The player from Germany claimed that money had disappeared from her account, pointing out a game she had never participated in appeared in her history. She explained that she had only played Book of Dead and Legacy of Dead, and denied playing the game Royal. The casino had suggested that two accounts were logged in from the same IP address, which she attributed to her friend using her WiFi. She also mentioned that her account had been blocked for 8 days with no response to her emails. Despite our team's efforts to gather more information and extend the response time, the player did not provide further details. Consequently, we could not investigate further and had to reject the complaint.
NineCasino - Player complains about mysterious lost funds.
Amount: €30
NineCasino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
My money has suddenly disappeared from my account. The lady in the chat doesn't know what happened. In the history, there's a game listed that I never played!!!
Automatic translation:
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9 months ago
Dear javcikolu,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru ? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
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9 months ago
Translation
I deposited €28. I haven't played this game Royal at all. I've only played Book of Dead and Legacy of Dead. In the chat they claim that 2 accounts are logged in from the same IP address. I only have one account at Ninecasino. My friend has his. If he's with me, it's logical that he's logged in via my WiFi. He once played this game Royal and staked at 60 cents, but from your account. It's not about €30. It's about principle!!! I can't take a screenshot every time I change the game!! In the chat you say-wait. They don't respond to emails
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9 months ago
Dear javcikolu,
Does anybody else have access to your casino account who maybe logged in and played with your balance?
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9 months ago
Translation
No . And my account is blocked. For 8 days!! Nobody responds to emails either
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8 months ago
Hello jacque1,
Can you please advise if your account or your friend's account is verified? Would it be possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?
