NineCasino - A conta do cassino do jogador foi bloqueada após a vitória.

Hello,

I played yesterday and won.

I requested a withdrawal of 2500 Euros yesterday which was in processing.

There is still 7000 Euros in my player account.

I was trying to verify my phone number last night, but as I entered it I was logged out!

I immediately contacted chat support after this. However, they didn't seem to have any necessary information, they just forwarded my issue!

Since yesterday, I haven't received any answers about my problem.

I haven't used any bonus offers either!!

This was my money, I deposited 1000 Euros yesterday and won 9500 Euros!

It seems like as soon as you win, they block you!!

Why aren't they blocking us when we are depositing or gambling?!!!

I find it outrageous that they simply block us!!! It's like we're good enough for them when it comes to depositing!!!!!!

So now what? What about my money?

Hallo .

ich habe gestern gespielt und gewonnen .

eine Auszahlung von 2500 Euro habe ich gestern angefragt war auch in Bearbeitung.

auf mein spielerkonto sind noch 7000 Euro .

ich wollte gestern Abend meine Telefonnummer zertifizieren während ich abgegangen habe meine Telefonnummer einzugeben wurde ich ausgeloggt !

daraufhin habe ich mich direkt an denn Chat gewendet . Die haben ja überhaupt keine Informationen die leiten ja nur dein Anliegen weiter !

jetzt kriege ich seit gestern keine Antwort auf mein Problem .

Bonus habe ich auch nicht genutzt !!

das war mein Geld 1000 Euro gestern eingezahlt 9500 gewonnen !

kaum gewinnt man wird man gesperrt !!

warum sperren die einen denn nicht beim einzahlen oder verspielen!!!

das finde ich unverschämt das die einen einfach sperren !!! Fürs einzahlen ist man gut genug !!!!!!!

und nun ??? Was ist mit mein Geld ?

Hello deryaciyayeres,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NineCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that the casino may block your account until you verify your account or the do additional checks regarding your game play.

Looking forward to your answer.

Regards,

Nick

hello dear nick

my identity was certified my email also verification documents were uploaded but been in process for several days.

my winnings were all real money I didn't use any bonus!

I informed the moderator in the chat on Wednesday that my account was suddenly blocked! They then gave me the email from support and said that I should describe my situation to support!

That's what I did accordingly! But received no reply.

but a block without email or statement is really outrageous!

afterwards I read a lot of negative things about the casino!

I hope they don't let my money disappear!

depositing without end is legal but withdrawing is apparently not allowed or problematic.

Hallo lieber nick .

meine Identität war zertifiziert meine email auch Nachweis Dokumente waren hochgeladen aber seit mehreren Tagen in Bearbeitung.

meine Gewinne waren alle echtgeld habe kein Bonus in Anspruch genommen !

ich habe im Chat am Mittwoch die Moderator informiert darüber das mein Konto plötzlich gesperrt worden ist ! Die haben mir dann die email vom Support gegeben und gesagt das ich meine Situation dem Support schildern soll!

Das habe ich dem entsprechend auch gemacht ! Aber keine Antwort erhalten .

aber eine Sperrung ohne email oder Äußerung ist echt unverschämt !!

habe ganz viel negatives im Nachhinein gelesen über das Casino !

hoffe das die mein Geld nicht verschwinden lassen !

einzahlen ohne Ende ist legal aber auszahlen ist anscheinend nicht erlaubt oder problematisch .

Hello deryaciyayeres,

Would it be possible to forward the communication between you and the casino (email or live chat) to nikolas.b@casino.guru for further review?

Of course I'll do it right away

Selbstverständlich werde ich gleich erledigen

Hello deryaciyayeres,

Based on the e-mails forwarded, your account got blocked due account multiplicity. Can you please advise if you did create more than one account in the casino or if anybody else from your household owns an account there?

Someone in the household also has an account

I had created one and then closed it because I wanted to spend less time. Then I created a new one for a while.

Jemand im Haushalt besitzt ebenfalls ein Konto

ich hatte eins erstellt und dann geschlossen weil ich weniger Zeit verbringen wollte. Dann habe ich noch eine Zeit ein neues erstellt.

Hello deryaciyayeres,

Unfortunately if you created multiple accounts, the casino had right to close your accounts and void any winnings generated on it. Please keep in mind that the casino finds account multiplicity only when you want to verify your account.

Is there anything else we could assist you with?

Yes, we still wanted to transfer my money, which I paid in. Nothing has happened there for weeks

Ja die wollten wir noch mein Geld überweisen, was ich eingezahlt hab. Da passiert aber seit Wochen auch Nix

Hello deryaciyayeres,

Did you provide all the information to the casino which they've requested in the screenshot you provided? When exactly did you send them all the details?

Dear deryaciyayeres,

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.