The player from Germany had transformed a 190€ deposit into 567€ winnings in a casino. However, their account was closed when they tried to withdraw, with the casino citing concerns about their gambling habits. The casino declined their request for the payout due to the account closure. We had requested additional information and proof from the player but did not receive a response. Consequently, the complaint was rejected due to a lack of cooperation from the player.
NineCasino - Player's withdrawal request is declined due to account closure.
Amount: €567
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
4 months ago
Public
Public
5 months ago
Translation
Hello,
I was able to deposit 190€ at the said casino. I transformed that into 567€. All this was done without any bonus.
Now when I wanted to withdraw, my account was closed.
Upon inquiry in live chat, I was simply told it was due to concerns about my gambling. They didn't want to elaborate further on my questions.
When I then demanded the payout of the 567€, it was declined with the reason that my account was closed and therefore no more withdrawal is possible.
I request a payout of the full amount.
Automatic translation:
Public
Public
5 months ago
Dear daudi007,
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?
- Was your deposit returned to you upon account closure?
- Have you previously asked for self-exclusion in this casino, or have you informed the casino about any gambling problems?
- Could you please share your communication from the casino you were referring to? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
Public
Public
5 months ago
Translation
Hello Thomas,
I opened the game account yesterday, May 28, 2024.
No, I was not refunded for my stake.
I have never been active in this casino. I only opened the account on May 28, 2024. A self-exclusion has never been requested here.
Unfortunately, I do not have any written correspondence here, as everything was communicated via live chat.
I can also say that when I wanted to make my withdrawal, I was asked to verify my email address. This link was supposed to be sent to my email address. After requesting the link about 5 times, I still didn't receive it, neither in my inbox nor in the spam folder. I then had the link sent to a different email address. I then verified the email address there and my account was immediately deactivated.
Automatic translation:
Public
Public
5 months ago
Dear daudi007,
- Could you please share proof of depositing in this casino?
- If you don't have any correspondence with the casino, would you be able to contact the casino again and inquire about the reason why your account was closed and share screenshots of your interaction?
- You can share it here or send it to my email at tomas@casino.guru
I apologize for the inconvenience. I'll wait for your reply.
