NineCasino - Player’s bonus winnings have been confiscated.

Hello i just paste what i get to my account and my balance is deleted. Now im still wait 2 withdrawals but they say be patience.

Hello,

During a security check-up of your account we have noticed that an exploit of our bonus system has taken place.

Kindly note that according to our Gamification Terms and Conditions:

"For each real money bet of €50, the player will receive 1 point;

For each deposit of €20, the player will receive 5 points." 

All other currencies will be converted at the average daily exchange rate.

As you have noticed that this rule is not observed, and moreover intentionally abused it, we unfortunately have to cancel all your winnings gained this way, and difference between deposits and withdrawals will be returned to your Casino balance.

Please refer to our Terms and Conditions for more information:

"Should the user become aware of possible errors or incompleteness in the software, he/she agrees to refrain from taking advantage of them. Moreover, the user agrees to report any error or incompleteness immediately to ninecasino.com Should the user fail to fulfil the obligations stated in this clause, the Company has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error/incompleteness and the failed notification by the user."

Regards,

Ethan

NineCasino Risk and Payments Team

I dont get any caluculating and i dont know about the bonus system problem.

Second :

Greetings!

As stated in our previous email, an exploit of our bonus system has taken place. Therefore, the winnings have been forfeited, and they are not to be reissued. This decision is a final one and cannot be reconsidered.

Please refer to our Terms and Conditions for more information:

"Should the user become aware of possible errors or incompleteness in the software, he/she agrees to refrain from taking advantage of them. Moreover, the user agrees to report any error or incompleteness immediately to ninecasino.com Should the user fail to fulfill the obligations stated in this clause, the Company has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error/incompleteness and the failed notification by the user."

Regards,

Sterling

final :

As previously stated, the decision is a final one and cannot be reconsidered.

Regards,

Sterling

NineCasino Risk and Payments Team

Please help me ! Im not cheating. And i dont do any illegal. My account is veryfied. I did deposits. And i got two withdrawals : amount for skirll : 150.000 huf

and bank account : 700.000 huf

Dear Tomi78888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your bonus and deposit histories to petronela.k@casino.guru?

Could you please advise which games you’ve been playing (live games, slots, or multiplayer)?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronel i sent it for you in email. Please check it 🙂

Thank you very much, Tomi78888, for the forwarded screenshots and your game history.

Do I understand correctly that your winnings were accumulated with an active bonus?

I have checked the general bonus terms, and this is what I found:

"Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR, 7,5 NZD, 10 CAD/AUD, 100 CZK, 90 ZAR, 10 BGN, 40 DKK, 40 HRK, 25 RON, 50 NOK, 1950 HUF, 5 CHF, 0.027 LTC, 0.00019 BTC, unless otherwise specified. The max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."

Would you agree that this rule has been used to justify the cancellation of your winnings, please?

Maybe yes. But they sent me they calculate my winnings without bonuses and dont do anything.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Tomi78888,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.