NineCasino - Hráčský účet byl uzavřen.

I opened my account just a few days ago. I deposited €20 and managed to reach €80. However, the casino decided to close my account without any reason, sending me an email stating that I committed fraudulent and unlawful acts, which I absolutely did not. Moreover, they are refusing to return the money I deposited and the money I won. I need urgent help, please.

Me abrí la cuenta hace muy pocos días. Ingrese 20€ y conseguí llegar a 80€. Sin embargo, el casino ha decidido cerrarme la cuenta sin motivo alguno enviándome un correo exponiendo que he cometido hechos fraudulentos e ilícitos cuando en ningún momento lo he hecho. Además, no me quieren devolver el dinero que he ingresado y el que he ganado. Necesito ayuda urgente, porfavor.

Dear aitorgonzaaleez,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please specify which games you played? Were they slots, live casino games, or did you participate in sports betting?

Did you accumulate your winnings with or without an active bonus?

Please forward me the email you received from the casino after your account was closed at veronika.l@casino.guru.

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

Hi, first of all thank you very much for your help. I played the Aviator game and spun the Lightning Roulette once. I then won the money without having any active bonus.

By the way, yesterday they sent me another email saying that they were not going to have any further contact with me, saying that the review is subject to the administration and that it does not allow review. I have done absolutely nothing to have my account closed and I feel like I am being scammed.

Buenas, primero muchas gracias por su ayuda. Jugué al juego Aviator y tiré una vez en la Ruleta Relámpago. Seguidamente, gané el dinero sin tener ningún bono activo.

Por cierto, ayer me enviaron otro correo comentando que no iban a tener más contacto conmigo, diciendo que la revisión está sujeta a la administración y que no admite revisión. Yo no he hecho absolutamente nada para que me cierren la cuenta y me da la sensación de que me están estafando.

Thank you for your email and your response.

Could you please confirm if you passed the full KYC verification?

No, but I sent all the necessary documentation and they didn't answer me. Also, on the first verification attempt, they didn't let me do it again.

No, pero envíe toda la documentación necesaria y no me contestaban. Además en el primer intento de verificación ya no me volvió a dejar hacerlo

Thank you very much, aitorgonzaaleez, 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, aitorgonzaaleez,

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/closed? Have disputed winnings been confiscated or can he expect them to be paid?

If we are talking about a breach of the casino's Terms and Conditions and anything of the winnings was confiscated, 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).

Hello, dear all!

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

However, we would like to clarify a few points that are crucial in this case. The user failed verification by providing documents that the system did not consider authentic. Therefore, according to the rules mentioned below, the account was closed and the winnings were confiscated:

7.5 - It's the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.

12.1 - The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card, or denial of some payments made creating two or more accounts other types of cheating or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure.

Dear Branislav, we will provide you with evidence that relates to this issue by mail and hope for a speedy resolution of the complaint.

Best regards,

NineCasino Team.

Nine casino, I carried out the verification with some real documents which are mine and I can prove it, in addition, it was you who after carrying out the first verification and canceling it did not let me repeat it. In addition to this, I sent my documentation by email so that you could see that it was real and still you did not answer me. I request to prove that they are my real documents and that it is a simple error of yours when closing my account without any reason. In this way, you have not given me the option to verify that my documents are real, you have directly cancelled my account.

Nine casino, realicé la verificación con unos documentos reales los cuales son los míos y lo puedo demostrar, además, fueron ustedes los que después de realizar la primera verificación y cancelarla no me dejaron volver a repetirla. Además de esto, envié mi documentación por mail para que viesen que era real y aún así no me contestarón. Solicito demostrar que son mis documentos reales y que se trata de un simple error de ustedes al cerrar mi cuenta sin ningún motivo. De esta forma, tampoco me han dejado la opción de verificar que mis documentos son reales, directamente me han cancelado la cuenta.

Thank you very much, NineCasino Team, for the explanation and your email with additional details.

Dear aitorgonzaaleez,

Can you please forward all the documents you shared with the casino to my email (branislav.b@casino.guru)?

Additionally, can you confirm the case was already handled by the regulator (CEG), which decided in favour of the casino?

It doesn't matter, I want to close the case. The resolution was given to me by the CEG regulator and there is nothing else to do, thank you.

Da igual, quiero cerrar el caso. La resolución me la dio el regulador CEG y no hay nada más que hacer, gracias.

Alright, aitorgonzaaleez, I understand.

After gathering all the necessary information and details, we are closing this complaint as rejected - failed KYC/verification, which was also confirmed by the regulator. The casino acted in accordance with its terms and conditions.

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

Best regards,

Branislav, Casino.Guru