Nine Casino - Player's account has been closed without explanation.

NineCasino closed my account and kept my funds, and I still haven't received a clear explanation as to why.

They mentioned something about "collusion" when they shut the account down. I've asked, politely and more than once, what exactly I did to cause this, but each time I've only been told the decision is final, with no details or evidence given.

At one point they also asked for bank statements to verify my deposits. I don't have those, so I offered my payslip instead, but never heard back on whether that was acceptable.

I've reached out several times now and keep getting the same general response. I'd really appreciate either the return of my funds or a clear explanation of what I'm being accused of.

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Dear marunowskin,

Thank you very much for submitting your complaint.

To help me better understand your case, could you please answer the following questions?

• Did you accumulate your winnings by playing casino games, sports betting, or both?
• Have you made any successful withdrawals from this casino before?
• Do you currently have any pending withdrawal requests with the casino?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Hi Karla,

Thanks for looking into this. To answer your questions: it was sports betting, I never got a successful withdrawal since they closed my account before I could get that far, and no, I don't have anything pending with them either, they just kept the balance.

Let me know if there's anything else you need from me.

Dear marunowskin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Karla,

Just following up, I answered your questions about two weeks ago. Wanted to check if there's any update on my case or if you need anything else from me.

Dear marunowskin,

Thank you very much for following up.

Could you please resend the document titled "Gmail - Still waiting on an explanation, account closure and confiscated funds_.pdf" to my email karla.m@casino.guru?

Unfortunately, I am currently unable to open this particular document on my end, and I would like to review the communication it contains before proceeding further with your case.

Thank you very much in advance for your cooperation.

Karla M.

Sure. Just sent that document to your email as well, in case it's easier to open there. Let me know if you still can't access it.

Hello marunowskin,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear marunowskin,

Thank you for your patience and for providing the requested documentation.

After reviewing your case and the casino's explanation, I understand that your account was closed and your funds were confiscated due to alleged collusion with other players and bonus abuse.

Since you confirmed that your disputed winnings originated from sports betting, investigating the casino's allegations would require us to assess your sports betting activity. Unfortunately, Casino Guru does not have the expertise or resources to investigate sports betting-related disputes.

However, I would like to recommend some specialized websites that may be able to assist you:

https://www.safebettingsites.com/complaints/

https://www.bookmakersreview.com/sportsbook-complaint/

https://www.bookmakers.bet/submit-a-complaint/

https://www.askgamblers.com/submit-complaint

For these reasons, we will not be proceeding with your complaint.

I hope these resources help you resolve your issue. Thank you for your understanding.

Best regards, Karla Mayfly