The player from Portugal had nearly €400 in winnings but had their account canceled without breaking any rules. The casino was unresponsive to their emails regarding the withheld funds. The Complaints Team reviewed the situation and concluded that the player had violated the casino's terms by sharing an account with another person and using a third-party payment method. As a result, the casino had the right to confiscate the winnings and close the account, leading to the rejection of the player's complaint.
NineCasino - Player's account has been closed, funds are confiscated.
Amount: €390
NineCasino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Good evening, I have nearly €400 in my account that I won, and my account was canceled. I did not break any rules. The casino stopped responding to my emails and kept my money.
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2 months ago
Dear Bruno39,
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.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
- Have you been informed about the reason for the account closure?
- Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,
Dominika
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2 months ago
Translation
Hello good morning, I have never made any successful withdrawals, this would be the first withdrawal and it was canceled. I did the full KYC check. The winnings I got were without bonuses. When I created the casino account, as I'm the one who plays most often, my mother mistakenly put my name as a player when she created the account, but it's her bank details that are associated with the account. As soon as the casino account was opened, on the same day I spoke to support in chat (I have that email) explaining the situation and asking them to change the player's name to my mother's name. I was asked for my id, my bank statement with my name and less than 90 days old, my credit card, my mother's id, my mother's driver's license and my mother's credit card. All these documents were sent and the verification was complete and active. The reason they gave for closing my account was that I had used "third party" means of payment, and the third party they are referring to is my mother, and the casino knew about this from day one and didn't stand in the way and accepted numerous payments from my account with my mother's card, only to raise problems. I don't think I broke any rules, because as soon as I opened my account I informed the casino and they said they would refer me to the responsible department and that I could continue playing as I did. There were never any problems making deposits, the only problem was withdrawing the money I won without a bonus from the casino.
Thank you
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2 months ago
Dear Bruno39, thank you for the information provided. Could you please share your communication with the casino regarding the name change request? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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2 months ago
Translation
Good afternoon, as requested I emailed dominika.l@casino.guru the bate paper the day I opened the account asking them to change the player's name. If you need any more information, I'm happy to help. Thank you
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2 months ago
Dear Bruno39,
Please understand that you and your mother seriously violated the basic rules of online gambling. Firstly, no sane and serious casino allows two people to share one account. Each user/player must create an account in their own name and verify the account with their own documents.
Furthermore, the person who creates the account cannot share their login details with anyone.
And lastly, the name of the account holder must match the name of the payment method owner. This is also mentioned in the General T&Cs:
The Company does not accepted third party payments. Deposits can only be made from a bank account, bank card, e-wallet, or other payment method registered in your own name. If it is determined during security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company does not claim responsibility for the lost funds deposited from third party accounts.
Furthermore, please check our Fair Gambling Codex for Players:
Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.
Regrettably, we cannot assist you in this situation and the casino has the full right to confiscate all winnings and even close this account. I recommend that everyone create individual accounts, verify them with matching documents, and use a payment method issued in the same name as the casino account holder. Please never share an account with another person again.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.
Thank you for your understanding.
Best regards,
Dominika
