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After winning at NineCasino, I attempted to withdraw my earnings. The casino requested various documents for verification, which I provided. Once my account and banking information were verified, my account and withdrawals were unexpectedly blocked. Notably, my account balance is 12,350 euros. Could I get assistance in accessing my funds and proceeding with my withdrawals?

today i get this email :

We understand your concerns about the situation. 

We have noticed some suspicious activity and a check is underway. It may take some time.

We want to assure you that we are doing everything possible to resolve the situation as soon as possible. As soon as a decision is made, we will inform you immediately. We hope for your understanding!

Best regards,

Nine Casino Risk and Fraud Team

i don’t do nothing wrong i just play and i had chance and when i want my money they suspended my account😕

please help

Hello Famiay,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Did you play casino games or sports betting? When was the last time you spoke to the casino and what was it about?

Please keep in mind that the casino may restrict your account and process such checks at any time. Since when exactly is your account blocked?

Looking forward to your answer.

Regards,

Nick

Thank you for your response. I opened my account last Friday and it was fully verified by Saturday. I accumulated winnings using real money through fair play in casino games, without any suspicious activities. However, on Sunday, my withdrawal requests were canceled due to concerns about my gameplay, leading to a request for a test, the results of which can be found in the link. Yesterday, I was informed that my activities were deemed suspicious, resulting in the suspension of my account, thus blocking my access to my funds.

the last email from them was yesterday

Regarde

Yesterday, I received an email from the payment team asking me to wait, and today, the support team confirmed that my account will remain suspended and cannot be reactivated.

Hello Famiay,

Will be the remaining balance paid out to you? As long as yes, the casino is allowed to close your account without any reason given.

Hey,

They have blocked my access, thereby preventing me from withdrawing my money and have restricted all my actions. I simply want to get my money back. If they wish to block my account, that’s not an issue for me. I just want access to my money. My account is still suspended, and I can’t access my funds.

i want your help they don’t answer it’s 9 days now and no answer

Hello dear Nick,

how is it going now?

Best regards

Hello Famiay and thank you for the information provided so far. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Famiay for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NineCasino for their help in resolving this complaint. We would like to know why was the player's account suspended and what can we do to help resolve this issue.

Thank you!

Hello, dear all!

We really appreciate you taking the time to let us know about this issue. We will give you a detailed answer after examining the situation. We will do our best to respond as soon as possible.

Thank you for your patience.

Best regards,

NineCasino Team.

It has been over 3 weeks that you’ve been asking me to wait, but this seems excessively long. I request a refund of my 12,350 euro as there’s nothing left to analyze. I played like everyone else, was fortunate, and won this money. However, you are delaying my payout without any valid reason, which is not good to your casino’s reputation.

Dear CasinoGuru,

We kindly ask you for extension of timer, we need more time to resolve this case. Thank you.

Best regards,

NineCasino Team.

It’s 1 months now why you want extension i wanna my money back that’s enough.

Hello, dear all!

We apologize for the inconvenience and delay, but we are still working on the issue and will provide you with an answer as soon as we can.

We hope for your understanding.

Best regards,

NineCasino Team.

Greetings!

We would like to inform you that unfortunately we are still working on your request, we need a little more time, we apologize for the delay.

As soon as there are any updates we will inform you. We hope for your understanding.

Best regards,

NineCasino Team.

It’s been three weeks and we haven’t received a response from Nine Casino. I don’t understand why they are blocking my money, especially since they don’t seem to have any reason to do so. Pierre, could you please look into this with them? Thank you.

Greetings!

We would like to inform you that unfortunately we are still working on your request, we need a little more time, we apologize for the delay.

As soon as there are any updates we will inform you. We hope for your understanding.

We hope for your understanding.

Best regards,

NineCasino Team.

Dear all,

Peter, I have sent you by email more details regarding the case. Kindly check, thank you!

Best regards,

NineCasino Team

Thank you for the update NineCasino representative, I have responded to your email requesting further clarification. Looking forward to your reply!

Dear Famiay, I will keep you updated about any further developments. Thank you for your patience during this time!

Dear all,

We've requested additional information from the responsible team. As soon as we receive the details, we'll update you promptly.

Best regards,

NineCasino Team

Dear CasinoGuru,

We kindly ask you for extension of timer, we need more time to resolve this case. Thank you.

Best regards,

NineCasino Team.

Hello Peter,

Any updates? I want my money and they don’t have any answers. They are doing this without any reason it will be 3 months now

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.

Dear Famiay,

We would like to inform you that since this matter is being handled at the licensing level, and our representatives are engaging with the licensee to resolve the issue, we kindly ask that you check the updates on the main complaint you have filed, as the matter is still being processed.

As this is an ongoing situation involving our licensing partners, we are limited in the specific details we can provide at this time. However, please be assured that we are actively working to find a suitable resolution.

We appreciate your patience and understanding.

Best regards,

NineCasino Team.

Hey Petter, please don’t close this case. If they don’t give me my money, it remains unresolved because this casino doesn’t want to give me my money and they have no reason to do this. They are incapable of answering.

Dear Famiay, I will close the complaint as 'waiting for a decision from the regulator' for now, if you have any news about the case feel free to forward it to my email (peter.c@casino.guru) the complaint can be reopened at any time. Thank you in advance for your cooperation!

Dear Famiay,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Dear Famiay, the casino has provided us with a statement from the regulator which ruled in their favour. Due to that reason we will subsequently reject your complaint.

Kind regards,

Peter