NineCasino - Player's account has been blocked.

Hi team,

I opened an account to ninecasino and i completed my verification.

After these i made multiple deposits of more than 3000 euros in total and i succesfully withdrew 300 euros back to my Skrill 2 times, in 2 transactions.

Problem started when i asked to withdraw 850 euros and they cancelled my withdrawal 4 times. I requested to be paid in my Skrill and i also tried in crypto as they asked me to do.

I got an email from them that they close my account as i had another one and that i was self excluded.

There is no way i had another one. I trust there must be a confusion as they changed their site url to www.ninecasino5.com, as Hellenic Gambling Commission closed the previous ones.

Even if i am that wrong and i had another account, i think that they need to give me back all the deposits i made as a self excluded player verified and started depositing in their company.

Hope you will help me resolve the issue. Thanks!

Dear RgLoi13,

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 when was your account created? Have you accumulated your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hello Kristina and thanks for your reply.

My account was created on the 4th of March and blocked yeaterday. In the meantime i was verified and managed to deposit and withdraw money.

I would like to mention that casino stopped replying to me.

Kristina,

I ve forwarded all the mails from and to casino to you email.

I remain at your disposal for any further info.

I need to mention that casino contacted me, mentioning that my balance is real money and they suggested to reopen my account to withdraw them.

They insist though that i am connected with other accounts. Can this be due to the fact that i maybe used public networks or shared wifi?

Their mail:

There seem to be other accounts also registered with us sharing either your device, IP address, and/or browser, as this is visble in oour system.

Your balance on the account is real funds which will not be lost. I can suggest a solution which is to create a withdrawal request from your side if your account is reopened.

Best regards,

Dakota

NineCasino Support Team

From then noone is responding from the casino.

My account is still not accessible and my money is stuck in there.

Case is resolved and i was paid my withdrawal from Casino

Dear RgLoi13,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru