The player from Portugal had almost €400 in winnings, but the casino canceled her account without explanation and stopped responding to emails. The issue arose because the account was registered in her son's name, although she had used her own bank card for deposits. Despite providing all requested documents and verifying the account, the withdrawal was canceled due to third-party payment issues. The complaint was rejected because the account was in her son's name, and only the account owner could submit complaints.
NineCasino - Player's account has been closed and her winnings have been confiscated.
Amount: €394
NineCasino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 months ago
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4 months ago
Translation
Good evening, I have almost €400 in my account that I won, but my account has been canceled. I did not violate any rules. The casino stopped responding to my emails and kept my money.
Automatic translation:
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4 months ago
Dear Iracema68,
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.
Could you please specify what types of games you played? Were they slots, live casino games, or did you participate in sports betting?
Could you please confirm that you passed the full KYC verification?
Have you accumulated your winnings with or without an active bonus?
Have you made any successful withdrawals before?
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
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4 months ago
Translation
Hello good morning, I played live casino. I did the full KYC check. When I created the casino account, as it is my son who plays the most, I entered his name on the casino account, but the bank account holder is me. On July 20th I spoke to the chat to say exactly that and asked them to change my son's name to mine (I have all the emails), the casino replied to say that the situation had been referred to the responsible department and was being dealt with. I continued to make deposits from my account without any problem. When I wanted to make a withdrawal, they asked me for my ID card, my driver's license, my son's ID card and proof of IBAN from my son's bank. All these documents were sent, and after a day of analysis the account was completely verified. When I went to make the withdrawal, it was canceled for reasons of "payments" from third-party accounts, if memory serves. I am a direct family member, I am a mother, I informed the casino from day 1 to change the data to my name so that everything would be correct, they did absolutely nothing, and when I finally try to withdraw the money I won they cancel my account, keeping the money and failing to respond to my emails. The winnings were all without bonuses. I have never made a successful withdrawal, this would be the first and it has been canceled.
Thank you
Edited
Automatic translation:
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4 months ago
Translation
Hello good morning, I played live casino. I did the full KYC check. When I created the casino account, as it is my son who plays the most, I entered his name on the casino account, but the bank account holder is me. On July 20th I spoke to the chat to say exactly that and asked them to change my son's name to mine (I have all the emails), the casino replied to say that the situation had been referred to the responsible department and was being dealt with. I continued to make deposits from my account without any problem. When I wanted to make a withdrawal, they asked me for my ID card, my driver's license, my son's ID card, proof of IBAN from my son's bank, a photo of my credit card and my son's credit card. All these documents were sent, and after a day of analysis the account was completely verified. When I went to make the withdrawal, it was canceled for reasons of "payments" from a third-party account, if memory serves. I am a direct family member, I am a mother, I informed the casino from day 1 to change the data to my name so that everything would be correct, they did absolutely nothing, and when I finally try to withdraw the money I won they cancel my account, keeping the money and failing to respond to my emails. The winnings were all without bonuses. I've never made a successful withdrawal, this would be the first and it's been canceled.
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4 months ago
Thank you for your response. Your situation looks quite complicated, so please clarify the following information for me:
When exactly did you register at NineCasino?
When exactly did you contact customer service to change the name of the account owner? Was it before or after you deposited? What was the support's reply?
Did the casino customer support change the name of the account holder? Do you have any emails or chat transcripts proving this change was made and approved by the casino? Please forward them to me at veronika.l@casino.guru.
How many payment methods (payment cards) have you used for depositing to the casino account? Could it be possible that your son used his own card or another payment method to deposit at the casino?
Your cooperation in providing these details will help us investigate and work toward a resolution.
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4 months ago
Translation
Good afternoon,
The day I registered, if memory serves me right, was July 20th. The same day I registered I spoke to the chat to mention that by mistake the name of the casino player was my son, but the account is mine, the bank card is mine, and I asked to change the name of the casino player to mine (I have the email from the chat with the casino). To which they said that they would forward the request to the higher department and that I could continue at the casino.
Customer support didn't change the name because they said they couldn't change the name in chat and had to forward it to the higher department, but they asked for photos of my son's ID, proof of my son's bank account less than 90 days old, my son's credit card, my ID, my driver's license, my credit card. All these photos were sent to the casino and my profile after sending all these documents was verified.
I don't understand why they canceled my account and kept my money.
Thank you
All payments in the casino were made with my card, only with my card.
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3 months ago
I am sorry but since the casino account is in your son's name, the owner is your son, not you, even though you deposited to the account with your card.
Regrettably, we are unable to accept complaints submitted by individuals other than the owner of the casino account. In the event of any difficulties, it is necessary for the affected player to personally submit the complaint, as we are unable to engage in discussions or disclose personal information to unrelated parties.
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.
