Nine Casino - Player's winnings have been withheld and account is mismanaged.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nine Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify what is the status of your accounts in the casino?
• What led you to open new accounts in the casino where you previously had an account? Have you informed the casino of your intention to open new accounts in the casino despite having registered previously?
• Has the casino suggested that there were any breaches in its rules that you were informed about?
• Could you please explain what your current balance is in the casino?
• What is the verification status of your account?
• Could you please share with me your communication with the casino regarding any issues raised either by you or the casino? Send emails or chat transcripts exchanged with the casino to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thanks for your reply.

Is there any communication between you and the casino that is relevant to this case? Have you contacted support, or have you received any responses from the casino before you submitted the complaint? Please send it to me for review.

My email is tomas@casino.guru

Thanks for your patience.

Could you please confirm when you have won a significant amount in the casino?

The balance you specified is located on which of the player accounts?

Is the said account accessible to you currently?

Has the casino processed any payout since the start of the complaint?

Please let me know

Dear Therock76,

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.

Thanks for your reply.

Could you please specify whose name was the account registered in? Was it you or your ex-girlfriend?

Please let me know.

Thanks for your patience.

Based on the description of events, the account with the winnings belongs to your ex-partner and not you, which makes it impossible for us to intervene on your behalf as we deal with complaints submitted by players who are owners of the affected accounts. Since you confirmed publicly that you shared the account with your ex-partner, the owner of the account, which is universally prohibited in online casinos, we have no option but to reject the complaint as unjustified. We recommend you use any player's account by yourself exclusively, use a payment method that belongs to you exclusively, and avoid creating duplicate accounts in online casinos where you previously opened accounts to prevent similar issues.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with any online casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.