NineCasino - Player's withdrawals are delayed after verification.

I created an account and made several deposits. I made two withdrawals of 2000€ each. More than a week has passed and I haven't received anything. This appears:

After contacting support and sending several emails, they asked me for bank documentation and proof of deposits, as well as some statements or invoices. I sent everything, they verified it and said everything was correct. Two days after verification, they sent me this email:

I feel scammed. I sent several emails asking for explanations and they didn't even respond. They took everything, both what I invested and what I won.

Honestly, you have no idea how bad I feel.

I hope I get answers for all of this and that no one else has to go through what I did. This is an injustice. Please help me.

Best regards,

Mario

Dear maroto41524,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?

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,

Petronela

I opened my account on 7/16/2024

My verification is correct I always get a successfully verified account.

The games I play are roulette and plinko.

I made the two withdrawals of €2000 without active bonuses.

Thank you very much, maroto41524, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, how is the study going?

How is my case going?

Hello how is everything

Hello, maroto41524,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear NineCasino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you very much Branislav.

I hope all this can be fixed because they no longer pay any attention to me.

They only answer this and I am not satisfied because I have not done anything wrong with them. I bet money, won, made two withdrawals and they deactivated my account and I am left without my winnings. I prove everything with evidence.

And they only tell me this:

Hello,

My name is Ludwik, I am a support agent. I am using Google Translator to communicate in your language. Thank you for understanding.

Your account has been permanently closed due to fraudulent activity.

"The company has a strict anti-fraud policy and uses various anti-fraud tools and techniques. If the player is suspected of committing fraudulent activity, including but not limited to: engaging in collusion of any kind with other players, fraudulent acts against other online players, casinos or payment providers, card transaction chargebacks of credit, reject some payments made, create two or more accounts, engage in other types of fraud or become insolvent in your country of residence, the company reserves the right to cancel this account and suspend all accounts and payments to the player. This decision is at the sole discretion of the company and the player will not be notified or informed of the reasons for such actions. The company also reserves the right to notify the relevant regulatory authorities of the player's fraudulent activities."

Sincerely,

Ludwik,

Casino Support Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, dear all!

We really appreciate you taking the time to let us know about this issue.

Dear maroto41524, we regret to inform you that your account has been permanently closed due to fraudulent activity according to our terms and conditions : "The company has a strict anti-fraud policy and uses various anti-fraud tools and techniques. If the player is suspected of fraudulent activity, including but not limited to: participating in collusion of any kind with other players; fraudulent acts against other online players casinos or payment providers; charge back transactions with a credit card, refuse some payments made, create two or more accounts, engage in other types of fraud or become insolvent in their country of residence, the Company reserves the right to terminate this account terminate and suspend all accounts and payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed of the reasons for such actions. The company also reserves the right to notify the relevant regulatory authorities of the player’s fraudulent activities."

Dear Branislav, we have contacted you providing more information about this case, kindly check your inbox, thank you!

Best regards,

NineCasino Team.

Hello Branislav. As you can see, the people at Nine Casino always give the same answer.

If you can give me more information since they say they sent you an email.

All the best

Hello good.

You put this to me:

Could you explain in some rational way why your deposits are coming back to your payment method?

I don't understand what you're referring to. My deposits are justified and nothing has been cancelled. I played and won from those deposits. At no time did I make a refund of them.

Do you know that chargebacks are strictly prohibited in all online casinos, as an industry standard, and signify a serious violation of the casino's Terms and Conditions, while also indicating serious fraud, as well as possibly further action in the same manner on your part?

At no time have I returned any charges.

On top of making my deposits, I justified them with the statements. I earned money and I have never received it. I don't understand why they tell you that.

Dear maroto41524,

Unfortunately, the provided screenshot is blurry and unreadable.

Can you please provide with original and complete .pdf bank statements from this payment method used for deposits to NineCasino, for July and August 2024 (until today)?

Feel free to send it/them to my email address (branislav.b@casino.guru).

Dear maroto41524,

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.

Dear maroto41524,

Thank you for your response and screenshots.

Can you please explain why the bank statement with your transaction history ends at the date when chargebacks should have been done?

Please look at my post added here on August 26, 2024, and provide the requested. Otherwise, the complaint will be closed/rejected.

Thank you for understanding. Looking forward to hearing from you.

Dear maroto41524,

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.

Good afternoon. I have been answering your questions for over a month now, and I have not been able to achieve anything. I don't know what else to do.

Dear maroto41524,

As was indicated in my previous posts, we are closing/rejecting the complaint now due to your non-cooperation in resolving the matter and basically insufficient evidence supporting your claims. Not only casinos are obliged to cooperate and provide the requested details and evidence, but we require it also from complainants.

Based on the information from the casino representative, it is very likely you made chargebacks, which means a severe violation of the casino's Terms and Conditions you accepted upon registration and invalid winnings. You could have proven your claims and that no chargebacks were made with the details/documents I requested, but you failed to provide them. Unfortunately, there is no other way how we could continue our complaint process without your cooperation and sufficient evidence.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

In case of any questions or changing your approach (cooperation and providing the requested), feel free to write to me at branislav.b@casino.guru or request a reopening of the complaint. However, the requested documents will be necessary.

Thank you very much, NineCasino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru