The player from Brazil had won 900.00 reais at Nine Casino and had requested a withdrawal. Instead of processing the withdrawal, the casino reportedly banned his account. They had been asking the player to wait for 5 days. The player had mainly been playing live roulette and had cancelled a bonus that he had received. He was unable to access his winnings due to the account ban. After the player's communication with the casino and our intervention, the issue had been successfully resolved and the casino released his winnings.
NineCasino - Player’s account was banned after the withdrawal request.
Amount: 900 R$
NineCasino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
After winning 900.00 reais at nine casino and requesting a withdrawal, they banned my account and have yet to give me back my 900.28 reais
All they ask is for me to wait. It's already been 5 days.
Automatic translation:
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5 months ago
Dear terciodemedeiros,
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 focused on while your account was still active - slots, live casino, sports betting, etc.? Did you pass the verification before the casino blocked your account?
Have you accumulated 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
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5 months ago
Translation
I only played at nine casino and in live roulette I deposited 270R$ and got 110 bonus
So I canceled the bonus so I could withdraw it later.
I continued playing and reached the value of 900.28 R$ and they had already removed the bonus amount from the account because I had cancelled, so I requested the withdrawal and nothing then I returned to log into the account and they had banned my account, i.e. an inactive account. , but the 900.28 R$ are retained there and there is nothing at that exact moment.
It makes me sad to know that nine casino is doing this to people.
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5 months ago
Thank you for your reply, terciodemedeiros. Do I understand correctly that the casino didn't provide any clear explanation 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.
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5 months ago
Translation
My case was resolved, nine casino took its time but took responsibility for it.
Automatic translation:
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5 months ago
Dear terciodemedeiros,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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