NineCasino - Player's account was closed without explanation.

I opens a new account with them deposit £325 and win £1000 while they verify my details they emailed me saying my account is closed without any given reason and I can withdraw my deposit amount not the full £1000 when I logged in to the account I have only £325 was in my account.

i did emailed them why the closed my account and if so why can I withdraw my full £1000 no reply yet.

Dear Gats23,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NineCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account closed? How did you learn about your account being closed? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance 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,

Tomas

Hi Tomas

I was played only 2 days I played slot game only .

At the moment my balance is £0.00 because they refunded me my deposit but my account balance was £1000 before they decided to close my account.

Did you claim any casino bonus with your deposit?

Could you please send the correspondence you received from the casino regarding your account closure to my email at tomas@casino.guru?

Hi Tomas

i didn’t receive or take any casino bonus and I only received one email saying my account is closed I will forward that email to you shortly thanks

Thank you very much, Gats23, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Gats23 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NineCasino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated and if we can do anything to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

We hope this message finds you well. We are writing to inform you about a recent development concerning your account at our casino.

As part of our commitment to ensuring a safe and secure gaming environment, we conduct regular security checks. During one such verification process, our partner, Sumsub, identified your profile as high risk profile and has escalated the matter for further review.

Please be aware that any suspicious activity on our platform is taken very seriously. We value the integrity of our casino and the well-being of our players, and as such, we have the right to protect our community from any potential harm.

However, if we find any substantiated evidence of fraudulent or malicious activity, we regret to inform you that we may have no option but to suspend or close your account to safeguard our platform and other players.

We assure you that we are committed to conducting a thorough investigation and will keep you informed about any updates or findings.

Should you have any questions or concerns, please don't hesitate to reach out to our support team.

Thank you for your understanding and cooperation.

Nine Casino Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

We have replied to the complain, please look above!

Best regards,

Nine Casino Team

I apologize for the misunderstanding, I wanted to give the player the room to react to your developments but I must've accidentally set the timer for the casino instead.

Dear Gats23, would you like to respond to the ruling of the casino?

Thank you in advance!

Hi I don’t know what they talking about my identity my document all are legitimate and I do play on other casinos my guss is because I have wan some money they don’t want to payout that’s why they making this nonsense allegations why they let me deposit and play if my profile flag up they said they are making more enquiries but they haven’t come back with any new information.

I think this casino is bogus and don’t want to payout people winnings if they are a legitimate casino then they would of pay all my winnings and said sorry your account is closed all they said they don’t take customers from uk.

Dear NineCasino Team, could you please provide any evidence of fraudulent or malicious activity to my email address? (peter.c@casino.guru) Thank you in advance!

Hello!

We have sent the clarification letter to the following email address - peter.c@casino.guru.

Kindly, please check it!

Best regards,

Nine Casino Team.

Dear Gats23, we have reviewed your case internally with the team and will investigate further on your behalf. I'm aware it must be frustrating for you, but I sincerely hope for your patience and understanding. I have contacted the casino representative and once I have any news or an update, I will inform you as soon as possible. Thank you for your understanding!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We have been in contact with the casino and will extend the complaint by another 7 days due to the vacation season. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

We have sent the clarification letter to the following email address - peter.c@casino.guru.

Kindly, please check it!

Best regards,

Nine Casino Team.

Dear NineCasino Team, I have responded to your email and am now awaiting a response.

Thank you in advance!

Hello!

We have sent new letter to the following email address - peter.c@casino.guru.

Please, kindly check it and let us know if there's anything else we may provide!

Best regards,

NineCasino Team.

Hello!

We hope this message finds you well. After thourough investigation of the case we decided to refund all the winnings that were substracted in addition to what was paid before

Should you have any questions or concerns, please don't hesitate to reach out to our support team.

Thank you for your understanding and cooperation.

Nine Casino Team

Thank you very much for the update. Dear Gats23, we will keep this complaint open until you confirm you have received the funds successfully. Please keep me informed about any further developments.

Dear Gats23,

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.

Hi Peter

Nine casino customer service contacted me to send them my bank details which I did last week but haven’t received the funds yet as soon as I received them funds I will let you know thank you.

Dear Gats23,

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.

Hi Peter

Nine casino customer service contacted me 2 weeks ago to send them my bank details which I did 2 weeks ago but haven’t received the funds yet can you please contact them again and find out what’s happening thank you

Hello!

We have checked your inquiry once again, a refund is in process, we've sent a player an email with details regarding that matter. We kindly ask you to be patient and sorry for all inconveniences caused

Should you have any questions or concerns, please don't hesitate to reach out to our support team.

Thank you for your understanding and cooperation.

Best regards,

NineCasino Team

Hi Peter

I like to confirm that nine casino did refund the the money they owe me thank you for your help

Dear Gats23,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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,

Peter