The player from Germany, with VIP Silver 5 status at Ninecasino, had had difficulty withdrawing funds. Although she was fully verified, the support team had required additional documents and eventually cancelled all of her withdrawals. The player suspected an account hacking incident in January might have been linked to her current issues. Her account was suspended with her money stuck inside. After a series of exchanges between the player, the casino, and the Complaints Team, the casino had clarified that the player's account was verified and she could continue playing and withdraw her winnings. The player confirmed that the issue had been resolved and thanked the team for their assistance. We had then closed this complaint as 'resolved'.
NineCasino - Player’s account suspension and withdrawal cancellations.
Amount: €7,500
NineCasino
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
Hey..
I have been playing at Ninecasino for quite some time now (currently VIP Silver 5) & I was rather satisfied until my withdrawals were pending for two weeks. Numerous conversations with live support provided no insight.
An additional validation was supposed to be carried out.
On several occasions, I mentioned my understanding and also stated that I appreciate their careful procedure.
However, no action was taken, the support kept asking me to be patient, my emails to support went unanswered.
Withdrawals were never an issue. My account has been fully verified for a long time.
Then, I directly wrote to "complaints@ninecasino" and finally, something happened.
All my 5 withdrawals were cancelled today. My account is no longer verified.
I wanted to cooperate and dispatched all the potential documents.
They suddenly wanted a bank statement from an account that I couldn't link. All proof of my deposits were declined.
Then, an idea occurred to me:
In January, my account was hacked.. fortunately, I noticed quickly and could take necessary measures and security precautions with the support.
The person who accessed my account tried to withdraw my money via crypto.
Even the hacker wrote to support about experiencing difficulties and wanted to know what the problem was. Fortunately, that helped in buying time and I could quickly act to cancel the withdrawal.
After this event, I had no problem with withdrawals, everything went back to normal. (thanks again to the dedicated support that did not leave me alone!)
I passed my idea to support and they forwarded it and asked me to wait a short while..
Then I was told that it would take longer and I would be notified by email.
Suddenly, there was a notification in my account stating that I was suspended.
I can't assign the bank statement they want. I asked for the date and time of the deposit to which it refers, and also the method that I was supposed to have used. They did not want to answer this.
Now, my money is in the casino account which is suspended ?!
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9 months ago
Hello EkkoHunter,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NineCasino. Please allow me to ask you a few more question before we would move forward.
Could you please since when exactly is your account verified? How many withdrawals did you process since your account got hacked? When was the last time the casino responded to you and what was it about? Did they respond anything about the documents you forwarded to them?
Looking forward to your answer.
Regards,
Nick
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9 months ago
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Hello Nick,
Thank you for your feedback signal!
Member since February 8, 2022 and already verified at the beginning.I actually received an email today telling me to set up 2FA to unblock my account.
I'll have to wait for an answer before proceeding.
The documents I provided were rejected.
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9 months ago
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Hey Nick,
short update:
ninecasino confirmed to me by email that the ban has now been lifted.
then I asked what about the verification.
Another email said as follows:
I cannot contact customer service via live chat from my account...
And my account still shows this status.Withdrawals are not processed...
I'm pretty upset... after all, I've been waiting since February 22nd. 😣
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9 months ago
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Hey Nick...
another update..
As soon as I ask which payments are related to the account, I no longer get an answer...
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9 months ago
Hello EkkoHunter,
Is the withdrawal pending since your account got reopened or it is now canceled?
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9 months ago
Translation
The withdrawal was canceled.
But I was able to play again.
Withdrawals are rejected because the account is not verified.
They are still asking for this bank statement that I can't identify.
I still suspect that they want a bank statement from the hacker's account. Of course I can't give that.
I have also asked several times for further information about which payments the statement from the account in question should refer to.
I asked several times for information about the method, date and time.
Every time I ask I don't get an answer.
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9 months ago
Hello EkkoHunter,
Can you please forward the communication between you and the casino where they specifically request the statement from the "unknown bank account"?
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9 months ago
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Today I suddenly received an email:
I didn't request closure!
and my name is not "Mats".
apart from that-> September 9th, 2022???
what's wrong with them...🤬
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9 months ago
Hello EkkoHunter and thank you for all the information provided. As there are still many unclear aspect of this case, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Dear EkkoHunter,
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,
Could you please offer additional clarification as to why you are requesting a bank statement from the player for an account that does not belong to them?
Furthermore, could you specify (date and time) which transaction necessitates the player to provide the bank statement, particularly regarding the account in question?
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9 months ago
Hello, dear all.
Thank you for bringing this to our attention and we sincerely apologize for any inconvenience caused.
Our specialists asked to provide the bank statement ***6668 as the withdrawal was requested to this bank account on January 23rd. But since EkkoHunter have specified that the bank account in question does not belong to him, we no longer need it, the user can continue playing and withdraw his winnings.
EkkoHunter, we recommend that you change your password first, because you only have 2FA set up.
Best regards,
NineCasino Team.
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9 months ago
Thank you for your response, NineCasino Team. I'm glad the situation could be clarified.
Dear EkkoHunter,
As per the casino team's response, your account should be all right now, and you can continue playing and withdraw your winnings normally. Please make sure you change your password and create a new strong password, as I believe you don't want your account to be hacked again 🙂
Is there anything else you require assistance with, or can we consider your complaint resolved?
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9 months ago
Translation
Hi Michael,
sorry for the late response.
I just checked again and it still shows that my account is not verified.
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8 months ago
Dear NineCasino Team,
As the issue with the bank statement has been clarified can you please remove this requirement from the player's account?
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8 months ago
Hello, dear EkkoHunter.
Your account was verified and at the moment we don't need any documents from you. You can continue playing and withdrawing your winnings.
If you have any other question, don't hesitate to contact us.
Best regards,
NineCasino team.
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8 months ago
Translation
Dear Ninecasino team, dear Michael,
Thank you very much for your efforts and your time!
it finally worked.
Also a big thank you again to Nick!
best regards,
your EkkoHunter🤗
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8 months ago
Great news, EkkoHunter. I'm glad to hear that your casino account is verified and you can use all features of your account normally including withdrawals.
As the complainant confirmed that the situation has been resolved, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
