The player from the United Kingdom faced issues with her casino account, which had been suspended due to discrepancies in the registered name and date of birth. The Complaints Team reviewed the case and confirmed that using third-party personal information violated the casino's rules, preventing verification and withdrawal of winnings. As no additional supporting circumstances were provided, the complaint was resolved by being rejected as unjustified. The player was advised to ensure correct personal information was used when creating accounts in the future.
Nine Win Casino - Player's account has been closed.
Amount: £22,000
Nine Win Casino
Safety Index:Above averageSafety Index
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7.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Dear Sadafnaz365
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that providing false personal data is absolutely prohibited in all online casinos.
5.7. All information that you provide to ninewin.com during the term of validity of this agreement is true, complete, and correct, and you shall immediately notify ninewin.com of any change of such information.
Since you entered your husband's name and date of birth, you created an account which breaks the casino's rules. In an online casino, you must use your own personal information when registering an account and deposit using payment methods under your name. Failure to do so will cause you to not be able to complete verification and your balance might be confiscated.
Please let me know if there is any other information I haven't considered, otherwise, your complaint will be rejected as unjustified.
Thank you in advance for your reply.
Best regards,
Tomas
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1 month ago
check of the visa page my name on the my husband visa if you need to any proof my marriage certificate i can provide proof consil provide to me in a 2 month
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1 month ago
submitted my civil marriage application in the concil
through email i can show you E-mails screen shot
Public
Public
3 weeks ago
Dear Sadafnaz365,
Once again, If you open an account and you use 3rd party personal information in your profile (personal information of someone else) you are breaching the casino's rules. This will cause you will not be able to complete verification and withdraw winnings. This is a rule you should never break in any online casino. If you enter incorrect information by mistake, you need to contact casino support before depositing and playing to avoid issues.
Unfortunately, we can't argue in your favor when you use incorrect personal information when creating an account. Since no other circumstances were presented to support your case, we're forced to reject your complaint.
Even though we couldn't help you in this case, please do not hesitate to contact us if you run into issues with any online casino in the future.
