Nine Casino - Spelarens jackpottvinster försvann från hennes casinosaldo.

Dear Hljb80,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with NineCasino. Please allow me to ask you a few questions, so I can understand the whole situation completely:   

• What game did you play when you hit the jackpot? 
• When exactly did you receive a successful withdrawal of €15,000 from the casino and when did you notice that the rest of your casino balance disappeared?
• Has the casino initiated an investigation of the issue with the game provider?
• Did you accumulate your winnings with or without an active bonus?  
• Did you pass the verification before requesting withdrawals? 

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,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Hljb80, could you please confirm if your account balance was 0 when it got blocked, or if you had any funds in your account?

Please specify what you mean by a refund of €207. Did you have a pending withdrawal for €207?

If you have more relevant communication between you and the casino, can you please send it to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

As part of the regular operation of this account, I am entitled to a weekly reward of €25 (weekly cash) and a monthly credit of €207, which is scheduled to be available on June 1st.

No âmbito do funcionamento regular da referida conta, tenho direito a uma recompensa semanal de 25€ (cash semanal) e a um crédito mensal de 207€, cuja próxima disponibilização está prevista para o dia 1 de junho.

Thank you very much, Hljb80, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, Hljb80,

I am sorry to hear about your unpleasant experience 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 have the user's jackpot winnings been confiscated? Can you provide us with the relevant explanation/statement from the provider?

Feel free to send the necessary details and supporting evidence/documentation to my email address (branislav.b@casino.guru).

If possible and relevant, can you also clarify why the user does not receive any weekly bonuses/rewards anymore and another €207 she won in the "Crash" game, which were confiscated too, as she mentioned?

Thank you.

Dear all,

Thank you very much for your involvement and attention.

I can confirm that:

On 18/03/2025, approximately €56,000 in winnings, obtained legitimately with a real balance, disappeared from my account.

NineCasino's explanation was that there was a "technical error by the provider", without any documentary evidence provided to date.

The €207 won in the Crash game was also confiscated, with no valid justification, as was the blocking of the weekly and monthly bonuses that had been awarded to me regularly until that date.

My account was canceled without warning on 22/05/2025, which prevented me from accessing the full transaction history.

I have never received full documentation or explanations from the casino or the alleged provider (Amigo Gaming). I therefore request that NineCasino or the provider provide a clear and transparent technical justification.

I remain available to collaborate with the investigation and thank Casino Guru again for their help.

Regards,

Helena A***** from S***** L*****

User: sn*****52

Prezados,

Agradeço sinceramente o vosso envolvimento e atenção.

Confirmo que:

No dia 18/03/2025, desapareceram da minha conta aproximadamente 56.000€ em ganhos, obtidos de forma legítima com saldo real.

A explicação do NineCasino foi a existência de um "erro técnico do provedor", sem qualquer prova documental apresentada até hoje.

Os 207€ ganhos no jogo Crash também foram confiscados, sem justificativa válida, tal como o bloqueio dos bónus semanais e mensais, que me eram atribuídos regularmente até essa data.

A minha conta foi cancelada sem aviso prévio no dia 22/05/2025, o que me impediu de aceder ao histórico completo das transações.

Nunca recebi documentação ou explicações completas por parte do casino ou do alegado provedor (Amigo Gaming). Solicito, portanto, que o NineCasino ou o provedor apresente uma justificação técnica clara e transparente.

Mantenho-me à disposição para colaborar com a investigação e agradeço novamente ao Casino Guru pela ajuda.

Cumprimentos,

Helena A***** de S***** L*****

Utilizadora: sn*****52

Subject: NineCasino complaint - Challenge to closure attempt

> Dear all,

I hereby inform you that I do not accept the change of status of my complaint to "Resolved", as the situation remains without any concrete solution.

The casino continues to refuse to return the legitimate winnings confiscated, has not provided valid technical evidence to justify the confiscation, and there has been no compensation or mutual agreement.

Therefore, the complaint should remain active until there is a real resolution with restitution of the amounts withheld and substantiated technical clarifications.

Thank you for your follow-up.

Best regards,

Helena A***** S***** L*****

Assunto: Reclamação NineCasino – Contestação da tentativa de encerramento

> Prezados,

Venho, por este meio, informar que não aceito a alteração do estado da minha reclamação para "Resolvida", uma vez que a situação permanece sem qualquer solução concreta.

O casino continua a recusar a devolução dos ganhos legítimos confiscados, não apresentou provas técnicas válidas que justifiquem o confisco, e não houve qualquer compensação ou acordo mútuo.

Assim, a reclamação deverá manter-se ativa até que haja uma verdadeira resolução com reposição dos montantes retidos e esclarecimentos técnicos fundamentados.

Agradeço o vosso acompanhamento.

Cumprimentos,

Helena A***** S***** L*****

Dear Hljb80,

We would like to inform you that the amount initially credited to your account as a jackpot has been confiscated due to an error originating from our game provider.

We would like to emphasize that we have acted in accordance with our Terms and Conditions, specifically paragraph 11.3, which states:

"The Company does not recognize or accept any liability for damages and/or losses to a player and/or third parties caused directly and/or indirectly due to:

error, misprint, misinterpretation, mishearing, misreading, mistranslation, misspelling, reading failure, transaction error, technical failure, technical risk, registration error, manifest error, cancellation of a game for any reason"), as we have received official confirmation of this error from the provider.

During the investigation process, the funds were not blocked, and you were able to withdraw a portion of the amount, which was later deemed subject to confiscation.

We would also like to remind you that our actions, including the potential closure of your account (Clause 10.3.), are fully consistent with our Terms and Conditions, which all players accept upon registration and continued use of our services.

Dear Branislav,

We will provide you with further information as soon as possible. We apologize for any inconvenience caused by the delay.

Best regards.

NineCasino

> Dear all,

Thank you for the update provided by NineCasino. However, I still disagree with this decision:

The casino authorized previous withdrawals, thus validating the legitimacy of the winnings.

No concrete technical proof of the alleged error was ever provided.

The clause invoked cannot be used to unilaterally annul legitimate winnings, much less after they have been partially validated.

I will continue to seek resolution from the competent regulatory authorities.

I request continued impartial analysis by Casino Guru.

> Prezados,

Agradeço a atualização fornecida pelo NineCasino. No entanto, mantenho o meu desacordo com esta decisão:

O casino autorizou levantamentos anteriores, validando assim a legitimidade dos ganhos.

Nunca foi apresentada prova técnica concreta do alegado erro.

A cláusula invocada não pode ser usada para anular ganhos legítimos de forma unilateral, muito menos após validação parcial dos mesmos.

Continuarei a procurar resolução junto das entidades reguladoras competentes.

Solicito a continuação da análise imparcial por parte do Casino Guru.

Dear Branislav,

We have sent an email containing further information. Kindly review it at your earliest convenience.

Best regards,

NineCasino

Dear all,

I saw that the NineCasino representative mentioned sending an e-mail with more information. However, so far I have not received any new clarification or concrete proposal to resolve my case.

I reiterate that:

The winnings were credited and visible in my account legitimately;

I was allowed to withdraw part of that amount without any blockage;

The justification based on a "provider error" is vague and without technical evidence;

The clauses of the contract should not be interpreted in an abusive manner.

I would appreciate it if Casino Guru would continue to follow the case impartially and transparently. I still consider that my rights have been violated.

Best regards,

Helena A***** S***** L*****

Prezados,

Vi que o representante do NineCasino mencionou o envio de um e-mail com mais informações. No entanto, até ao momento não recebi qualquer novo esclarecimento ou proposta concreta para resolver o meu caso.

Reforço que:

Os ganhos estavam creditados e visíveis na minha conta de forma legítima;

Fui autorizada a levantar parte desse valor sem qualquer bloqueio;

A justificação com base num "erro do provedor" é vaga e sem provas técnicas;

As cláusulas do contrato não devem ser interpretadas de forma abusiva.

Agradeço que o Casino Guru continue a acompanhar o caso com imparcialidade e transparência. Continuo a considerar que os meus direitos foram violados.

Com os melhores cumprimentos,

Helena A***** S***** L*****

Greetings all,

Thank you for your replies, and I am sorry for the delay.

Dear NineCasino Team,

Thank you for your email and the additional details.

Can you please look at my last email regarding the matter and provide the requested?

Thank you.

Dear Branislav,

We have sent you an email with additional information. Please review it at your earliest convenience.

Best regards,

NineCasino

Thank you for the update. I continue to follow the process closely and remain fully available to help with any further clarification. I will await the next communication from the Casino Guru team.

Agradeço a atualização. Continuo a acompanhar de perto o processo e mantenho total disponibilidade para colaborar com qualquer esclarecimento adicional. Aguardarei a próxima comunicação por parte da equipe do Casino Guru.

Greetings all,

Thank you for your email and the additional details, NineCasino Team. I replied to it a while ago.

Can you please look at my additional questions/requests?

Thank you.

Thank you for your continued support, Branislav.

I look forward to further developments and NineCasino's response to your additional questions.

I reiterate that I remain fully available to collaborate with whatever is necessary for a fair investigation of the case.

Thank you to the entire Casino Guru team for their commitment.

Agradeço a continuação do acompanhamento, Branislav.

Fico a aguardar os próximos desenvolvimentos e a resposta do NineCasino às suas questões adicionais.

Reforço que continuo totalmente disponível para colaborar com tudo o que for necessário para o apuramento justo do caso.

Obrigada a toda a equipa do Casino Guru pelo empenho.

Hello, Branislav!

Please accept our sincere apologies for the delayed response.

We have now sent you an email containing additional information regarding the matter.

Best regards,

NineCasino

Thanks for the update, Branislav.

I look forward to analyzing the new information sent by NineCasino and hope that it is sufficient to clarify the outstanding issues.

I reiterate my full cooperation in investigating this case and thank you in advance for your professionalism and commitment.

Best regards.

Helena L******

Obrigada pela atualização, Branislav.

Fico a aguardar com atenção a análise das novas informações enviadas pelo NineCasino e espero que sejam suficientes para esclarecer as questões pendentes.

Reforço a minha total colaboração para o apuramento deste caso e agradeço desde já o vosso profissionalismo e empenho.

Cumprimentos.

Helena L******