NineCasino - Player has cancelled her bonus accidentally.

I asked to withdrawal 500 dollars and they said I cancelled my bonus so I lost all my money I won

i did not cancel anything intentionally

this casino just scammed me

Dear BonBon106,

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. To assist us in understanding your situation better, can you please provide more information regarding your recent deposit and any associated bonuses?

Firstly, could you confirm whether you activated any bonuses when making your last deposit? It is important for us to know this in order to determine if there were any bonus terms and conditions that may have affected your withdrawal.

Additionally, are both your real balance and bonus balance accounts clearly visible in your casino account?

Finally, were you given any warnings when cancelling the bonus?

If there's any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to retrieve your winnings as soon as possible.

Best regards,

Petronela

I was not given any warning about cancelling my bonus. I have no idea that I did this. Definitely not intentional

I deposited 50 dollars and they gave me a 50 dollar bonus

Can you confirm if your casino account clearly displays both your real balance and bonus balance? Additionally, could you provide information on your progress with the bonus wagering requirements, such as whether you were close to completing them or if you canceled the bonus early on? Looking forward to hearing from you.

I can’t sogn in to look now

i think they booted me out

I got on the casino

i don’t understand this so I sent a screenshot

I'm sorry but you haven't replied to any of my previous questions. Could you please check my previous reply and try to elaborate?

I don’t know how to do that!

Both information should be visible inside your account. Can you see inside your account real balance and bonus balance?

I closed my account because I have a gambling addiction. I do not expect to get my 500 dollars back

I see your point. However, it is important to keep in mind that if you cancel the bonus before completing the required wagering, you may not be eligible to receive your accumulated winnings. It is important to adhere to the bonus terms and conditions in order to ensure that your active balance is withdrawable.

In regards to permanent self-exclusion due to a gambling problem, this would not be the reason for the confiscation of your active balance. It is only when the bonus terms and conditions are not followed that the active balance becomes non-withdrawable.

Therefore, it is always advisable to carefully read and understand the bonus terms and conditions before accepting any bonus offers. This will help to ensure that you are able to make the most of the bonus while also protecting your active balance.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear BonBon106,

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.

Unfortunately, we cannot proceed with the investigation or provide any potential solutions due to the lack of response from the player.

The complaint can be reopened by the player at any time.