The player's balance was voided as his bonus expired. The player stated that they were unaware of the wagering requirements fo rthe bonus, but it is clearly stated in the terms and conditions of the casino and also the player's account. Consequently, the complaint was rejected.
NineCasino - The player's balance was voided.
Amount: €284
NineCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I WANT TO REPORT ABOUT A PERVERSE BONUS SYSTEM. A WEEK AGO I DEPOSITED 300 EUR. THIS CASINO GAVE ME A 30% BONUS AND CREDITED ME 94 EUR. AFTER A FEW DAYS OF PLAYING MY BALANCE STAYED AT 290 EUR, ONE DAY I ENTERED AND I HAD NO MORE BALANCE. WHEN I CLAIM THE EXCUSES STARTED. ALLUDING SOME TERMS AND CONDITIONS (WHICH DO NOT TALK ABOUT THIS) THEY TOLD ME THAT THE BONUS LASTS FOR A TIME AND THAT IT IS "STICKY", "DRAG YOUR BALANCE" AS A CONSEQUENCE, IF YOU DO NOT PLAY AN AMOUNT THAT ONLY THEY KNOW, THEY KEEP ALL YOUR BALANCE. NOT WITH THE 94 EUR OF THE BONUS. WITH ALL YOUR BALANCE. I WOULD HAVE UNDERSTANDED THAT THEY KEEP WHAT THEY GAVE ME AS A BONUS (LIAR). THAT IS TO SAY THAT THEY WOULD HAVE TAKEN FROM MY BALANCE WHAT THEY, FOR MY DEPOSIT, CREDITED ME. BUT NOT. THEY TAKEN ALL MY BALANCE LEAVING MY ACCOUNT AT ZERO.
ITS PROCEEDING IS A SCAM AND I RECOMMEND USERS TO USE OTHER PLATFORMS.
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1 year ago
Hello arisolia,
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.
Could you please advise if your account is already verified and is yes, since when exactly? When did you claim the bonus and when did it expire? Did the casino specify any other term you breached while playing with the bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Dear Nick.
the casino gave a 30% bonus. I made a deposit of €300. (Image attached) They credited me €95 (image 2). After playing two days my balance was €299. Yesterday I entered and my balance was at 0. They claim that the bonus is sticky. In other words, they give you €94 but you have to bet almost €4000 because if you don't bet, they automatically keep the balance until they compensate (crazy) in the Terms and Conditions that they have on the platform there is nothing of that and, if it appears that way, it is like accepting that they cheat you to be able to play. I can understand that they don't give anything away and that they keep the bonus they give you (€95) but not my money. It's totally illegal
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1 year ago
Hello arisolia,
What was the wagering requirement of the bonus and did you finish it? Is it somewhere visible within your account or bonus tab?
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1 year ago
Translation
Dear Nick
At the time of the deposit, nothing appears. Neither in the terms and conditions do they describe what they then claim for the Chat. I reiterate what I said. It is impossible to require bettors to spend, not only the amount credited by the bonus, but their entire balance, as to fulfill a requirement. In other words, any prize from the bonus activity is credited to your account, it will be absorbed by the casino afterwards. It's like going to a casino, winning a bonus and not being allowed to withdraw until you spend it. A complete inconsistency. I reiterate that my offer is to return to the casino the amount in euros credited to my account, and I will transfer the balance to my bank. To make it a bit fair
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1 year ago
Translation
Dear All. I transcribe what they say regarding the bonds
We may, under certain circumstances, credit a player's account with a personal "bonus". The conditions for the crediting of the bonus and the amount of the bonus are determined by the Casino and are stated on the website from time to time. If an account contains real funds and bonus funds, the bonus funds will only be available for wagering once the existing real funds have been used. Prior to meeting the wagering requirements of the bonus, if you transfer or withdraw the main deposit amount, the bonus funds and all winnings from this bonus will be forfeited.
That is to say. I deposit 314EUR. They credit me 94EUR. I play and bet. One day I am left with a balance of 299EUR and deliberately they keep 100% of my balance?
According to what they say, I CONSUME MY BALANCE FIRST. I did not consume my balance of 314. At most, I consumed 100EUR and if I consumed my money and I win with my money, they cannot take all my money. Right there it says that before I use THE ASSIGNED BONUS I am using MY MONEY. So. I reiterate. That they keep what is credited by the bonus and that they REFUND MY MONEY.
In my betting history, I was never below what I deposited. Therefore, what is raised by the casino is MALICIOUS AND IMPROPER. IF I WON, IT WAS WITH MY MONEY AND NOT WITH THE BONUS.
In this way, and having previously made a copy of all my account movements, before they delete it, I will not only raise the case here, but I have entrusted my lawyers to sue the company (although much more money comes out of the practice). juridica) since jurisprudence must be established once and for all. In this way, this type of malicious actions will end.
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1 year ago
Hello arisolia,
Is your account still active? Could you please forward your betting history to nikolas.b@casino.guru for further review?
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1 year ago
Translation
I would love to send you the documentation; but the Casibo deleted all my history suspiciously
I will see that documentation is attached
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1 year ago
Hello arisolia,
As we will definitely need more details and clarification from the casino, your complaint will be now forwarded to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello arisolia,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite NineCasino to join the conversation and participate in the resolution of this complaint.
Dear NineCasino,
Can you please explain the reason for voiding the player's balance?
Kind regards,
Adam
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1 year ago
Hello!
We have sent the clarification letter to the following email address - adam.m@casino.guru .
Could you please kindly check it?
Kind regards,
Nine Casino Team.
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1 year ago
Translation
If you have to send something, do it here. I have no way of discussing the terms. If they are mediating, they cannot be part and judge
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1 year ago
Hello arisolia,
I have asked the casino to provide further details to me as it is still unclear why your balance has been voided entirely.
I will post upon receipt of more information.
Kind regards,
Adam
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1 year ago
Translation
Wasn't it clear?
A confession on the part, relief of evidence, Alan. It is telling you that it "cancelled my balance" when the bonus expired. He's confessing to you that they took my funds. 🤦🏻♂️
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1 year ago
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Did they give you 5 days to respond? The truth is that I feel that this forum cannot arbitrate this type of situation
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1 year ago
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They keep extending the date. 4 days ago they had 5 days and now they still have 2.
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1 year ago
Hello!
We have sent one more clarification letter to the following email address - adam.m@casino.guru .
Could you please kindly check it?
Kind regards,
Nine Casino Team.
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1 year ago
Dear Arisolia,
I have reviewed the information provided by the casino, and it seems that the wagering for the bonus was not completed, and the bonus expired.
As you stated previously, wagering uses your real balance first (in this case, your deposit of 314EUR) and the wagering requirement to complete the bonus and be able to claim any winnings was 40x the bonus amount (40x 95.84 EUR = 3833.60 EUR).
According to the evidence provided, you have only wagered 466.30 EUR of the required 3833.60 EUR before the bonus expired. As real money is used first, this would mean that your balance has been depleted as you have not fulfilled the requirements of the promotion in the allotted time.
You stated that you were unaware of the conditions for the bonus, and were not able to know how much you should wager to complete the bonus, is that correct? Do you have any record of how the bonus appeared in your account, for example, listed in your profile overview section?
Kind regards,
Adam
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1 year ago
Translation
His response is just as unusual as the casino's response. I don't know if you read what he wrote or if you personally review this information in the terms and conditions of the mentioned casino. In no legal section do they inform that once I make a deposit I must bet it 40 times in order to claim a bonus. It is really unusual and doable. Explain to me how I can have proof of something as unusual as this? I reiterate, I can understand that the Aixa monkey has expired and that the Casinos take from my balance the same amount that they credited me as a bonus. It is totally illegal to appropriate balances or your own. It is evident that you are not mediators. What you are formulating as an excuse is not expressed in any section. That is to say. I have been scammed by an online casino and if I have to sue in Curaçao, I will sue in Curaçao. I will use all social networks to tell my story and I will also explain how your mediation works
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1 year ago
Dear arisolia,
Thank you for your comments. Please understand that I am merely relaying to you my view of the situation according to the evidence we have been provided. I have asked you if you have any record of how the bonus appeared in your account because I have looked at other bonuses and they appear to show the wagering requirements in the account under profile/overview.
Can I ask you please how did you find out about the bonus? Was it from a promotional e-mail, or promoted on the website/a different website?
Kind regards,
Adam
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1 year ago
Translation
Dear Adam
A month ago I sent him a photo of my deposit and a photo of the bonus they gave me. No conclusive data that does not stand up to analysis. If I first use my balance before consuming my bonus, with much more reason it is unacceptable that when it expires my entire balance is withdrawn.
I did not find out by any means. When one deposits, they, on the catwalk, announce that you will receive an extra bonus for your deposit. That's why I made the deposit and bet comfortably.
I do not know the information that the casino gives you because you did not make it public in this chat. I did make it public. That not only increases my uncertainty but also confirms my suspicions.
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1 year ago
Translation
Dear Adam
Given the circumstances, I find it necessary to formally ask you to send me all the information sent to you by the casino (which should not have been sent without my consent by data protection law)
My email is arisolia@icloud.com.
My lawyers want to take this issue seriously. On the other hand, inform the casino that I will report the transaction made by Crypto to the issuing platform, giving them all the NineCasino documentation
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1 year ago
Dear arisolia,
Unfortunately, I am unable to share the evidence provided to us by the casino for reasons of confidentiality.
As you have previously mentioned that the wagering requirements were not mentioned in the terms and conditions, I have checked and found the following, listed under the heading "High Roller Bonus":
"6.3. To wager the bonus, you need to make bets of 40 times the bonus amount. The bonus is available every 30 days for players who have already used all the Welcome Package bonuses."
Can I ask you to confirm if you have claimed and wagered the Welcome package before claiming this bonus?
Kind regards,
Adam
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1 year ago
Translation
This point was not specified and I am not a "high roller"
thank you
you showed me your complicity with the casino
I will make it viral not only will it be, but also your responses. I will take legal action in Curaçao against them
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1 year ago
Dear arisolia,
To clarify, "high roller" is the name of the bonus in question, as per your screenshot. The above terms are listed on the casino website for that bonus.
Can you please answer my question regarding the use of the Welcome bonuses? I am afraid if you are not able to provide me with answers to my questions I will not be able to assist you any further.
Kind regards,
Adam
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1 year ago
Translation
Mr Adam. In principle you have not helped me at all. Just wasting my time.
On your question "May I ask you to confirm if you have claimed and wagered the welcome package before claiming this bonus?"
bonuses are not "claimed." As you are entering money "supposedly" without prizes for the first deposit, second deposit and as you make deposits they are "giving away" CREDITS to bet. When you create an account they give you up to 50% extra on your first deposit.
You must create an account and verify it. If you want, I can also send you the amount of deposits made and withdrawals when I was winning. That's why I deposited €300 on the page. Because I had been depositing and playing. Until what happened. They send me an email asking you to deposit a minimum of €300 to give you an extra 50%. And it's not that I deposited and wanted to take them. I was playing quietly and in 3 days they kept all my money
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1 year ago
Thank you for your comments, arisolia.
Dear Nine Casino,
Can you please clarify the following details:
- The player states that they had no knowledge of the wagering requirements or expiration of the bonus in question. Is this information shown anywhere in the player's account?
- Has the player used all 3 deposit bonuses that make up the welcome package, and was the wagering for any of those bonuses completed?
Kind regards,
Adam
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1 year ago
Dear arisolia,
I have discussed this case further with the casino, and they have provided further evidence showing that the wagering requirements are clearly visible in the player account.
As these requirements are also stated clearly in the relevant terms and conditions for the bonus you have accepted, and you have failed to complete the wagering before the bonus expired, I am afraid there is nothing further we can hope to achieve.
The casino has acted in accordance with its terms and conditions in this case, so I am afraid we can assist no further and the complaint will now be rejected.
I am sorry I could not be of more help on this occasion.
Kind regards,
Adam
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