The player from Portugal was unable to withdraw €1500 in winnings from Nine Casino. He shared his IP address with seven other people in the same dwelling. The player reported that the casino had not provided a satisfactory resolution or clear communication regarding the issue. After attempting to gather more information from the player, we received no response, which led us to reject the complaint due to lack of cooperation from the player's side.
NineCasino - Player's winnings are withheld by the casino.
Amount: €1,498
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
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8 months ago
Translation
I write to you in this moment of distress and despair to report an alarming situation that I have been facing with Nine Casino. I firmly believe that your intervention is vital to guarantee a fair and satisfactory solution to this problem, which jeopardizes my rights and honestly earned gains.
Allow me to introduce myself: I'm Carlos *****, a registered player at Nine Casino with the email address car*****@gmail.com .
My account was duly verified, using my official identification document issued by the Portuguese Republic. This process was accepted by the casino as proof of the authenticity of my account. I want to point out that there is no other account associated with my name or documents.
The situation I come here to expose is the following:
1.Context of Multiple Registrations with the Same IP: Due to the fact that I share the same IP address with seven other people who live in the same house, it is possible that other registrations were made on the Nine Casino website from the same IP. However, I want to categorically state that no other account has been verified using my official ID or linked to my mobile number. In addition, it is guaranteed that no deposit has been made using my payment methods.
2.Survey and Unsubstantiated Claims: I am currently in a distressing situation, as an amount of 1500 euros, referring to my legitimate earnings, has disappeared without foundation. Despite my attempts to contact them, the casino still has not completed the withdrawal process and has not released my funds. I demand the immediate release of my honestly earned gains.
3.Lack of Proper Response: I am deeply dissatisfied with the inadequate and time consuming response from Nine Casino. I feel that my situation is not being treated with the level of seriousness and transparency that it deserves.
4. Commitment to Appeal to the Competent Authorities: I undertake to appeal to the competent regulatory authorities if this situation is not resolved quickly and fairly. I am willing to take legal action, if necessary, to safeguard my rights and ensure a fair resolution of this matter.
It should be noted that I did not use any bonuses, nor did I make any fraudulent withdrawals. My earnings were obtained through legitimate and fair practices.
I hope you will take my situation seriously and intervene to ensure a proper resolution. I look forward to your response and thank you in advance for your attention and assistance.
Yours sincerely,
Carlos ******
Email: car*****@gmail.com
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Dear Straca97,
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 blocked?
- How did you learn about your account being blocked and how did the casino inform you?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
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
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8 months ago
Dear Straca97,
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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8 months ago
Translation
Could you please advise how long you have been a casino player and when exactly your account was blocked?
3 weeks
How did you find out about your account being blocked and how did the casino inform you?
at the time of canceling my withdrawal request and by email
What games did you play to build up your current casino balance? (slots, live games, multiplayer)
Slots
Automatic translation:
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7 months ago
Could you please send me the email you received from the casino, please?
My email is tomas@casino.guru
I'll await your reply.
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