A player from Germany deposited 1000 Euros and won 9500 Euros. After requesting a withdrawal of 2500 Euros, while trying to verify her phone number, she was suddenly logged out. Attempts to resolve this via chat support were unhelpful and she suspects her account has been blocked. The complaint was rejected as the player stopped responding.
NineCasino - Player's casino account blocked after winning.
Amount: €9,500
NineCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
Public
9 months ago
Translation
Hello,
I played yesterday and won.
I requested a withdrawal of 2500 Euros yesterday which was in processing.
There is still 7000 Euros in my player account.
I was trying to verify my phone number last night, but as I entered it I was logged out!
I immediately contacted chat support after this. However, they didn't seem to have any necessary information, they just forwarded my issue!
Since yesterday, I haven't received any answers about my problem.
I haven't used any bonus offers either!!
This was my money, I deposited 1000 Euros yesterday and won 9500 Euros!
It seems like as soon as you win, they block you!!
Why aren't they blocking us when we are depositing or gambling?!!!
I find it outrageous that they simply block us!!! It's like we're good enough for them when it comes to depositing!!!!!!
So now what? What about my money?
Automatic translation:
Public
Public
9 months ago
Hello deryaciyayeres,
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 advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that the casino may block your account until you verify your account or the do additional checks regarding your game play.
Looking forward to your answer.
Regards,
Nick
Public
Public
9 months ago
Translation
hello dear nick
my identity was certified my email also verification documents were uploaded but been in process for several days.
my winnings were all real money I didn't use any bonus!
I informed the moderator in the chat on Wednesday that my account was suddenly blocked! They then gave me the email from support and said that I should describe my situation to support!
That's what I did accordingly! But received no reply.
but a block without email or statement is really outrageous!
afterwards I read a lot of negative things about the casino!
I hope they don't let my money disappear!
depositing without end is legal but withdrawing is apparently not allowed or problematic.
Automatic translation:
Public
Public
8 months ago
Hello deryaciyayeres,
Would it be possible to forward the communication between you and the casino (email or live chat) to nikolas.b@casino.guru for further review?
Public
Public
8 months ago
Hello deryaciyayeres,
Based on the e-mails forwarded, your account got blocked due account multiplicity. Can you please advise if you did create more than one account in the casino or if anybody else from your household owns an account there?
Public
Public
8 months ago
Translation
Someone in the household also has an account
I had created one and then closed it because I wanted to spend less time. Then I created a new one for a while.
Automatic translation:
Public
Public
8 months ago
Hello deryaciyayeres,
Unfortunately if you created multiple accounts, the casino had right to close your accounts and void any winnings generated on it. Please keep in mind that the casino finds account multiplicity only when you want to verify your account.
Is there anything else we could assist you with?
Public
Public
8 months ago
Translation
Yes, we still wanted to transfer my money, which I paid in. Nothing has happened there for weeks 
Automatic translation:
Public
Public
8 months ago
Hello deryaciyayeres,
Did you provide all the information to the casino which they've requested in the screenshot you provided? When exactly did you send them all the details?
Please disable your AdBlock