The player from Switzerland had experienced an issue where her account was abruptly suspended after she had won 350 Euros, which impeded her from withdrawing her winnings. Despite her multiple attempts to reach out to the support team and having provided her bank details repeatedly, she hadn't received any effective assistance. After the complaint had been raised, the player reported having received her winnings without any communication via email. Consequently, we had marked the complaint as 'resolved'.
NineCasino - Player's account was suspended.
Amount: 344 CHF
NineCasino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
I'm experiencing numerous issues with ninecasino2.com. I have been playing on this site for about 2 months and overall, I have not had any problems and have even won on several occasions. However, on December 31st, after depositing 20 Euros, I went onto a slot game where I quickly won 350 Euros. Suddenly, I found my account suspended and was unable to withdraw my winnings. I have been contacting their chat support for the last 5 days and they keep repeating the same thing - that their department will contact me via email and assure me to stay calm. They have asked me for my bank details 3 times! And each time, I responded promptly. Since then, there has been silence.
Automatic translation:
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11 months ago
Dear katiadocourt,
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 if you passed the KYC verification before your account was suspended?
Have you accumulated your winnings with or without an active bonus?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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11 months ago
Dear katiadocourt,
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.
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11 months ago
Translation
Good morning! Finally yesterday I received the money but without communication via email. I would say that the complaint can be closed. Thank you!
Automatic translation:
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11 months ago
Dear katiadocourt,
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
