NineCasino - Player’s withdrawal is delayed and account is suspended.

Dear gackatarzyna17,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying this deposit seems to be the only issue?
• Have you provided all the other requested documents and have they all been approved?

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,

Kristina

Thank you very much for your reply, gackatarzyna17. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina. I sent you everything you asked for by email. Thank you for your time.

I noticed in your last email that you mentioned your account has been closed. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

Thank you very much in advance for your reply.

My biggest wins were in live games: Crazy Time and Sweet Bonanza CandyLand.

I also played slots.

If I remember correctly, there was a bonus that was wagered. My biggest wins were for real money.

Thank you very much, gackatarzyna17, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello gackatarzyna17,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear NineCasino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Hello!

Thank you for bringing this matter to our attention.

After carefully checking your account our team decided to close the account, due to breaching our Terms and Conditions.

12.1.  The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players; fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card; denial of some payments made; creating two or more accounts; other types of cheating; or becoming bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player; delaying game rounds in any game (including Free Spins and bonus features) to a later time when you have no wagering requirements; leaving large bets on the table (for example, in Blackjack) and returning to the game after bonus wagering has been completed; playing games with bonus money to build up in-game value, losing the bonus funds, and then cashing out on the built-up value during real-money play; or using strategies that take advantage of any software bug or failure.

Further evidence was sent to the provided email by Michal.

Best Regards,

Nine Casino

Dear gackatarzyna17,

The evidence I was able to review shows that not only you have more than one account, but you also used a wallet that another player also uses. Can you comment on this?

I've never had an account at NineCasino. I don't know where this information comes from?? It's possible that I deposited money from my Paysafecard account to my brother. But the Paysafecard account belongs to me.

The accounts in question shared the same name, date of birth, and also telephone number. This is a direct violation of the casino's terms and conditions regarding multiple accounts. This resulted in the confiscation of your winnings. However, the casino mentioned that all of the deposits will be refunded to you. Dear NineCasino, Can you confirm the refund of the player's deposits?

It's impossible because I've never set up an account with Ninecasino before. How can the same phone number be? After all, you can not create an account and use a phone number that was already registered in the casino. Someone here is telling me untruths not to pay me the winnings.

If someone created an account for my personal data, how did he verify the account without my documents? I ask the casino for copies of the documents on which the account was created with my personal data. Because it's a very strange thing and maybe I have to file a report about the possibility of committing a crime.

Hello!

We are sorry for the delayed reply.

We are still waiting for the credentials and bank statement for the refund, once the player provides them we will initiate the refund process.

Let us know if you have any further questions.

Best Regards,

NineCasino

What refund? My player account balance is 5076.02PLN! Will you refund me this amount??

Dear gackatarzyna17,

Please proceed according to the casino's instructions and provide them with the requested information so the deposit refund can be completed. The evidence of your having multiple accounts is pretty much unshakeable, as the accounts in question not only share the information mentioned in my previous reply but also share the same browser ID and were registered two days apart. You should accept the deposit refund, as it is the best outcome for you in this situation.

Dear gackatarzyna17,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.