HomeComplaintsNineCasino - Player's account closed and withdrawal denied by Ninecasino.com.

NineCasino - Player's account closed and withdrawal denied by Ninecasino.com.

Amount: €1,000

NineCasino
Safety Index:High
Submitted: 20 Mar 2024 | Resolved : 05 Apr 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

7 months ago

The player from Germany has reported that NineCasino.com has unjustly closed their account and is denying a withdrawal of 1,000 euros. They further stated that despite being a fully verified and loyal player since 2021, they feel betrayed and deceived.

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8 months ago

Dear Ladies and Gentlemen,


I hereby address you with an urgent complaint. My player account with ninecasino.com has been unlawfully closed and my legitimate withdrawal of 1000 euros is denied to me To my request:


I've been a loyal player with ninecasino.com since 2021. My account was fully verified, including my ID details In the terms and conditions accessible to my country (Germany) on ninecasino.com, my country is not on the list of restricted countries. I feel betrayed and deceived by ninecasino.com.


It is immoral and unlawful to block my account and withhold my winnings after I have made my deposits without any problems The actions of ninecasino.com represent a clear breach of trust.


As a long-time and loyal player, I am appalled by this unfair treatment. I have evidence of cancellation of the payment. And of the terms and conditions screenshots. Which is shown to me on ninecasino.com's website.

Please help me 😞 Best regards,

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8 months ago

Dear Kathyyy03,

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. 

  • Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
  • Which games you’ve been playing (live casino games, slots, or sports betting)? 
  • Were your winnings accumulated with or without an active bonus, please?
  • If there’s any relevant communication, please forward it to petronela.k@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela


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8 months ago
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Thanks for the quick reply,


I registered in 2021 and my account was verified, I already had VIP status. I played and deposited without a bonus. And I only played slot machines that were allowed on the Ninecasino.com/de website that I had access to. I'll send you a screenshot. Thank you very much and look at the pictures Germany is not on the list of banned countries on the Ninecasino.com website that I can access.

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8 months ago

Hi Kathyyy03,

I have checked the general terms and conditions, and this is what I found (here):


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  • Could you please confirm that you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules as my access was denied when I used the German VPN (please see below).

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  • Could you please provide any supporting evidence that your account was successfully verified in the past?

Thank you very much.


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8 months ago
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Hello, I tried to access ninecasino.com today and it no longer works. Before I contacted Casino Guru, I went there and complained. I feel really ripped off. But I took screenshots when this was still possible. I signed up without a VPN but it's been 3 years and I don't know how to prove it. However, I saved the terms and conditions accessible to me as an offline site and copied the link to the terms and conditions https://ninecasino.com/de/terms and took screenshots in case you cannot access the page.

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8 months ago
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I will send to the email address petronela.k@casino.guru Send the scrollshort of the terms and conditions that were visible to me in Germany because the file is too large here.

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8 months ago
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I have now checked the Terms and Conditions link https://ninecasino.com/de/terms, these have also changed in the meantime, but I sent you the screenshot by email that it showed me two weeks ago in German in case you cannot open it I like to take screenshots individually.

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7 months ago

Thank you very much, Kathyyy03, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  


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7 months ago

Hello, Kathyyy03,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear NineCasino team,

Could you please provide us with an explanation of the player's situation in more detail and put it into perspective? Why has her account been closed and the winnings confiscated? What steps should the user take to withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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7 months ago

Hello, dear all.

Kathyyy03, thank you for contacting us regarding your problem, we will try to resolve the case and provide you with best assistance.

We take our rules very seriously and according to them Germany is still a restricted country for registration. Unfortunately, your account was closed for this reason.

As for your funds, they were not confiscated. The withdrawals were rejected because you had to withdraw funds to a German bank account and not to an account in another country.

But in any case, we are ready to credit your remaining funds to your bank account. We have already sent you an email requesting your bank details, could you please provide them via email?

Thank you in advance.

Best regards,

NineCasino Team.

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7 months ago
Translation

Hello everyone,


Okay, thank you very much Ninecasino, I sent the details by email. Unfortunately, it didn't sound like my winnings would be paid out in the live chat, so I had to go that route. I understand that they have to stick to the rules, of course. And when I receive my legitimate winnings payout, that's fine too, and I'll let you know immediately. I've never had any problems before, of course. Thank you very much that we were able to come to an agreement. I'll let you know when I receive my payment so that the case can be closed.


Kind regards Kathyyy03

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7 months ago

Thank you both for your replies and updates.


Dear Kathyyy03,

Feel free to let us know once you receive the payment.

Looking forward to hearing from you.

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7 months ago

Hello, dear Kathyyy03!

Thank you for sending us your bank details, we have already transferred your request to our payments team. After processing your refund we will inform you via email, as well as here.

If you have any other question, don't hesitate to contact us.

Best regards,

NineCasino team.

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7 months ago

Dear Kathyyy03!

We are pleased to inform you that your refund was successfully processed on our end. You should receive the funds within 5 working days.

If you have any other question, please let us know.

Best regards,

NineCasino Team.

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7 months ago
Translation

Hello everyone,


I have received the payment. Thank you very much for getting this sorted out so quickly 😊. All the best and good luck to Ninecasino, I was an enthusiastic player with you. Of course I understand the terms and conditions that must be strictly adhered to by your site, even if it is a shame that my account had to be closed. Thanks anyway for the exciting time. Many thanks also to Casino Guru for your help. ❤️😊 And for making so much effort to help. You deserve a lot of praise. Have a nice and successful summer, everyone. 👋

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7 months ago

Thank you, Kathyyy03, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.


Thank you, NineCasino Team, for your help and cooperation!


Best regards,

Branislav, Casino.guru

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