J9.com Casino - Player’s account is blocked after winnings.

I lost $650 in this casino for a month, but when I made the last deposit of $200 and won $580, they blocked my account and did not even want to pay the deposit!

Hello ilya998,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with J9.com Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• Did you receive any kind of explanation from the casino regarding the blocked account?

Looking forward to your answer.

Regards,

Nick

I verified my account immediately upon registration, I played only with my real money (I did not make a single withdrawal, made deposits in the amount of $ 630), the casino says that I use abnormal bets

Dear ilya998,

Could you kindly confirm whether you were engaging in casino games or sports betting? Additionally, could you specify the types of games you were playing? If possible, we would appreciate it if you could forward any communication between you and the casino to nikolas.b@casino.guru.

Thank you for your assistance.

I've been betting on sports and a bit of a casino

Dear Ilya998,

Could you kindly forward the communication between yourself and the casino regarding this matter to nikolas.b@casino.guru? This would assist us in understanding the reasons for your account being blocked.

Thank you for your cooperation.

Best regards,

Nick

They didn't email me, they just wrote in my personal account that I had placed abnormal bets and therefore blocked my account

But I have never made a withdrawal and my account is at a total loss, how could I make abnormal bets?

Dear Ilya998,

As we currently do not have detailed information regarding the "abnormal bets" that led to your account being blocked, your case will now be forwarded to my colleague Peter (peter.c@casino.guru), who will be assisting you moving forward.

Please note that if these bets are related to sports betting, we will be required to close the complaint, as we handle only casino-related matters.

Wishing you the best of luck in resolving the issue.

Best regards,

Nick

Hello there,

Thank you ilya998 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask J9.com Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

ok

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. The casino is currently not licensed due to changes in regulations therefore it's not possible to escalate the complaint further to the regulator.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter