NineCasino - Player's account has been closed.

Essentially, I deleted my account out of frustration over the 80,000€. I requested 35,000€ from them, but since then, I haven't heard back. I obviously want to receive some of my winnings, among other things they didn't facilitate the withdrawal.

Dear albertorgpi10,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

1. Could you please specify why you closed your casino account?
2. What was the balance in your account at the time of your account closure?
3. Do I understand correctly that the casino voided your winnings of €80,000? Have you received any explanation for why?
4. Have you accumulated your winnings with or without an active bonus?
5. Have you passed the full KYC verification?

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

Best regards

Veronika

1. Frustrated by not being able to withdraw the money even in part when on other occasions I was able to withdraw it without problem

2. I don't remember

3. The casino voided my winnings when closing my account

4. Yes, without bonus

5. Yes, verification done

In a document of conversations held with. The casino does not deny me the situation. Just explain and once I explain everything. That's when they stop answering.

Abusive clauses not allowing the withdrawal of the funds earned.

Encourage irresponsible gambling by looking for non-existent technicalities about my identification and not being able to withdraw my winnings.

Non-compliance with article 284 of the penal code.

"execute a transaction, give a trading order or any other activity or conduct that affects, through fictitious mechanisms or any other form of deception or artifice, the price of one or more financial instruments or a cash contract on raw materials related to they"

They operate in Spain without a license

Have you accumulated your winnings playing casino games like slots and live games, or did you participate only in sports betting?

It was in slots and slots it was not in bets

Thank you very much, albertorgpi10, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello albertorgpi10,

I'm Michal, and I have taken over this complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite NineCasino to join the conversation.

Dear Nine Casino, 

Could you please provide additional clarification on why the player was unable to withdraw their winnings? What demands from your side made the player decide to close their account? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Dear albertorgpi10,

We have conducted a thorough review of your account and investigated the details of your complaint. However, unfortunately, we have not found a reason why the disputed amount should be refunded to you.

According to the information we see in your account, you made only two withdrawals of £2,500 and £500, which were subsequently cancelled by you. In any case, these withdrawals could not have been approved since you did not complete the full account verification process. Ultimately, you lost all your funds and closed your account, leaving no balance for a refund.

We hope for your understanding.

Best regards,

NineCasino Team.

I have some emails where they don't say the same thing. And if necessary I will take them to the European justice system so that justice is never better said.

Thank you for your response and the provided evidence, NineCasino Team.

Dear albertorgpi10,

After reviewing all the information provided by the casino representative, we are no longer able to pursue your case. As it was mentioned above, you indeed requested two withdrawals of €2,500 and €500, but these were canceled by you. Subsequently, you continued to use the funds for further gameplay, resulting in the depletion of your real money balance. Once your balance reached zero, you requested the closure of your account. Regarding your claim of the casino owing you €35,000, there is no basis for this as all real money funds were fairly lost by you. Therefore, the casino has no obligation to refund you. Furthermore, even if you did not cancel the withdrawals, you would not be able to receive them at that point because you have not completed the full account verification process.

Due to the aforementioned reasons, this complaint will now be rejected. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Michal

Casino Guru