HomeComplaintsNineCasino - Player’s account has been closed without explanation.

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

Amount: €4,100

NineCasino
Submitted: 14 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

1d 16h 10m 14s

Case summary

The player from Ireland has her account closed by Nine Casino due to an alleged breach of terms involving collusion with other players. Despite providing verification documents and confirming that the account was verified, the player remains unsure of the basis for the closure and has received unhelpful responses from the casino regarding the situation.

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Hi, I want to raise a complaint regarding the closure of my account with Nine Casino, which was allegedly due to a breach of their terms and conditions. I received an email from their support team stating, "After a thorough investigation of your account, we have determined that there is an involvement of collusion with other players in attempts to abuse our bonus system."


I have played with my own funds and have won using those funds. Therefore, I am uncertain about the nature of the accusation and firmly believe that I have not violated any of their terms and conditions.


Following the request for verification, I provided the necessary documents, including my transaction history and proof of funds. After submitting the required documentation, I received confirmation that my account was verified. However, on the same day, I was informed that my account had been closed.


I have sought clarification from Nine Casino regarding the closure and requested any evidence supporting the claim. Unfortunately, their responses have been unhelpful, as they continue to assert that no further action can be taken.


I kindly request your assistance in resolving this matter. thank you

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Dear donovannatalie9,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you accumulated your winnings with or without a bonus?

If you played with a bonus, kindly send me a link or a screenshot of it.

Have you made any successful withdrawals from this casino before?

Have you used any VPN or IP masking software to access the casino website?

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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Thank you for your prompt response.


I would like to confirm that I have accumulated my winnings without any bonuses, using my own funds. I have previously made a successful withdrawal with this casino, and to clarify, I have not used any masking techniques to access the casino website. I hope you'll be able to help me and thanks in advance.

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