NineCasino - Player's account has been closed without explanation.

I am a regular player at nine casino since many years. Everything was fine till I manage to win more than 800 euro. I tried to withdraw via bank transfer and it always was declined. After asking to verify my cards that I have used to deposit and everything went well. My cards where verified. After it without any reason they asked me to verify my ID again. I could not verify it online as there is not anymore my country I sent them via email. First they asked for a selfie without ID because I have sent a selfie with ID. I sent again my ID and my selfie without ID. They told me to upload them online. I explain that I cant upload them online and I am sending them via mail because the online support told me this. After it I just got an email that my account was closed. I see here that this is a practice of nine casino to not pay any cashout. They did not give any explanation whey they closed my account and what happen to the founds I had in my account. I had there 800 Euro. I still dont know what will happen with the founds I had in my account. It lloks like they want cash out money anymore. Maybe they cashout 50-100 euro. Be carefull guys with this casino. Safety for players is first thing in online casinos. They just want your money, when is time to cashout than everything become difficult or let say impossible. If they want to close my account than welcome but why to keep the fou ds I played with cash. I have lost there the last 3-4 months and have been regular depositor. Now they told me they will contact via email, coz I still dont have any explanation.

Dear Klajdi83,

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.