NineCasino - Hráčův účet uzavřen a výhry zabaveny.

I have been a customer of ninecasino for some years now, the last 2 months I have deposited 200-300euros and played on the site. The problem is I used a card of a friend of mine (we played together for fun), the deposits were going through with no problem, my account has KYC. I did not know it was a problem to use another card, I received no warning email. When we won an amount (about 1000euros) and I tried to withdraw I provided the info that was asked of me. The next day the debit card was verified, I submitted the withdrawal and i even deposited some more money to play in the meantime. Few days later my account was closed and my winnings were confiscated, I understood the reason and I tried to contact support and try to resolve the problem with providing any additional information they might need. I was refused the winnings + any refund of the deposits. I know I broke the tos but there are no safeguards on the website or any warnings, plus I've been a customer for some time, so the problem appeared when I had winnings and I wanted to withdraw. If I did not reach that point they would have kept just taking my deposits no problem.

Dear jignick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions of the casino, and this is what I found: https://ninecasino.com/terms

6.8.The Company does not accepted third party payments. Deposits can only be made from a bank account, bank card, e-wallet, or other payment method registered in your own name. If it is determined during security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company does not claim responsibility for the lost funds deposited from third party accounts. The Company reserves the right to make a phone call to the number provided in the player's account, which, at the Company's own discretion, can form a necessary part of the KYC procedure. Until the player's account is fully verified, no cashouts will be processed. (...)

 Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

 Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

I can provide any info requested about the card used, KYC and stuff. If this is not enough, unfortunate.

Please let me know about any circumstances supporting your case here or in my email at tomas@casino.guru, otherwise, I'll close the complaint.

Dear jignick,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.