The player from Denmark had encountered an issue with Casino 999 after he received a bonus and completed playthrough requirements. After he submitted his ID and address for verification and attempted to withdraw his winnings, his account was locked due to an alleged violation of Term 13. The casino did not provide specific details about the violation nor did they refund the player's money. Despite our attempts to contact Casino 999 and resolve the issue, we had received no response. Consequently, we had to close the complaint as unresolved the complaint due to lack of responses from the casino.
Casino 999 - Player's account blocked after withdrawal request.
Black points: 198
Amount: 3,814 kr.
Casino 999
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
3 months ago
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5 months ago
Translation
Hello, I redeemed a deposit bonus last night on 11/12-2023 where I deposited 1000kr and therefore received a 100% match, so I had a balance of 2000 and a playthrough rate of 20,000kr. I started off by winning a bit on Five Lions Megaways, but quickly found out that I couldn't play on that machine with my "bonus" money. I then switched to "Greedy Wolf" because I saw that I could use my "bonus balance" there where I then ended up playing through 20,000kr. I ended up with a balance of 3814.9 kr. I wanted to withdraw my money, but first needed to contact support to send an email where I would confirm ID, Address, etc. After I did that, and they validated my account, I then wanted to withdraw money. 6 hours later, I receive an email that my account is locked and they won't send me money because of Terms 13.
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4 months ago
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I still haven't received an answer? is there anything i need to do?
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4 months ago
Hello Asgerbs,
Firstly, I would like to apologize as my first answer was not posted here correctly. Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino 999. Please allow me to ask you a few more question before we would move forward.
Could you please advise when did the verification process begin? Did the casino refund your deposit? When was the last time you spoke to the casino and what was it about? Did they specify the exact reason of blocking your account?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
well, the first time the confirmation process began was on the night of 12/12/2023 at 4 o'clock, also until 8 o'clock, when I then received an email saying that I had to send my ID, etc. Casionet has not paid out 1 kroner and has only accused me of "cheating " I recently spoke with casiono999 on December 12, where I spoke about why I had been banned. Where they told me the reason my account had been closed was due to non-compliance with their clause 13. "The Company reserves the right to continuously review all records and game transaction. Should the Company suspect or discover bonus abuse, illegal gambling or other prohibited activities as set out in the General Terms and Conditions, the Company may disqualify the player from taking advantage of ongoing or upcoming promotions and bonus offers and withhold withdrawals and/or confiscate winnings and/or close the player's Account. See General Terms and Conditions for further information on prohibited activities ."
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4 months ago
Hello Asgerbs,
Did the casino specify what exact abuse are they accusing you of? If possible, please forward the communication between you and the casino to nikolas.b@casino.guru.
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4 months ago
Translation
I didn't get any more information than what I sent, they won't comment on anything. Have also sent an email to Nikolas
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4 months ago
Thank you Asgerbs for all the information provided. I would like to ask Casino 999 to join us and help us resolve the player's issue.
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3 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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3 months ago
I've tried to contact the casino again through a different method and currently waiting if we receive any respond from them.
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3 months ago
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
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3 months ago
Hello Asgerbs,
I'm sorry for the wrongly closed complaints. I've contacted the casino by other way and they promised to respond. However, this happen over a week ago and we still haven't hear from them therefor we will be forced to close the complaint as unresolved.
The casino may reopen the complaint anytime if they wish to resolve the issue with the player but for now it will remain unresolved and may negatively affect the casino's rating.
Best regards,
Nick
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