The player from Portugal faced issues with the cancellation of his €5000 withdrawal request and the disappearance of his remaining balance of €1600. He had contacted VIP support but was informed that he had violated casino terms, which he believed was not the case as he had proof of his winnings and deposits. After a thorough investigation, it was concluded that the player had exploited a bonus system loophole by repeatedly converting bonus funds into withdrawable balance, bypassing wagering requirements. Although part of his winnings was legitimate, a portion resulted from this exploitation, leading to the rejection of his complaint as unjustified. The player was advised to avoid practices that exploit system vulnerabilities in the future.
Nine Casino - Player’s withdrawal has been delayed and funds disappeared.
Unjustified complaint
Amount: €6,600
Nine Casino
Safety Index:HighCase summary
Translation
After thousands of euros played in the house, thousands deposited and withdrawn this Monday 3/10 something unthinkable happened.
I deposited 3720€ over the weekend between 31/10/2025 and 02/11/2025, I made some sports bets over the weekend that ended Sunday with some wins, I bought some bonuses that I won and lost and I was left with a total withdrawal balance of 6600€. On Sunday night, 11/02/2025, I requested a total of €5000 in withdrawals (maximum daily) and I had €1600 in my account. Monday morning 03/11/2025 after 10am I logged into the account in the morning and the withdrawal had been canceled and my balance of 1600€ disappeared. I've been in contact with VIP support all these days, explaining that the money I'd won from sports betting was made with real money and in a casino.
Then I get the reply that I haven't complied with some kind of casino term, which I read and which doesn't relate at all to what happened.
I ask you to assess the situation once again and see that I have not committed any irregularities in the house.
I enclose all proof of winnings and deposits.
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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.
- Do you have access to your player's account currently? Can you log in?
- Did you achieve your current balance with the help of promotional money?
- Could you please share the communication in which the casino informed you of breaching any of its rules, if available?
- Did the responsible department provide any explanation about why your funds were removed or confiscated?
- Send emails or chat transcripts 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
TranslationThank you for your help and I hope you can help me get my money back.
To answer your questions:
- yes i have access to my account and i can still log in, for now.
- the entire balance in my account at around 9pm (lisbon) on 02/11/2025 was won with real money in sports betting and casino.
- I can share the hundreds of messages and emails exchanged with my Nine casino VIP manager and the casino itself.
- The department in charge claimed that some paragraph in their terms and conditions had been violated, but that can't apply to me because I didn't use a bonus to get that balance, on the contrary the bonus they had offered me on Wednesday 29/10/2025 was canceled by me and I have a printout of that as they well know.
I'll send you some screenshots here, if it's not enough please let me know and ask for what you want, I have screenshots of everything from sports bets won to casino bonuses won.
Thanks for the explanation.
- Could you please specify which slots you have played with your real money deposits?
- Could you please advise which slot games you played with bonus money before you decided to cancel the bonus, to your knowledge?
I apologize for the inconvenience.
TranslationGood evening, I'm sending you screenshots of the slots and sports bets made with real money.
The bonus I was offered on 29/10 was a sports bonus, not a casino bonus.
That same bonus was canceled by me, and I have a print of that too.
My entire balance was won with real money deposited by me, I have all the prints of the deposits.
TranslationHere are the deposits made:
Dear Mfcm14,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
TranslationI look forward to it and thank you in advance for everything you have done for me.
If you can get the casino to give me my money back, I'll be happy to contribute in any way I can to you 🙏
Dear Mfcm14,
It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.
If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.
In accordance with our standard procedure, I’d like to invite a representative from NineCasino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.
Dear NineCasino,
Could you please provide a comprehensive explanation of this case, including the specific reasons behind the confiscation of the player's winnings? A detailed response will help us ensure a transparent and fair review of the situation.
Thank you in advance for your cooperation.
Best regards,
Kubo
Dear Mfcm14,
Our team reviewed all records and concluded that there was, in fact, a violation of paragraph 12.2 of the platform's Terms and Conditions, which resulted in the measure applied in accordance with our internal policies.
"Should the Casino become aware of any user who has accepted the bonus or a promotion with the sole purpose of creating a positive expected value on bonus return by using known practices aimed at securing cash out of said bonus or at any way try to take advantage of bonuses received by Casino, then we will enforce immediate confiscation of winnings and closure of the account with the right to withhold any further withdrawals. An example of advantage play would be delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game, the Casino reserves the right to withhold any withdrawals and/or confiscate all winnings."
We would also like to remind you that, throughout the time you have been our customer, your deposit and withdrawal transactions have proceeded normally, and your previous withdrawals were processed successfully without any interference from the casino, which clearly demonstrates our commitment to fairness and transparency in all situations
Dear Kubo,
We have sent you an email with further details. Please review it at your earliest convenience.
Best regards,
NineCasino
TranslationNine casino, you're still not telling the truth! You're lying!
The €6600 was won with real money! Nothing was won with bonus money.
For example, you can see that €3840.98 was won on just 1 sports multi bet with real money.
TranslationAll the screenshots of winnings I sent in the messages above were won with real money deposited by me.
The sports bonus I was offered was canceled by me so as not to interfere with my real balance.
Nine Casino knows this is true!
They just don't want to pay!
Dear NineCasino,
Thank you for providing the detailed explanation and the timeline of events.
Dear Mfcm14,
Given the complexity of this matter, we require additional time to review the case internally and conclude our investigation. I will inform you as soon as we reach a conclusion.
Thank you for your understanding and patience.
I wish Everyone a Happy New Year 2026.
TranslationNo problem. I'll wait as long as it takes.
I just want to get my money back.
Thank you
Happy New Year 2026!
Dear Mfcm14,
I appreciate your patience.
After a thorough review of all available evidence, including the additional information provided by the casino, we would like to share our final conclusion.
Although you canceled your sports betting bonus on November 6, the issue under review is not related to a sports bonus. Instead, it concerns the deposit bonus credited after your deposits on November 1. Our investigation indicates that you identified and repeatedly used a loophole in the casino’s bonus system that was present at that time. By following the same steps multiple times, you were able to convert bonus funds into withdrawable balance, effectively bypassing the intended wagering requirements. This pattern of behavior strongly indicates the exploitation of a system malfunction, which resulted in an unfair advantage.
Furthermore, before the casino identified and corrected the issue, you were able to withdraw more than €7,800. While part of this amount consisted of legitimate winnings, a portion was generated through the exploitation of the bonus system bug.
Based on these findings, we are unable to support your position. As a result, we cannot uphold your complaint and must reject it as unjustified.
For future reference, we strongly advise against engaging in gameplay practices that may be interpreted as exploiting technical issues or system vulnerabilities. We understand that you may feel no wrongdoing was committed on your part and that your intention may not have been to exploit the casino’s systems. However, the casino identified and assessed this behavior as such.
Thank you for your understanding. We regret that we could not provide a more favorable outcome. Should you experience any issues with this or any other casino in the future, please feel free to contact our Complaint Resolution Center. We are always here to assist you.
Best Regards,
Kubo
