The player from Germany had deposited approximately 9,000 euros into Nine Casino and won 3,000 euros, but she faced consistent delays in receiving the payout. Her account became blocked, and she sought guidance on how to proceed, noting that other customers were experiencing similar issues. The Complaints Team reviewed her case but was unable to assist further due to insufficient evidence provided by her regarding the legitimacy of her deposits. It was confirmed by the casino's payment provider that the deposits had been returned at her request and had not reached the casino at all. Without adequate proof of proper transaction processing from the player, no support could be offered. The player must reach to the financial services she used for the deposits to confirm the successful procession of her deposit and provide it to the casino team to reconsider their decision.
NineCasino - Player's account is blocked and payout delayed.
Amount: €3,000
NineCasino
Safety Index:HighInsufficient evidence from player
REJECTED
Case summary
Dear Sir/Madam, I have deposited a significant amount, around 9,000 euros, at Nine Casino and have won a total of 3,000 euros from it. They told me I would receive my money, but they have consistently delayed the payout. Today, they simply blocked my account and refuse to pay me. How can I proceed? I would appreciate your assistance. Additionally, I have read that many customers at Nine Casino are also banned and experience the same issue. I was told that the payout was processed, and then it was said to be delayed, and this has been going on for 2 weeks now.
Dear jmisaljevic1,
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 which games you played - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
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,
Kristina
I played slots my account was verified I had to wager 3000 euros even though I didn't get any bonus
Thank you very much for your reply, jmisaljevic1. Have you received any explanation from the casino regarding the blocked account? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Dear jmisaljevic1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Hello Kristina, I wrote you an email with all the details, but they still haven't activated my account on the grounds that I'm cheating because I paid in with a joint account with my partner, and they haven't paid out the winnings to date.
And it was also said that my winnings had already been paid out but nothing to date, apparently it was then cancelled again
Could you please provide more information regarding the joint account? Are you and your partner both legitimate owners of this account? Can you provide any evidence confirming this?
Yes, my partner is the account holder and I also have the joint account and with that I deposited and played down the bonus and won 3000 euros which they didn't pay me out. First they said the money was on the way and then the payout was cancelled.
Please forward me evidence confirming you are the legitimate owner of the account you used to make deposits, otherwise, we won't be able to assist you. Thank you.
Dear Kristina, I have replied to your email, best regards, Mrs. m***
Thank you very much, jmisaljevic1, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear jmisaljevic1,
I'm Michal, and I have taken over this complaint. I have reviewed this 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 NineCasino,
Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru
Dear jmisaljevic1,
Your account has been closed for violating the company's anti-fraud policy.
When registering, you agreed to the company's rules.
It was discovered that the deposits made were returned by you. In connection with this, the company has suspended all payments of winnings to you.
Please get familiar with T&C:
"The company has a strict anti-fraud policy and uses various anti-fraud tools and techniques. If the player is suspected of fraudulent activity, including but not limited to: participating in collusion of any kind with other players; fraudulent acts against other online players casinos or payment providers charge back transactions with a credit card, refuse some payments made, create two or more accounts, engage in other types of fraud or become insolvent in their country of residence, the Company reserves the right to terminate this account terminate and suspend all accounts and payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed of the reasons for such actions. The company also reserves the right to notify the relevant regulatory authorities of the player’s fraudulent activities."
Best Regards,
NineCasino
Thank you for your response, NineCasino Team.
Please forward any evidence of the above to me at michal.k@casino.guru
Dear all,
We are sorry for the delayed reply.
Our team is gathering the requested information from the payment provider. Once we are done, the information will be sent immediately.
Thank you for your patiance and understanding.
Best Regards,
NineCasino
Dear NineCasino,
I acknowledge that gathering the necessary evidence may require some time. I await your email with anticipation.
Dear Michal,
Thank you for being so patient.
We have received the information from the payment provider and it was forwarded to your email, please check it and let us know your opinion on our proposal on how to proceed with the case.
Best Regards,
NineCasino
Dear jmisaljevic1,
Can you please clarify how you made the deposits to the casino? Did you use some kind of exchange service - "normal money" to crypto currency—when you deposited in the casino?
Please forward me the full bank statement from the account you made the payments for the last 90 days so we can review the deposit transaction with the casino team to michal.k@casino.guru
Dear jmisaljevic1,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
I had never given the bank statements to the casino and it was paid with instant transfer and credited to the account mfg
Dear jmisaljevic1,
In order to assist you with your complaint, I kindly request that you send me all the documents you have submitted to the casino team regarding the KYC process. This should include the complete bank statement from the account used for payments over the past 90 days. This information will enable us to review the deposit transaction with the casino team at michal.k@casino.guru.
I appreciate your timely response.
Sorry I don't have the bank statements anymore, Nine Casino got everything from me, as I said it's a joint account with my partner.
Dear jmisaljevic1,
Regrettably, we are unable to assist you with your case due to a lack of sufficient evidence on your part. It has been confirmed by the casino payment provider that the deposits you made were returned by you. Furthermore, while you utilized a crypto transaction service, Kryptonim, you have not provided adequate proof that the deposits were processed correctly or that they were not recalled by you.
As a result of these circumstances, we find ourselves unable to offer any support in this matter. You are certainly entitled to disagree with this outcome and can continue to pursue your case by reaching out to the financial services you used to gather evidence of the transactions and provide it to the casino team. However, we must inform you that we cannot assist you further, as this matter falls beyond our competencies.
Sorry, we were not able to help you with this one, but feel free to reach out to us again should you encounter any other issues with this or another casino. We will try our best to help.
Best regards,
Michal
Casino Guru
