NineCasino - Обліковий запис гравця закрито, а Ninecasino.com відмовив у знятті коштів.

Dear Ladies and Gentlemen,

I hereby address you with an urgent complaint. My player account with ninecasino.com has been unlawfully closed and my legitimate withdrawal of 1000 euros is denied to me To my request:

I've been a loyal player with ninecasino.com since 2021. My account was fully verified, including my ID details In the terms and conditions accessible to my country (Germany) on ninecasino.com, my country is not on the list of restricted countries. I feel betrayed and deceived by ninecasino.com.

It is immoral and unlawful to block my account and withhold my winnings after I have made my deposits without any problems The actions of ninecasino.com represent a clear breach of trust.

As a long-time and loyal player, I am appalled by this unfair treatment. I have evidence of cancellation of the payment. And of the terms and conditions screenshots. Which is shown to me on ninecasino.com's website.

Please help me 😞 Best regards,

Dear Kathyyy03,

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?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Thanks for the quick reply,

I registered in 2021 and my account was verified, I already had VIP status. I played and deposited without a bonus. And I only played slot machines that were allowed on the Ninecasino.com/de website that I had access to. I'll send you a screenshot. Thank you very much and look at the pictures Germany is not on the list of banned countries on the Ninecasino.com website that I can access.

Danke für die schnelle Antwort,

Ich habe mich im Jahr 2021 regestriert und mein Konto war verifiziert, ich hatte schon den VIP Status. Ich habe ohne Bonus gespielt und eingezahlt. Und ich habe ausschließlich Spielautomaten gespielt die auf der mir zugänglichen Website von Ninecasino.com/de erlaubt sind. Ich sende Ihnen screenshot mit. Vielen Dank und sehen sie auf den Bildern nach Deutschland steht nicht auf der mir zugänglichen Website von Ninecasino.com auf der Liste der verbotenen Länder.

Hi Kathyyy03,

I have checked the general terms and conditions, and this is what I found (here):

• Could you please confirm that you haven’t used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules as my access was denied when I used the German VPN (please see below).

• Could you please provide any supporting evidence that your account was successfully verified in the past?

Thank you very much.

Hello, I tried to access ninecasino.com today and it no longer works. Before I contacted Casino Guru, I went there and complained. I feel really ripped off. But I took screenshots when this was still possible. I signed up without a VPN but it's been 3 years and I don't know how to prove it. However, I saved the terms and conditions accessible to me as an offline site and copied the link to the terms and conditions https://ninecasino.com/de/terms and took screenshots in case you cannot access the page.

Hallo ich habe heute versucht auf ninecasino.com zuzugreifen es geht jetzt nicht mehr. Ich habe mich bevor ich mich an casino guru gewendet habe erst dort hin gewendet und beschwert. Ich komme mir richtig verarscht vor. Ich habe aber Screenshots gemacht als dies noch möglich war. Ich habe mich ohne vpn angemeldet aber es ist schon 3 Jahre her ich weiß nicht wie ich dad beweisen kann. Jedoch habe ich die mir zugänglichen Geschäfts bedingungen als offline site gespeichert und den link kopiert Geschäftsbedingungen https://ninecasino.com/de/terms und Screenshots gemacht falls sie die Seite nicht aufrufen können.

I will send to the email address petronela.k@casino.guru Send the scrollshort of the terms and conditions that were visible to me in Germany because the file is too large here.

Ich werde an die Email Adresse petronela.k@casino.guru den scrollshort der Geschäftsbedingungen die für mich in Deutschland ersichtlich waren senden da die Datei hier zu groß ist senden.

I have now checked the Terms and Conditions link https://ninecasino.com/de/terms, these have also changed in the meantime, but I sent you the screenshot by email that it showed me two weeks ago in German in case you cannot open it I like to take screenshots individually.

Ich habe jetzt den link Geschäftsbedingungen https://ninecasino.com/de/terms überprüft diese sind mitlerweile auch geändert ich habe ihnen aber per Email den Screenshot geschickt die es mir vor zwei Wochen noch angezeigt hat in deutscher Sprache falls sie diesen nicht öffnen können mache ich gerne noch Screenshots einzeln.

Thank you very much, Kathyyy03, 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, Kathyyy03,

I am sorry to hear about your trouble. 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 the resolution of this complaint.

Dear NineCasino team,

Could you please provide us with an explanation of the player's situation in more detail and put it into perspective? Why has her account been closed and the winnings confiscated? What steps should the user take to withdraw the disputed winnings?

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 evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, dear all.

Kathyyy03, thank you for contacting us regarding your problem, we will try to resolve the case and provide you with best assistance.

We take our rules very seriously and according to them Germany is still a restricted country for registration. Unfortunately, your account was closed for this reason.

As for your funds, they were not confiscated. The withdrawals were rejected because you had to withdraw funds to a German bank account and not to an account in another country.

But in any case, we are ready to credit your remaining funds to your bank account. We have already sent you an email requesting your bank details, could you please provide them via email?

Thank you in advance.

Best regards,

NineCasino Team.

Hello everyone,

Okay, thank you very much Ninecasino, I sent the details by email. Unfortunately, it didn't sound like my winnings would be paid out in the live chat, so I had to go that route. I understand that they have to stick to the rules, of course. And when I receive my legitimate winnings payout, that's fine too, and I'll let you know immediately. I've never had any problems before, of course. Thank you very much that we were able to come to an agreement. I'll let you know when I receive my payment so that the case can be closed.

Kind regards Kathyyy03

Hallo zusammen,

Okay vielen Dank Ninecasino ich habe die Daten per Email geschickt. Das mein Gewinn nicht ausgezahlt wird hörte sich im live chat leider nicht so an deswegen musste ich diesen weg gehen. Ich verstehe das sie sich an die Regeln halten müssen natürlich. Und wenn ich meine rechtmäßige Gewinn Auszahlung erhalten habe ist dies auch in Ordnung und ich werde hier sofort bescheid geben ich hatte sonst natürlich nie Probleme vorher. Vielen Dank das wir noch zu einer Einigung kommen konnten ich werde den Erhalt von meiner Zahlung hier sofort bekannt geben wenn ich diese erhalten habe damit der Fall geschlossen werden kann.

Mit freundlichen Grüßen Kathyyy03

Thank you both for your replies and updates.

Dear Kathyyy03,

Feel free to let us know once you receive the payment.

Looking forward to hearing from you.

Hello, dear Kathyyy03!

Thank you for sending us your bank details, we have already transferred your request to our payments team. After processing your refund we will inform you via email, as well as here.

If you have any other question, don't hesitate to contact us.

Best regards,

NineCasino team.

Dear Kathyyy03!

We are pleased to inform you that your refund was successfully processed on our end. You should receive the funds within 5 working days.

If you have any other question, please let us know.

Best regards,

NineCasino Team.

Hello everyone,

I have received the payment. Thank you very much for getting this sorted out so quickly 😊. All the best and good luck to Ninecasino, I was an enthusiastic player with you. Of course I understand the terms and conditions that must be strictly adhered to by your site, even if it is a shame that my account had to be closed. Thanks anyway for the exciting time. Many thanks also to Casino Guru for your help. ❤️😊 And for making so much effort to help. You deserve a lot of praise. Have a nice and successful summer, everyone. 👋

Hallo zusammen,

Ich habe die Zahlung erhalten. Vielen Dank das wir das hier so schnell klären konnten 😊. Alles Gute ubd viel Erfolg noch an Ninecasino, ich war ein begeisterter Spieler bei euch. Die Geschäftsbedingungen die vin ihrer Seite streng eingehalten werden müssen verstehe ich natürlich auch wenn es trotz dessen sehr schade ist, das mein Konto geschlossen werden musste. Danke trotzdem für die spannende Zeit. Auch vielen lieben Dank an Casino Guru für eure Hilfe. ❤️😊 Und das ihr euch si viel Mühe gebt um zu Helfen. Ihr habt ein großes Lob verdient. Einen schönen und erfolgreichen Sommer euch allen. 👋

Thank you, Kathyyy03, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you, NineCasino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru