HomeComplaintsNineCasino - Player's withdrawal request is declined due to account closure.

NineCasino - Player's withdrawal request is declined due to account closure.

Amount: €567

NineCasino
Safety Index:High
Submitted: 28 May 2024 | Case closed : 18 Jun 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

5 months ago

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.

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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:
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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


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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:
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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.


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5 months ago

Dear daudi007,

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

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.

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