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I deposited 20€ on 27.07.23, despite the fact that my self-imposed limit was already fully utilized. The casino credited the money to a different account and are claiming that it's an alternative account, which I do not own.

Ich habe am 27.07.23 20€ eingezahlt, obwohl mein selbstgewähltes Limit schon komplett belastet war. Das Casino hat das Geld einem anderen Konto zugeschrieben und erzählt mir etwas von einem alternativen Konto,welches ich nicht besitze.

Dear ricktor26,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. May I kindly ask you a few questions to understand the issue completely? Who informed you that the funds were credited to an alternative account? Additionally, could you please specify the payment method you used?

For further assistance, please forward any relevant communication, along with your payment receipt, to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

The support team informed me and I deposited via direct bank transfer. I'm happy to forward the support email to you. I have just forwarded the email to you.

Mich hat das Support Team informiert, und ich habe per direkt Überweisung eingezahlt. Ich kann ihnen gerne die E-Mail des Supports weiterleiten. Ich habe Ihnen die Emails gerade weitergeleitet.

Thank you very much, ricktor26, for the forwarded emails. Do you have knowledge of the other account as if it was created under your credentials by someone else or if the casino simply moved the deposited funds there since you had a deposit limit applied to your original account?

I have no knowledge of the other account and I have told the casino several times that the deposit should go into my account. But it didn't happen. Nevertheless, according to the limit, I shouldn't have been able to deposit and I still deposited but it was not credited to my account, but to say it was credited to an account with the same details is very dubious.

Ich habe keine Kenntnis über das andere Konto und ich habe dem Casino schon mehrmals gesagt, dass die Einzahlung auf mein Konto geschehen sollte. Aber es tat sich nicht. Nichtsdestotrotz hätte ich laut Limit nicht einzahlen dürfen und dennoch habe ich eingezahlt aber es wurde meinem Konto nicht gutgeschrieben, jetzt aber zu sagen es wurde einem Konto gutgeschrieben,welches die gleichen Daten hat, das ist sehr dubios.

Email from the Casino forwarded by the player:

Hallo,

> vielen Dank für Ihre E-Mail.

> Zunächst bitten wir Sie, von obszönen Ausdrücken abzusehen.

> Die erwähnte Einzahlung wurde auf ein Konto mit demselben Nachnamen vorgenommenen.

> Aus Sicherheitsgründen können wir keine weiteren Angaben machen, aber

> ich hoffe, Sie können sich an das richtige Konto erinnern.

>

> Mit freundlichen Grüßen,

> Angie

> NineCasino-Zahlungsanalystin

Thank you, ricktor26, for sharing the communication. Based on the last email you provided, it appears that the deposit was credited to your brother's casino account. I apologize for any inconvenience, but it seems unlikely that the casino would move your deposit without your knowledge. Is there any chance that you might have mistakenly deposited the funds into your brother's account? As far as I understand, it is only possible to make a deposit while being logged into your casino account, is that correct?

No, that's completely out of the question. I deposited into my account and nothing happened. I was logged into mine and I think this is a tactic now as the casino has breached their own responsible gaming policy as like I said I have a limit in my casino account.

Nein das ist völlig ausgeschlossen. Ich habe auf meinen Konto eingezahlt, und da ist nichts passiert. Ich war bei mir eingeloggt und ich denke, dass das jetzt eine Taktik ist, da das Casino gegen ihre eigenen Bestimmungen des verantwortungsvollen Spielen verstoßen hat, da ich wie gesagt ein Limit in meinem Casino Konto habe.

I understand. Could you please advise if you and your brother share the same IP address or device?

Yes, of course, we do not use the same device or the same IP.

Ja klar, wir verwenden weder das gleiche Gerät noch dieselbe IP.

I apologize for the delayed response.

Could you kindly indicate which pieces of information appear to be identical between your account and your brother's? Thank you.

Thank you very much, ricktor26, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you ricktor26 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NineCasino for their help in resolving this complaint. We would like to know why was the deposit accredited to a different account and how we can help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

We apologize for any inconvenience you've experienced. Upon further investigation, we confirmed that the deposit in question was credited on 2023-07-27 07:37:40 UTC. We are looking into the matter to rectify the situation and ensure that your funds are properly allocated. Thank you for bringing this to our attention, and we appreciate your patience as we resolve this issue.

Best regards,

Nine Casino

I find it very interesting that they now need more than 5 days for such a thing, which shows that they definitely made a mistake somewhere.

Sehr interessant finde ich es, dass sie für eine solche Sache jetzt mehr als 5Tage benötigen, das zeugt davon, dass sie auf jeden Fall irgendwo einen Fehler begangen haben.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

???

Dear, Casino Guru Team.

I hope this message finds you well. We wanted to address the recent extension of the complaint regarding the missing deposit. We've reviewed the case thoroughly and would like to confirm that the missing deposit was credited on 2023-07-27 at 07:37:40 UTC.

If there are any further concerns or information needed, please don't hesitate to let us know. We're here to ensure a fair and transparent resolution process for all parties involved.

Thank you for your attention to this matter.

Best regards,

Are you kidding me? They simply said the same thing as three weeks ago and didn't check anything because the deposit didn't appear in my account and they attributed it to another account. This is probably a joke on her part and she can't possibly be serious after 3 weeks!!!

Wollen sie mich auf den Arm nehmen? Sie haben einfach das gleiche gesagt wie schon vor drei Wochen und haben hier gar nichts geprüft, da die Anzahlung nicht auf meinem Konto erschienen ist und sie es einem anderen Konto zugeschrieben haben. Das ist jetzt wohl ein Witz ihrerseits und kann unmöglich ihr ernst nach 3 Wochen sein !!!

They didn't help us on any point and didn't provide any information or evidence. However, I have proven that the money went away and they transferred it to another account. Also, they have been replying outside of the prescribed time for a day now. It's extremely unkind to say they'll take care of it and then nothing happens for 2 weeks. What is shameful is that they simply repeat the same claims and provide no information or evidence.

Sie haben uns in keinem Punkt weiter gebracht und auch keine Informationen oder Beweise geliefert. Ich jedoch habe bewiesen, dass das Geld abgegangen ist und sie es einem anderen Konto zugeschrieben haben. Außerdem antworten sie jetzt seit einem Tag außerhalb der vorgeschriebenen Zeit. Es ist äußerst unfreundlich zu sagen, dass sie sich darum kümmern und dann passiert 2 Wochen lang nichts. Beschämend ist es, dass sie einfach die gleichen Behauptungen erneut anstellen und keine Informationen oder Beweise liefern.

I just want to remind you that this case was opened over a month ago(!) and nine Casino has done nothing to resolve this issue since they became involved in this conversation

Ich möchte nur daran erinnern, dass dieser Fall vor über einem Monat geöffnet wurde(!) und nine Casino nichts zur Lösung dieses Problems beigetragen hat, seitdem sie in diesem Gespräch beteiligt sind

You are welcome to disclose which player you attributed the money to.

Sie können doch mal gerne offen legen welchem Spieler sie das Geld zugeschrieben haben.

It remains extremely ridiculous, the support from nine Casino proves that they really are not the best helpers. I predict to everyone reading this that the next message will be something like "for privacy reasons you are not allowed to share the name of the other account."

I am very disappointed with this casino and have already activated every limit because I will no longer play in this casino as long as this case is not resolved and will therefore never play there again.

Es bleibt äußerst lächerlich, der Support von nine Casino beweist hiermit, dass diese wirklich nicht die besten Helfer sind. Ich sage allen, die das hier lesen voraus, dass die nächste Nachricht sowas wie "aus Datenschutzgründen dürfen ihnen den Namen des anderen Accounts nicht mitteilen"

Ich bin sehr enttäuscht von diesem Casino und habe bereits jegliches Limit aktiviert, da ich in diesem Casino solange dieses Casino Dosen Fall nicht klärt nicht mehr und damit nie wieder dort spielen werde.

Hello, Viktor

Kindly upload a bank statement where this transaction will be visible, as well as your bank account number (everything except first 2 letters of it and last 6 numbers may be hidden) and your name, other data may be hidden. It will help us in our investigation. If there are any further concerns or information needed, please don't hesitate to let us know. 

Thank you for your attention to this matter.

Best regards,

NineCasino

Why am I now obliged to bring something here again when it takes them a week to reply? They are so ridiculous. Incredible. Here is the bank statement

Wieso bin ich hier jetzt wieder in der bringpflicht, wenn sie eine Woche brauchen, um zu antworten? Sie sind dermaßen lächerlich. Unglaublich. Hier ist der Kontoauszug

Dear Nine Casino team,

I now ask you to disclose where the transferred amount went. Because that would be the only thing that would be fair.

Liebes Nine-Casino Team,

nun fordere ich sie auf offen zu legen, wohin der überwiesene Betrag gegangen ist. Denn das wäre das einzige, was fair wäre.

Dear NineCasino Team, could you please provide the evidence of the deposit to my email address (peter.c@casino.guru)? Thank you in advance!

Dear Peter

Information has been sent, kindly check it

Thank you for your attention to this matter.

Best regards,

NineCasino

Thank you NineCasino Team for the clarification.

Dear ricktor26, the casino representative provided me with evidence that the deposit was in fact credited to your brother's account. This complaint will now be rejected, thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.