HomeComplaintsCasino 999 - Player's account blocked after withdrawal request.

Casino 999 - Player's account blocked after withdrawal request.

Black points: 82

Amount: 3,814 kr.

Casino 999
Safety Index:High
Submitted: 12 Dec 2023 | Unresolved : 18 Jun 2024
Unresolved Our verdict

Against fair gambling

UNRESOLVED

Case summary

5 months ago

The player from Denmark encountered an issue with Casino 999 after receiving a bonus and completing the playthrough requirements. After submitting his ID and address for verification and attempting 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 received no response. Consequently, we had to close the complaint as unresolved due to the lack of responses from the casino.

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11 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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11 months ago
Translation

I still haven't received an answer? is there anything i need to do?

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11 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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11 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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11 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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10 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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10 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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10 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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10 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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9 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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9 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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6 months ago

We’ve reopened this complaint at the request of Casino 999. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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6 months ago

Dear, Asgerbs

We understand that you are concerned about Casino999 Bonus Terms and conditions.

Please be aware that by using the Website and participating in games, you acknowledge that you bear the risk of losing funds deposited into your Account.

Should the Company suspect or discover bonus abuse, illegal gambling or other prohibited activities, as stated in the General Terms and Conditions, the Company may disqualify the player from using current or future promotions and bonus offers and withhold withdrawals and/or confiscate winnings and/ or close the player's Account.

Our general rule of thumb is, if you’re unsure if something is appropriate, please err on the side of caution.

Many thanks for your understanding.

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5 months ago

Dear Casino 999,

Can you please clarify what kind of abuse did the player commit?

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5 months ago

Greetings Nick!

The player has violated the Bonus Terms and Conditions, specifically clause 7:

The Welcome Bonus may be used in the following games.

Player can wager his bonus funds in any Slots that are listed below:

Hacksaw: RIP City, Le Bandit™, Dork Unit.

NetEnt: Starburst, Gonzo's Gold.

Play’n GO: Super Flip, Legacy of Dead, Book of Dead.

Pragmatic Play: Hot to Burn, Honey Honey Honey, Little Gem Hold and Spin, Clover Gold, Wild Gladiators, Greedy Wolf, Emerald King Rainbow Road, 3 Genie Wishes.

Taking into account that this violation was made while playing with an active bonus, it was considered as bonus abuse. By its nature, this violation is also a "prohibited activity", as it violates the stated Terms and Conditions that the player agreed to when he registered his account."

User played with an active bonus in slots that are not allowed to play with an active bonus - Gates of Olympus (from 11.12.2023 23:23:16 to 11.12.2023 23:48:15) and 5 Lions Megaways (from 11.12.2023 23:11:11 to 11.12.2023 23:22:40).

The player himself confirms the fact that he played an unauthorized slot in his first post, quote: "…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".

By these actions the player violated clause 7 of Bonus Terms and Conditions and in this regard his withdrawal request was canceled, and his winnings were confiscated.

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5 months ago

Dear Casino 999,

We can fully understand your point of view on the case but as I've mentioned in our conversation, we find it unfair to confiscate balance based on the fact that the player used restricted games while using a bonus as it should be ensured by the casino that such games are not even available.

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5 months ago

Dear Nick,

Thank you for bringing your concerns to our attention. We acknowledge your viewpoint, but it's essential to note that each casino operates under its own distinct bonus policy and reward framework. Bonuses eligibility criteria and associated regulations are determined by the casino.

We highlight that active bonus can be wagered at designated slots only at the first presentation of the offer. This requirement is very transparent available immediately before player opt-ins.

We regret to learn of your recent loss. At Casino999, we advocate for responsible gambling and emphasize the importance of playing just for fun.

Thank you for your understanding.

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5 months ago

We are currently still in touch with the casino trying to explain our point of view on the case. Currently waiting for their final decision regarding the matter.

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5 months ago

Greetings Nick,

Pls find our final point of view on the case for the following reasons.

Firstly, as we said earlier - this restriction (in terms of being allowed to play with active bonus in certain slots) applies only when playing with a bonus. When playing without a bonus, the player is free to choose any slot he wants.

Secondly, this restriction is specified in the Bonus Terms and Conditions , which the player agrees to when registering an account.

Thirdly, this paragraph of the Bonus Terms and Conditions regarding which slots a player can play with an active bonus, does not contradict the requirements of Spillemyndigheden.

Reading the Terms and Conditions and Bonus Terms and Conditions is very important, and we recommend players if something is not clear - contact Customer Support via chat or email, who are always ready to answer any question and clarify this or that clause.

We on our part have acted and will act according to our Terms and Conditions.

Thus, summarizing all the above, we consider that our decision was correct, and we will not change it.

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5 months ago

Hello Asgerbs,

We were trying to argue with the casino regarding the confiscated funds but as you can see unsuccessfully. The complaint will be now closed as unresolved which may negatively impact the casino's safety index.

I'm sorry that we were unable to help you out with this case.

Best regards,

Nick

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