NineCasino - Pelaajan voitot takavarikoitiin.

I am reaching out to you because I feel cheated. I want to claim my prize which, for reasons known only to them and which I don't understand, they have closed my account and are only telling me that it was something to do with forgery. This is clearly a fabrication on their part because they have provided no evidence or explanation.

I hope for a swift resolution or I will be forced to take legal action.

I put my trust in you and in less than 5 days on your platform, I've been scammed. I am not making a claim for anything that isn't rightfully mine.

My balance was 800 euros - you can verify this. I have even sent my documents and all I get in response is delay tactics.

I look forward to a prompt response.

Me pongo en contacto con ustedes porque me siento estafada, quiero reclamar mi premio que por motivos que solo saben ellos y que no entiendo me han cerrado hasta la cuenta y solo me dices que fue algo de falsificación que por supuesto se lo han inventado porque no me dices ni me dan pruebas de nada.

Espero que me lo solucionen pronto o tendré que tomar medidas judiciales.

Deposité mi confianza en ustedes y no llevo ni 5 días en su plataforma y ya me han estafado, no estoy reclamando nada que no sea mío.

Mi saldo era de 800 e lo pueden verificar, envíe hasta mis documentos y solo saben darme largas.

Espero su pronta respuesta.

Dear Idaira,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on while your account was active - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• Have you received any confirmation regarding successful verification?

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

Best regards,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Good afternoon, thank you very much for responding. I played Royal Joker, Moon of Ra, Sun of Egypt 3, Coin win, etc. games. It had some bonus but I think it was only 3e in bonus and 800e in real money.

I sent the documents to verify my account and then to withdraw the money and they blocked me and closed the account without further ado.

Thank you so much!

Buenas tardes, muchas gracias por responder. Jugaba a los juegos Royal Joker, Moon of Ra, Sun of Egypt 3, Coin win, etc. Tenía algún bono pero creo que solo 3 e en bono y 800 e en dinero real.

Mandé los documentos para verificar mi cuenta y seguidamente para retirar el dinero y me bloquearon y cerraron la cuenta sin más.

Muchas gracias!

Thank you very much for your reply, Idaira. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Good afternoon,

Of course, I just sent you the complete conversations and document that I also sent.

Even so, I don't understand anything because I sent everything correct and original, all this annoys me because I am not the first one who has been in this situation with them.

Thank you so much.

Buenas tardes,

Por supuesto, le acabo de enviar completa las conversaciones y documento que también envié.

Aún así no entiendo nada porque yo envié todo correcto y original, me mosquea todo esto porque no soy la primera que ha estado en esta situación con ellos.

Muchas gracias.

Thank you very much, Idaira, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Idaira,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite NineCasino to join the conversation.

Dear NineCasino,

Could you please clarify why you have flagged the player's provided documents as potentially forged? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Hello, dear all!

We really appreciate you taking the time to let us know about this issue.

Dear Idaira, we have conducted a thorough review of your account and the documents you provided for verification.

Unfortunately, our specialists had reason to believe that the documents you provided were not genuine. According to rule 7.5 of our website "It's the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player".

Based on the verification of the responsible department, your winnings have been confiscated and your account has been closed.

We hope for your understanding.

Best regards,

NineCasino team.

Hello everyone, nine casino informs you that the documents provided to you were also sent to Casino Guru and I assure you that they are not falsified at all and you will be able to verify it. If it were falsified, I would not be contacting you in this way because I know forgery is a crime, I am even waiting to have more information that if it is not resolved, go through judicial means, you believe that I have falsified as you say... Was I going to mess with all this?

Hola a todos, comunicarle nine casino que los documentos proporcionados a ustedes fue enviados también a Casino Guru y les aseguro que para nada son falsificado y lo podrán comprobar. Si fuese falsificado no estaría poniéndome en contacto por esta vía porque la falsificación sé que es un delito, incluso estoy pendiente de tener más información de que si no se soluciona ir por la vía judicial, ustedes creen que si he falsificado como ustedes dicen... iba a meterme con todo esto?

Dear Idaira,

Can you please sent me a selfie of you holding your ID close to your face and a piece of paper with today's date to my email michal.k@casino.guru? Please make sure that the details on your ID are clearly visible.

Good afternoon Michael, I have already sent it to you, anything you need let me know. Thank you so much

Buenas tardes Michael, ya se lo he enviado, cualquier cosa que necesite hágamelo saber. Muchas gracias

Dear Idaira,

Thank you for your email and the provided selfie.

Thank you for your email and the provided evidence, NineCasino Team.

Dear Idaira,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. 

It is an industry standard that all players need to provide valid original documents for KYC and AML purposes without any tampering or editing. Providing false or forged documents is not acceptable in any casino, and if this is detected, the casinos have the right to cancel the withdrawal and permanently close the player's account. There were indeed inconsistencies detected with the documents you have provided, and the casino team has acted according to its terms and conditions.

Under these circumstances, I will not be able to help you further, and this complaint will now be rejected.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru