NineCasino - Рахунок гравця закритий, а виграш конфіскований.

Hello, I would like to describe my situation with ninecasino. I have been verifying my account there since Feb 15th, and when I wanted to withdraw MY money, it turned out that there was always something wrong with them in the files I was sending. I had to send them everything (even bank statements unrelated to the one I was depositing through). I was asked several times about the same things, which of course I sent them. Verifying the crypto wallet, requiring an address, confirming the phone number with the operator. Eventually the account was verified, and when I thought I would withdraw my money… ninecasino blocked my account and stole the money. The questions & the problems I had with the site are one thing, but I will not allow my money to be stolen. Yesterday I received an email that my account is closed by the decision of the casino administration and my winnings are confiscated. 

Below I send you all the pictures and information. Even the employees at support were confused why it takes 2 months to verify my account. 

Now they have closed my account and they think the case is closed because I can't log into the account and take pictures that everything is verified. Well not this time, I have some pictures, confirmations that everything was already ok with the account.

It also shows a video where I have to answer the questions asked by the verification department - there would be nothing strange about it if not for the fact that ... I already answered them 6 weeks ago. It is necessary to write loudly about the fact that Ninecasino is stealing money - if they thought they could get away with it quietly, well unfortunately, not with me. I dont know my username on ninecasino because i cant log here, but i know mail and other info.

Dear Krzysiek2003,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Ninecasino, and I appreciate you reaching out to us.

To better understand your situation and assist you effectively, could you please answer the following questions?

• Have you received any official communication from Ninecasino regarding the closure of your account? If so, kindly forward it to me at [email protected].
• What types of games did you play? Were they slots, live casino games, sports betting?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello, thank you very much for your help. Write and send all the informations here or to your email address [email protected] ? 🙂

Best regards.

I'm sorry, i didn't understand what you had written. I've just sent you the e-mail that they sent me. I played sports bets and live casino, and some of them included a bonus.

Thank you for your email.

• Which live casino games did you play?
• Is there any chance that someone from your household or using the same IP address also created an account in this casino?
• Have you used any VPN or IP-masking software while accessing the casino website?

I played live roulette, but I don't remember the exact name.

No, there's no chance of that. Only and exclusively I plated from my IP address on the ninecasino.

No, I've never used such things. I used browsers such as safari, brave or opera.

Thank you very much, Krzysiek2003, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

Ok, thank you very much for your help Veronica! 🙂

I hope that together with your friend we will get my money back.

I'm waiting for my case to be updated.

Best regards!

Hello Krzysiek2003,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite NineCasino to join the conversation.

Dear NineCasino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused at [email protected]

Thank you.

Hello Michal!

Thank you very much for taking up this matter. Let's hope we get my money back together.

Best regards.

Hello!

We have sent the supporting evidence via email. Please review it at your earliest convenience.

The account has been closed and the winnings have been confiscated due to a breach of our Terms and Conditions.

The Company enforces a strict anti-fraud policy, utilizing advanced tools and techniques to detect fraudulent activities. If a player is suspected of engaging in fraudulent actions - such as collusion, chargebacks, multiple account creation, or other forms of misconduct - the Company reserves the right to terminate the account and suspend all payouts at its sole discretion, without prior notice. Additionally, the Company may report such activities to relevant regulatory authorities. Fraudulent behaviour includes but is not limited to, exploiting software vulnerabilities, manipulating game outcomes, or delaying game rounds to gain an unfair advantage.

Best regards,

NineCasino

What are you talking about? I usually bet sports bet that were available either on yours or on other betting sites. I don't understand why y account was blocked and funds confiscated. Could you also send me your ''evidence''? 🙂

Dear NineCasino,

Thank you for your email. I have responded back with some additional questions.

Dear Krzysiek2003,

Could you kindly clarify whether your sports bets were made based on your own insights or if you sought advice from friends, sports betting tip websites, or similar sources?

Yes, most of my analyses were done only by me. As proof, it shows sample coupons that I left on my account. They call me a fraud and a person who manipulates matches and may have something to do with some illegal things, when I bet on Champions League or Europa League matches? It's funny. I used only my sources to bet sporting events.

Dear Krzysiek2003,

Thank you for your response.

It appears that the matter at hand is specifically related to sports betting. Based on the information I have gathered, the casino's security team has identified some questionable activities in their sportsbook section involving several accounts, including yours. I have requested additional details from the casino; however, if it is confirmed that the issue is solely limited to sports betting, I regret to inform you that we may not be able to assist further.

I would like to bring to your attention that our Casino Guru complaint forum is dedicated solely to matters concerning online casinos and casino games. Currently, we do not have a section that addresses sports betting. As we lack the necessary expertise in this area, we are unable to provide you with accurate advice or a fair assessment of the situation, which regrettably means we will be forced to decline your complaint.

Dear NineCasino,

I await your reply to my email.

Dear Michal,

We sincerely apologize for the delay. We have sent the requested information to your email. Kindly take a moment to review it at your earliest convenience.

Best regards,

NineCasino

I used only and exclusively one ninecasino account, you are pathetic. I hope people see this complaints and realise that you are scammers who steal money for playing champions league games.

be ashamed!

Thank you for your email with the additional information and evidence, NineCasino Team.

Dear Krzysiek2003,

I have reached out to you via email and am awaiting your response.

Hello Michal!

I have sent you a message.

Best regards.

Thank you for all the information and evidence provided, NineCasino Casino Team.

Dear Krzysiek2003,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts. The evidence indicates the same or strikingly similar gameplay in the sports section and even the same games in the casino section. There were even financial links between the accounts, which can’t be considered just a mere coincidence. Despite your claim that you have only one account at Nine Casino and have no connection to any other accounts or players, it seems your statement does not fulfil the trustworthiness and honesty we expect from players, as the information and evidence we've received proves something else. Honesty is a fundamental requirement for all players, and we, just like the casinos, take violations of this principle very seriously. Casinos have a very strict policy regarding multiple/duplicate account cases that have been used in this way.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

I will now proceed in closing this case as rejected. We are sorry we could not be of more help on this occasion. Should you run into any issues with this or any other casino in the future, feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru