Nine Casino - Pelaajan varat takavarikoidaan.

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Hello,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Nine Casino. I'm afraid I will need more information regarding your problem. Could you please elaborate? Has the casino requested a proof of funds which you are unable to provide?

Thank you in advance for your response.

Best regards,

Attila

Yes they removed my balance and want to see proof of funds 11k I deposited myself I won only a little bit of money.

I don't see how unfair this is. I provided all my documents.

Dear Darksid3,

Thank you very much for submitting your complaint.

The requirement to request a proof of funds might be part of the Anti-Money Laundering compliance of the casino. Once it's requested from the player we might not compel the casino to skip this step. Therefore we would recommend you provide the documents and let us know about the result. If this step is not successful, we'll intervene.

Checking bank statements for the last three months is important for an online casino to verify a player's income as part of Anti-Money Laundering (AML) compliance for several reasons:

1. Source of Funds Verification: Reviewing bank statements helps ensure that the money used for gambling is derived from legitimate sources. This is crucial to prevent money laundering, where illicit funds might be funneled through the casino to appear legitimate.
2. Financial Stability Assessment: By examining recent bank statements, the casino can assess a player’s financial stability. This helps to identify any unusual or suspicious transactions that could indicate money laundering activities.
3. Customer Profiling: Understanding a player’s financial situation allows the casino to build a more accurate profile. This helps in detecting inconsistencies or red flags that might warrant further investigation.
4. Regulatory Compliance: Online casinos are often required by law to conduct due diligence and monitor transactions to comply with AML regulations. Checking recent bank statements is a standard part of this due diligence process.
5. Risk Management: Ensuring that players are using funds that they can afford to lose helps protect both the casino and the players from financial harm, thereby reducing the overall risk of financial crime within the casino.
6. Transaction Patterns: Regular monitoring of bank statements can help identify patterns of deposits and withdrawals, making it easier to spot unusual behavior that could be indicative of money laundering.

In summary, reviewing the last three months of bank statements is a critical step in an online casino's efforts to ensure compliance with AML regulations, protect against financial crime, and maintain the integrity of their operations.

Please let me know of any further developments.

Best regards,

Attila

Thank you for your reply. Could you please forward all documents you provided to the casino for verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Done

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, Stefan (stefan.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,

Attila

Dear Darksid3,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Nine Casino to join this conversation and assist in addressing the complaint.

Dear Nine Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Darksid3,

We would like to inform you that the documents you provided have been reviewed and accepted. As your account is now verified, a refund procedure has been initiated and is currently in progress.

You will be promptly informed once the refund has been completed.

Thank you for your patience. If you have any further questions, please do not hesitate to contact us.

Best regards,

Nine Casino

Dear Darksid3,

Could you please let us know once you receive the funds back to your account?

I look forward to your response.

Still not get paid STILL NOTHING.

Dear Nine Casino,

Thank you for your response.

Could you please let us know once the player's refund has been processed? If possible, we would also appreciate an estimated timeframe for when the refund will be completed.

I look forward to your response.

Dear Darksid3,

We would like to inform you that the refund of your balance was successfully processed on 13 July to the cryptocurrency address you provided.

If you have not received the funds, please do not hesitate to contact us so we can assist you further.

Best regards,

Nine Casino

Dear Darksid3,

I hope you are doing well.

Could you please confirm whether you have received the payment from the casino so that we can proceed with closing the complaint accordingly?

I look forward to your response.

Dear Darksid3,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Darksid3,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Stefan