NineCasino - The player's account got blocked.

Ich habe Auszahlung beantragt , dann habe ich mich bei Kundenservice gemeldet und nachgefragt wie lange dauert das Auszahlung als Antwort bekomm ich das muss ich verfikation mache. Ich habe mein Ausweis hochgeladen und Account ist gesperrt.

Hello nataliabiela27,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NineCasino. Please allow me to ask you a few more question before we would move forward.

Was it your first ever withdrawal request in the casino? When exactly did this happen? Did you receive any respond from the casino after submitting your documents for verification? Did you use any bonus?

Please note that closing the player's account until finishing the verification process is a common thing in many online casinos. Let us know if they are still responding to you or not.

Looking forward to your answer.

Regards,

Nick

Hello nataliabiela27,

As I see from screenshots your withdrawal was requested 5 days ago so I assume that your account is closed nearly 4-5 days.

Please note that it is common that the casino blocks the player's account until the verification is finished. Be sure to provide them every document they request to make to process as fast as possible. Keep us updated regarding the case.

Regards,

Nick

Hello nataliabiela27,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Dear Natalia ,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hallo,

Ich habe auch nicht geantwortet weil ich wollte die 5 Tage warten ob diese Account wurde verfiziert. Leider ist immer noch gesperrt und ich habe immer noch keine Antwort von NineCasino bekommen. Ich habe alle Unterlagen für verfikation hochgeladen und dann würde es gesperrt.

Dear Natalia,

As there is no update in your case, I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Natalia,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite NineCasino's representative to join this conversation and participate in the resolution of this complaint.

Dear NineCasino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked and verified?

Thank you in advance for providing the information.

Hello,

As you have violated our Terms by creating multiple accounts and using free sign-up bonuses on them, your account has been closed and the winnings forfeited.

Please refer to our Bonus Terms and Conditions for more information:

"All bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.)"

Best Regards,

NineCasino team.

Can you please also substantiate your above claims with sufficient evidence?

We would like to see the personal data of the connected accounts with clearly visible casino accounts' IDs/emails, and the data matches, in form of screenshots. It would also be good to see which account used which bonus.

Feel free to share the necessary data via email (branislav.b@casino.guru).

We would like to ask NineCasino 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 will have a negative impact on the casino's rating.

Good day!

We will send you all the necessary information in the near future. Thanks for waiting!

Best Regards,

NineCasino team.

Hello, NineCasino team,

Thank you for your email, but I cannot see here the post you mentioned in the email.

Can you please send the necessary information again?

Good day!

The letter has been sent, we are waiting for your response! 

Best Regards, 

NineCasino Team.

Dear NineCasino Team,

Thank you very much for your email. I replied and currently, I am waiting only for the additional information to support your claims above. Then we can significantly move forward.

Looking forward to hearing from you.

Good day!

We have sent you another letter.

Best Regards,

NineCasino Team.

Greetings all,

I am sorry for my delayed reply.

Dear Natalia,

I was provided with sufficient evidence that supports the casino's decision. After gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - apart from using multiple accounts, you violated the Bonus Terms and Conditions. You used no deposit bonus more than once. As was stated above, you are allowed to use a bonus offer only once. You are not eligible for any winnings earned from the bonus.

Sorry, we were unable to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

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, feel free to write to me at branislav.b@casino.guru.

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

Best regards,

Branislav, Casino.Guru