NineCasino - Player's account is blocked and payout delayed.

Sehr geehrte Damen und Herren ich habe im nine Casino sehr viel eingezahlt ca 9000 Euro und habe davon 3000 Euro insgesamt gewonnen sie haben mir gesagt das ich mein Geld bekomme und immer die Auszahlung verzögert und jetzt heute haben sie mein Konto einfach gesperrt und wollen mich nicht auszahlen wie kann ich vorgehen bitte um Hilfe zudem ich auch gelesen habe das viele Kunden beim nine Casino gesperrt sind und das gleiche Problem haben es wurde mir gesagt das die Auszahlung raus ist und dann hieß es es verzögert sich und das schon seid 2 Wochen

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

Ich habe Slots gespielt mein Konto war verifiziert ich sollte 3000 Euro umsetzten obwohl ich kein Boni bekommen habe

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.

Hallo Kristina ich hatte dir eine Email geschrieben mit den ganzen Details sie haben mir mein Konto immer noch nicht freigeschaltet mit der Begründung ich würde betrügen da ich eingezahlt habe mit einem Gemeinschafts konto mit meinem Lebensgefährten den Gewinn haben sie auch nicht ausgezahlt bis heute nicht mfg

Und es hieß ja auch das mein Gewinn bereits ausgezahlt wurde aber bis heute nix angeblich wurde es dann wieder storniert

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?

Ja mein Partner ist der Kontoinhaber und ich verfüge auch über das Konto gemeinschafts konto und damit habe ich eingezahlt und den Bonus runtergespielt jnd 3000 Euro gewonnen die sie mir nicht auszahlen erst hieß es das Geld ist unterwegs und dann wurde es storniert die Auszahlung mfg

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.

Liebe Kristina ich habe dir auf deiner Email geantwortet mfg Frau m***

Was ist jetzt mit meinem Geld?

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.