NineCasino - Player’s account is closed and unable to withdraw.

Hello, im an old ninecasino player but suddenly my account is suspended and i cant withdraw (october 29) and my account is fully verified so i dont know why they did it

They asked for proof of funds what I sent in november 4 and since then i didnt got any answer from them, i wrote them many times

Also i cant contact with them in live chat

Dear Drakkor,

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.?
• Do I understand correctly that you currently have ₮5,000 (dispute value) in your casino 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 everything

Its euro, just I didnt found it in the list

Yes, some of it, but not much

Thank you very much for your reply, Drakkor. 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.

Hello they asked for proof of funds, i sent them my winnings from other casinos also i didnt got any answer from them in 4 days, they say they trying to resolve, but I dont know whats taking soo long to do, my account is fully verified

No, they just saying they check my account and they rarely respond in email but they doing this since october

Could you please clarify if winnings from other casinos are your only income?

Yes in the last 3 months and they ask about the last 3 months

Also it looks like they accepted it but they checking my account and its been like 20 days now

Thank you very much, Drakkor, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello Drakkor,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a NineCasino representative to join this conversation and participate in resolving this complaint.

Dear NineCasino,

Could you comment on this?

Thank you in advance for providing the information.

Hello!

Thank you for bringing this matter to our attention. We sincerely appreciate your patience as we work to resolve it in a way that is fair and satisfactory for both parties.

Please rest assured that our team is still diligently working on this issue. We understand how important this is to you, and we’re treating it with the utmost priority to ensure a thorough and fair resolution.

We apologize for the extended waiting time and will provide you with an update as soon as we have more information.

Thank you again for your understanding and for bringing this to our attention.

Best Regards,

Nine Casino

Dear NineCasino,

Thank you for your response and the information provided.

Please respond as soon as possible with the relevant information regarding the complaint.

I'll be awaiting your reply.

Hello!

Thank you for bringing this matter to our attention and for your continued patience.

We want to assure you that our team is still diligently working on your case. We apologize for the delay and any inconvenience this may have caused. We have received all the necessary documents from your side, and the matter is currently under review.

Please rest assured that we will update you immediately as soon as we have new information to share. If you have any further questions in the meantime, feel free to contact us.

Thank you for your understanding.

Nine Casino

Dear NineCasino,

Thank you for your response.

Please respond once you have reviewed the player's account and let us know the reason why the player's account got suspended and the winnings were not paid.

I'll be awaiting your reply.

Hello!

Thank you for your continued patience, and for bringing this matter to our attention.

We understand that this process has taken longer than expected, and we sincerely apologize for the delay. Please know that our team is thoroughly reviewing your case to ensure that all aspects are carefully evaluated. Resolving this issue remains a top priority for us, and we are working diligently toward a fair resolution.

Our goal is to address this matter in a way that benefits both parties and prevents any similar situations in the future. We will provide you with an update as soon as new information becomes available.

In the meantime, should you have any further questions or concerns, feel free to reach out.

Thank you for your understanding and cooperation.

Best Regards,

Nine Casino

Dear Drakkor,

We are sorry for the delayed response and we are grateful for your patience.

Kindly be informed upon the following paragraph from our terms and conditions:

The Casino reserves the right to close your account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at the Company's absolute discretion and without any obligation to state a reason or give prior notice.

Your account will be closed per administrative decision. Please withdraw the funds from your balance.

Best Regards,

Nine Casino

When i will get my refund?

Dear Drakkor,

You have to make a withdrawal request from your account, as it's not a manual refund from our side.

We are looking forward to hearing from you.

Best Regards,

Nine Casino

Hello Drakkor,

Did you manage to request a withdrawal from your casino account?

I'll be awaiting your reply.

I got my money, thank you for your help casino.guru

Dear Drakkor,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru