kind of fraud so i passed my kyc procedure.

Your customer chat gave me this nonsense reason that i made startegies to won money.

i want to ask that person and this whole casino company that f i had startegies why am i going to win only Rs12046? i could easily make it Rs12 crore.

But i can see that you guys dont have the capacity to pay 12046 how can you pay 12crore.

you are apologizing in your statement to me.

i want to ask if you have not done any fraud why are you apologizing to me?

Please clear your fraud ideas. You yourself are getting trapped in your fraud behaviours.

Thank you for your reply, Harsheet99!

Unfortunately I'm not able to disclose internal procedures of our Security Department, however please notice, that security and fraud checks could be conducted separately from regular verification procedure.

Kind regards,

9Winz Casino Representative

Dear Harsheet99,

I have talked to a casino representative in a private conversation, and I found out that two other accounts are matching your IP, device and bonus. All of the bonuses were taken on the same day. Is there any way you could explain this?

I am looking forward to your response.

Kind regards,

Stefan

Hi Stefan,

I live in a paying guest house.

So we have one wifi and so our ip addresses could get matched and we all play casino games.

This same question was asked my 9winz customer chat and i gave them the same answer and they said 'alright'.

But my winning amount was won in Live casino game that was Speed baccarat A and lighting roulette.

I won by my luck and with my knowledge regarding the game.

If they are saying that I had done fraud then they can simply process my last payout and close my account permanently.

If they knew from the beginning about this why didn't they blocked my account in the starting only?

They kept asking me for documents and after successful verification they themselves said that I can make withdrawal now.

Why did they said to make withdrawal if I had done fraud?

Dear Harsheet99,

Thank you for your response and the information provided.

I would like to ask you about the devices which were used for playing in the casino. The casino has provided proof that all accounts have used the same device. Is this information correct?

I am looking forward to your response.

Kind regards,

Stefan

Hi Stefan,

About the ip address I myself accepted that we use a common wifi in our paying guest house.

But regarding the devices, we all have different devices.

1 account got logged in only on one device.

Maybe because of ip is is showing that all devices got logged in one device.

I am a casino player even I know all these rules. One account can be used only on one device.

This casino gave me reason that I used strategies to win money. Sometimes they are saying something else.

I know casino never wants to process any payout because they are there make profits .

If I'll make multiple accounts how am I going to do kyc of all the accounts?

I played honestly and luckily I managed to won. I didnt knew this would be the result of honesty.

Lastly all I can say is ,I am a student I live in a paying guest house. We have limited money to survive here so we use common wifi. How am I going to know that someone else is using the same wifi on the same website?

When I won in this casino Rs12046, I was happy that I could pay my March month rent and all the miscellaneous expenses.

I didn't knew I have to face this trouble.

Thank you for giving your time Stefan.

Dear Harsheet99,

I have received the proof your account is connected with two other accounts. I am afraid this is enough to reject this complaint. Since you haven't deposited any amount into your account, I won't be able to help you with any refund.

I am sorry I could not be of more help.

Kind regards,

Stefan

Hi,

Proofs can be tampered too.

I request you to share the proofs to me on my mail.

How is my account connected to 2 other accounts??

Just because we all use a common wifi at our PG , you are saying That my account is connected with other accounts.

My question is if casino knew that I have done fraud why the hell they asked for my kyc?

Just to sell my documents to other companies.

Dont process my withdrawal but give me the exact reason why you requested my documents?

First of all no one other than Government and Government bodies can verify our Aadhar card via UIDAI website. This fraud website verified my documents through UIDAI website by sending OTP .They don't have the right to verify like this. For this they need to take Government permission which I think they do you have.

I guess if I neglected their this fraud behaviour they should also neglect my unintentional mistake.

My question is stil unanswered.

If I'll make multiple accounts how am I going to do kyc of all the accounts?

Dear Harsheet99,

We are not claiming that you have created multiple accounts. But since there is a connection of multiple accounts with one device and this matter is regarding the no deposit bonus, we will have to reject this complaint. I recommend not sharing the device with your family or friends who have already claimed the same bonus.

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.

Kind regards,

Stefan

Hi,

Why is it looking that they have bribed you or what?

Because I can see you are the only one who is defending them or you don't want them to pay my money.

If I have done wrong you are doing shit to me . When they have done wrong you are defending them as if they have given you money.

You are simply nit answering to what I am asking. Don't turn the case as per your convenience .

If you can't handle the case pass it to some genuine capable person.

Dear Harsheet99,

I have to warn you that this way of communication, won’t be tolerated and one more attempt to intimidate any Casino.Guru professionals will lead to your profile being permanently blocked on our website. We are here to help players and have zero tolerance for such behaviour. 

This complaint was discussed internally as you have multiple complaints regarding similar issues.

Due to the aforementioned reasons, this complaint will now be rejected.

Kind regards,

Stefan