The player from Austria had a deposit issue. One of her mobile phone bill deposits was registered, but the subsequent one was not, resulting in a loss of 250 Euros. Despite discussions and confirmation from her mobile provider stating the casino was at fault, the problem remained unresolved. We attempted to assist by extending the response time and asking for evidence of communication with the payment provider. However, the player did not provide the requested information and failed to respond to our messages, which led to the rejection of the complaint.
NineCasino - Player’s deposit hasn't been credited to account.
Amount: €250
NineCasino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
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5 months ago
Translation
Good day.
I have deposited at nineCasino several times using my cell phone bill.
The problem is that once the deposit was recorded, the next time it wasn't.
In total there are now 250 euros missing.
After a lengthy discussion with the site's forum, there was no solution despite confirmation from my provider. I hope I might be able to get my money through you.
According to my cell phone provider, with whom I have of course already spoken, the problem lies with ninecasino.
Thank you very much for the help.
Kind regards, Jennifer S***
Edited by a Casino Guru admin
Automatic translation:
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5 months ago
Dear steinerjennifer1987,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
- Do I understand correctly that you have made successful deposits via this payment method before?
- Could you please forward me any communication between you and the payment provider? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
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5 months ago
Dear steinerjennifer1987,
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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5 months ago
Dear steinerjennifer1987,
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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5 months ago
Translation
Good day.
Yes, I have successfully deposited several times.
Unfortunately I didn't save the chat history.
Kind regards, Jennifer S***
Edited by a Casino Guru admin
Automatic translation:
Public
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4 months ago
Do I understand correctly that you did not save communication between you and the payment provider? I am afraid that this piece of evidence is crucial for us to proceed with a complaint like this. Could you please contact the payment provider again and forward me the conversation?
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