Nine Casino - Player's withdrawal is delayed due to account issues.

Good morning, I'd like to start by saying that I'd already been playing at this casino back in 2024, along with my wife. Following a phone problem and a scam, I deleted my emails. In 2025, I re-registered at the casino in question using the email address pietrob**********. 12@gmail.com Where in 2026 I made a series of deposits, amounting to approximately 7,000 thousand euros, and finally today I managed to recover approximately 6,700 euros. I requested a withdrawal, blocked at 1,500 euros per day, with cryptocurrency, and the problem arose. Customer care contacted me saying this: "Hello, Pietro!

During the review of your account, the responsible team discovered a other accounts also registered with us sharing either your device, IP address, and/or browser, or personal information, which violates the rule stated on the website:

"You are allowed to have only one (1) account. Only one account is allowed per household, IP, or PC. If you attempt to open more than one account, all accounts you try to open may be blocked or closed, and any bets may be voided. Also, any returns, deposits, winnings, or bonuses which you have gained or accrued during such time as the duplicate account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the duplicate account.".

Could you please clarify the reason for registering another account?

We kindly await your response. Should you require any further assistance, please do not hesitate to reach out to us.

Best regards,

Harriet

Casino's Support Team"

In this regard, I replied that it was done following scams received and email deletions.

But it hasn't been used anymore. But I continued to use that account. Moreover, every time I made deposits of 1,000-2,000,000, etc., no one ever contacted me. When I withdraw money, the information comes out, a way to avoid paying. Can you help me, please? 🙏🙏🙏

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Dear Pietrob20,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you have experienced.

Thank you for providing a detailed explanation of your situation. Cases involving multiple accounts can be complex, so I would like to ask you a few additional questions to better understand the full context:

• Could you please clarify how many accounts you have created at this casino in total (including the one from 2024 and the one registered in 2025)?
• Were both accounts registered under your own name and personal details?
• Have you or your wife ever accessed the casino from the same device?
• Can you confirm whether the older account from 2024 was formally closed, or was it simply abandoned after you lost access to your email?
• Were any bonuses used while playing on your current account?
• Have you already completed full KYC verification on your current account, and if yes, was it approved before your withdrawal request?

These details are very important, as casinos strictly enforce single-account policies, and we need to clearly understand whether this situation could be considered a legitimate misunderstanding or a breach of terms.

If you have any communication with the casino (emails, chat transcripts, screenshots), please feel free to share it here or forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hi Pietrob20,

Thank you for your detailed reply.

I would like to clarify one important point. On one hand, you mention that you do not remember creating the previous account. However, you also confirmed that both accounts (yours and your partner’s) were accessed from the same device.

Given this, could you please clarify once more whether it is possible that you may have created or accessed the previous account yourself, even if you no longer clearly remember it?

This detail is very important for us to properly assess the situation.

Thank you in advance for your clarification.

Dear Pietrob20,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru