Nine Casino - Player’s account has been closed.

Hi i believe that this casino has closed my account unfairly. I found this casino on your site, i made an account, played only one game and i made a win. after that i did verification that was needed on this casino. a few days later they requested proof of deposit i made which i sent right away and they verified my account. however a week later they requested my skrill transaction history, i sent it to them, they again sent me an email stating that my account is verified and i hoped my money will come to me, but that didnt happen. i have patiently waited for them to send it, i asked their support about it and they said there is a lot of transactions to review and to wait a bit more. at that point more than a month has passed since i made that win and i sent them and email asking when should i receive my money to which they responded the day after that my account is closed, stating that there was involvement of collision with other players in attempts to abuse their bonus system. I am not sure where they got that from, but i am sure that i do not work with anyone nor did i abuse their bonus. i took their first welcome bonus when i deposited the first time but when i won with my own money i have canceled it and havent even used it. i believe they closed my account just because they dont want to pay me because there is no other reason for them to do that. they have accused me of abusing their bonus which i havent even used, thats honestly ridiculous, they could at least think of something else if they wanted to accuse me of something to just take my money.

Dear karldolan70,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what game you played?

Am I correct in understanding that you first accepted a deposit bonus, but then canceled it and accumulated your winnings only using your real money deposit?

Could you kindly forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru?

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

Best regards

Veronika

Hi

I played roulette, and yes i won while using my own money and when i made a win i canceled bonus which i didnt use, so i could take out my money. i will send you a transcript between casino and me to email you provided

Thank you very much, karldolan70, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, karldolan70,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear NineCasino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/blocked and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

How can the casino confiscate a user's winnings for breaching bonus rules if they accumulate winnings from their real money deposits?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Hello,

Thank you for bringing this matter to our attention.

After a thorough investigation of the player's account, we have determined that there is an involvement of collusion with other players in attempts to abuse our bonus system. As outlined in our Terms and Conditions, such involvement is strictly prohibited:

12.1 The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players, fraudulent actions against other online casinos or payment providers, chargeback transactions with a credit card, or denial of some payments made, creating two or more accounts, other types of cheating, or becoming bankrupt in the country of their residence, the Company reserves the right to terminate such an account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when there are no wagering requirements, leaving large bets on the table (e.g., in blackjack) and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, losing the bonus funds, and then cashing out on the built-up value during real-money play, or using strategies that take advantage of any software bug or failure.

and

3.1 All bonus offers are strictly limited to one per: person and their family, home address, email address, IP address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), and one electronic device (computer, mobile phone, tablet, etc.).

3.3 The player is not allowed to abuse the bonus offers. In case of such abuse, the Casino has the right to prohibit the player from receiving any bonuses and to cancel any winnings received using bonus funds, both at the moment of wagering and after it.

As a result, we regret to inform that the player's account has been closed effective immediately.

We have also provided the evidence to your email Branislav, please check it.

Best Regards,

NineCasino

Dear karldolan70,

After gathering all the necessary information and details from the casino, we decided to close this complaint as unjustified due to breaching the casino's terms and conditions, as stated above - the casino was able to fully support their claims and decision with relevant data. The casino acted correctly and in accordance with the terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR.

Thank you very much, NineCasino Team, for your help and cooperation! Great job - nothing to add! I wish all casinos would cooperate in resolving complaints like NineCasino!

Best regards,

Branislav, Casino.Guru