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The casino closed my account without my authorization, and I had a balance of 2500 eur to withdraw and now that I have lost access to the account, the casino does not respond to my emails or transfer the money. They are ignoring all my contacts and emails.

O casino fechou a minha conta sem a minha autorização, sendo que eu tinha um saldo de 2500 eur para fazer o levantamento e agora que perdi o acesso à conta o casino não responde aos meus e-mail nem faz a transferência do dinheiro. Estão a ignorar todos os meus contactos e e-mails.

Dear Epedro46,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NineCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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

Best regards,

Tomas

I played a few days and made a withdrawal. I had 2500 euros left in my balance to withdraw and I asked the casino to be quick with that withdrawal because after withdrawing that money I would close my account. They closed immediately and did not respond to the dozens of emails I sent them about my balance.

How did you know your account was blocked? Through chat conversation

What games did you play to build up your current casino balance? (slots, live games, multiplayer)

slots

Have you reached your current balance with or without an active bonus?

with deposit and bonus but the bonus had already made tournover

joguei alguns dias e fiz um levantamento. Restava do meu saldo 2500 eur para levantar e pedi ao casino para ser célere nesse levantamento porque após levantar esse dinheiro iria fechar a minha conta. Fecharam na de imediato e não voltaram a responder me as dezenas de e-mails que lhes enviei sobre o meu saldo

Como você soube que sua conta foi bloqueada? Através de conversa de chat

Quais jogos você jogou para acumular seu saldo atual no cassino? (slots, jogos ao vivo, multiplayer)

slots

Você alcançou seu saldo atual com ou sem um bônus ativo?

com depósito e bónus mas o bónus já tinha feito tournover

Thanks for your patience.

Do I understand correctly the withdrawal request was still 'pending' in your casino account? What was the reason why you wished to close your casino account?

Could you please forward any relevant communication between you and the casino, where the closure of your account is discussed? My email is tomas@casino.guru

Good afternoon

I wanted to close by addition to the game

I still haven't received the 2500 eur

Boa tarde

desejei fechar por adição a jogo

continuo sem receber os 2500 eur

Thank you very much, Epedro46, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I inform you that I still have not received the amount withdrawn by ninecasino

Informo que continuo sem receber o montante retiro pelo ninecasino

Hello Epedro46,

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

We would like to invite NineCasino to join the conversation.

Dear NineCasino,

Can you please provide information on why was the player's account closed?

If the information can't be shared publicly, please send them to michal.k@casino.guru

The account was closed at my request, due to game problems, however, I asked for it to be closed after withdrawing the balance and I was not respected. The account was immediately closed and the 2500 eur balance was never paid, despite the dozens of requests and emails I've already sent to ninecasino.

A conta foi encerrada a meu pedido, devido a problemas de jogo, no entanto, pedi para que a mesma fosse encerrada após o levantamento do saldo e não fui respeitada. A conta foi encerrada de imediato e os 2500 eur de saldo nunca foram pagos, apesar das dezenas de pedidos e e-mails que já fiz ao ninecasino.

Hello everyone!

Player's account was closed due to gambling problems, it was mentioned in the Live Chat. The rest of the balance(2500 EUR) was refunded.The proof of the refund will be sent to the following email address -  michal.k@casino.guru. Kindly, please check it.

Best regards,

Nine Casino Team.

I will then send my account statement proving the movement and non-receipt of the amount in question. It will be sent to the same email. Thanks

Irei de seguida enviar o extrato da minha conta comprovando a movimentação e a não recepção do montante em causa. Será enviado para o mesmo e-mail. Obrigada

Thank you for the response, Nine Casino Team.

Dear Epedro46,

I have sent you an email, please check your inbox.

Dear Epedro46,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Epedro46,

Although it seems as though this issue has been resolved, as the casino has sent us proof that the 2500 EUR were refunded back to you we haven't had a further response from you to confirm this. We are, unfortunately, forced to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal