NineCasino - Аккаунт игрока заблокирован.

Nine Casino closed my account which I had 1525 euros in it.In an email who sent me,they said that they won't give me my money and they didn't won't explain to me the reason why they basically stole it from me.

Dear mihail777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you passed the KYC verification before the casino blocked you?

Have you accumulated your winnings with or without an active bonus?

Which games you focused on while your account was still active - slots, live casino, sports betting, etc.?

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,

Kristina

Thank you very much for your interest in helping me to solve my problem.

I started playing with verification and even made one withdrawal of 400 euros without problem.

I have not accepted any bonus.

I played live casino-Black Jack.

Thank you very much for your reply, mihail777. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I SENT YOU THE 3 MAILS FROM MY CORESPONDETION WITH NINE CASINO.

PLEASE INFOREME IF YOU REACIVIED ?

Thank you very much, mihail777, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear mihail777,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear NineCasino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello everyone!

We have sent the clarification letter to the following email address- stefan.m@casino.guru. Kindly, please, check it.

Best regards,

Nine Casino Team.

Dear NineCasino,

I have not received any email from you. Could you please send it again?

Thank you very much in advance.

Kind regards,

Stefan

Hello, Stefan!

The clarification email has been resent.

Best regards,

Nine Casino Team.

Dear NineCasino,

I have responded to your email. Please let me know once you respond to the email.

I am looking forward to your response.

Kind regards,

Stefan

Hello, Stefan!

The clarification email has been sent one more time.

Best regards,

Nine Casino Team.

Dear NineCasino,

Thank you, I have received your email.

Please keep us updated.

Kind regards,

Stefan

Hello everyone!

We have sent the one more clarification letter to the following email address- stefan.m@casino.guru. Kindly, please, check it.

Best regards,

Nine Casino Team.

Dear NineCasino,

Thank you, I have responded to your email.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, Stefan!

The clarification email has been sent one more time.

Best regards,

Nine Casino Team.

Dear NineCasino,

I haven't received any email from you.

Could you please resend the email?

Thank you very much in advance.

Kind regards,

Stefan

Hello, Stefan!

The clarification email has been sent one more time.

Best regards,

Nine Casino Team.

Dear Nine Casino,

I have responded to your email.

Kind regards,

Stefan

Dear Stefan,

I have responded to your email.

Kind regards,

Nine Casino

THANK YOU VERY MUCH FOR YOUR HELP.

Dear NineCasino,

Thank you for your response and the information provided.

Can you put the statement here, so the player can be informed about the outcome of our discussion?

Thank you very much in advance.

Kind regards,

Stefan

Hello everyone!

We decided to refund the confiscated amount, refund task was created and we will process it within 7 days.Thank you for your cooperation.

Kind regards,

Nine Casino

Dear NineCasino,

Thank you for your response and the information provided.

Please let us know once you process the refund.

Kind regards,

Stefan

Dear Everyone,

The refund has been processed successfully from our side side.

Kind regards,

Nine Casino Team.

Dear mihail777,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

I RECEIVED MY MONEY FROM NINE CASINO.

THANK YOU VERY MUCH FOR YOUR HELP.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, mihail777, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Stefan, Casino.Guru