The player from Spain found that NineCasino had deactivated his account, although he did not initiate the closure, and he had €6,000.30 in it. He sought assistance in resolving this issue. The Complaints Team attempted to gather additional information from him to investigate the matter but ultimately could not proceed due to a lack of response. As a result, the complaint was rejected.
Nine Casino - Player’s account has been closed without consent.
Closed
Our verdict
Player stopped responding
Amount: €6,000
Nine Casino
Safety Index:Very highCase summary
Discussion
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10 months ago
Translation
Hello, my name is Mohamed [name hidden by Casino Guru administration], I had deactivated an account on Winaura and I made a mistake by adding, but it's a lie. And what I don't understand is why they deactivated it on NineCasino if I hadn't deactivated the account there and I had 6000.30 euros. Could you help me solve the problem?
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Dear Moha89,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you're experiencing. To better understand your situation and assist you effectively, could you please provide more details by answering the following questions?
- When did you deactivate your account on Winaura?
- What exactly do you mean when you say "I made a mistake by adding"? Could you clarify this point?
- Have you received any official communication from NineCasino regarding the deactivation of your account?
- What specific reasons were provided for the deactivation of your NineCasino account?
- Do you have any transaction records or communication related to the 6000.30 euros in your NineCasino account?
Your cooperation in providing these details will help us investigate and work towards a resolution.
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
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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10 months ago
TranslationI've sent a lot of emails and I always get the same response: the administration has closed it, but I had closed the account in Winaura, not Ninecasino. They have to clearly specify that they are related to Winaura, and in that case, they don't, but the problem is that they have not only closed the Ninecasino app, but also two other apps that I had installed, and it turns out that they also have some kind of relationship. Because I can't explain why, it also deactivates me. And they told me not to worry about the 6000.30, that they will deposit it, but when I don't know. I have the emails in case you want me to send them to you.
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10 months ago
TranslationI just want the account I accidentally closed deactivated so I can make my withdrawals. Because 6,000 euros isn't a small amount.
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10 months ago
Please forward me the emails you received from NineCasino regarding the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.
