Casino 999 - La cuenta del jugador se bloqueó después de la solicitud de retiro.

Hello, I redeemed a deposit bonus last night on 11/12-2023 where I deposited 1000kr and therefore received a 100% match, so I had a balance of 2000 and a playthrough rate of 20,000kr. I started off by winning a bit on Five Lions Megaways, but quickly found out that I couldn't play on that machine with my "bonus" money. I then switched to "Greedy Wolf" because I saw that I could use my "bonus balance" there where I then ended up playing through 20,000kr. I ended up with a balance of 3814.9 kr. I wanted to withdraw my money, but first needed to contact support to send an email where I would confirm ID, Address, etc. After I did that, and they validated my account, I then wanted to withdraw money. 6 hours later, I receive an email that my account is locked and they won't send me money because of Terms 13.

Hej jeg indløste en indbetalingsbonus i går aftes 11/12-2023 hvor jeg indbetalte 1000kr og altså fik 100% oven i, så jeg havde altså en saldo på 2000 og en gennemspil sats på 20.000kr, Jeg startede med at vinde lidt på Five Lions megaways, men fandt altså hurtigt ud af at jeg ikke kunne spille på den maskine med mine "bonus" penge. Jeg skifter dertil til "Greedy Wolf" fordi jeg kan se jeg har mulighed for at bruge mine "Bonus saldo" her hvor jeg så ender med at sidde og gennemspille 20.000kr. Jeg ender altså med at være helt oppe på en saldo på 3814.9 kr. Jeg vil så trække mine penge ud, men skal først i kontakt med support, for at få sendt en mail, hvor jeg skal bekræfte ID, Adresse osv. Efter jeg har gjort det, og de har valideret min konto. Vil jeg så trækker pengene ud. 6 timer senere modtager jeg en mail, med min konto er låst og de ikke vil sende mig penge pga. Vilkår 13

I still haven't received an answer? is there anything i need to do?

Jeg har stadig ikke fået noget svar? er der noget jeg skal gøre?

Hello Asgerbs,

Firstly, I would like to apologize as my first answer was not posted here correctly. Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casino 999. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did the verification process begin? Did the casino refund your deposit? When was the last time you spoke to the casino and what was it about? Did they specify the exact reason of blocking your account?

Looking forward to your answer.

Regards,

Nick

well, the first time the confirmation process began was on the night of 12/12/2023 at 4 o'clock, also until 8 o'clock, when I then received an email saying that I had to send my ID, etc. Casionet has not paid out 1 kroner and has only accused me of "cheating " I recently spoke with casiono999 on December 12, where I spoke about why I had been banned. Where they told me the reason my account had been closed was due to non-compliance with their clause 13. "The Company reserves the right to continuously review all records and game transaction. Should the Company suspect or discover bonus abuse, illegal gambling or other prohibited activities as set out in the General Terms and Conditions, the Company may disqualify the player from taking advantage of ongoing or upcoming promotions and bonus offers and withhold withdrawals and/or confiscate winnings and/or close the player's Account. See General Terms and Conditions for further information on prohibited activities ."

jamen første gang bekræftelse processen begyndte var der om natten d 12.12-2023 kl 4 ca også frem til kl 8 hvor jeg så fik en mail med jeg skulle sende mit ID osv. Casionet har ikke udbetalt 1kr og har udelukkende beskyldt mig for at "snyde" Jeg snakkede seneste med casiono999 d.12 decemer, hvor jeg sprugte om hvorfor jeg var blevet udlukket. Hvor de fortalte mig at årsagen til min konto var blevet lukket var pga uoverensstemmelser med deres paragraf 13. "Virksomheden forbeholder sig retten til løbende at gennemse alle optegnelser og spiltransaktion. Skulle Virksomheden få mistanke om eller opdage misbrug af bonus, ulovligt spil eller andre forbudte aktiviteter, som fremgår af de Almindelige vilkår og betingelser, kan Virksomheden diskvalificere spilleren fra at benytte igangværende eller kommende kampagner og bonustilbud og tilbageholde hævninger og/eller konfiskere gevinster og/eller lukke spillerens Konto. Se Almindelige vilkår og betingelser for yderligere oplysninger om forbudte aktiviteter."

Hello Asgerbs,

Did the casino specify what exact abuse are they accusing you of? If possible, please forward the communication between you and the casino to nikolas.b@casino.guru.

I didn't get any more information than what I sent, they won't comment on anything. Have also sent an email to Nikolas

Jeg fik ikke mere at vide end den det jeg har sendt, de vil ikke udtale sig om noget. Har også sendt en mail til Nikolas

Thank you Asgerbs for all the information provided. I would like to ask Casino 999 to join us and help us resolve the player's issue.

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.

I've tried to contact the casino again through a different method and currently waiting if we receive any respond from them.

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.

Hello Asgerbs,

I'm sorry for the wrongly closed complaints. I've contacted the casino by other way and they promised to respond. However, this happen over a week ago and we still haven't hear from them therefor we will be forced to close the complaint as unresolved.

The casino may reopen the complaint anytime if they wish to resolve the issue with the player but for now it will remain unresolved and may negatively affect the casino's rating.

Best regards,

Nick