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

We’ve reopened this complaint at the request of Casino 999. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear, Asgerbs

We understand that you are concerned about Casino999 Bonus Terms and conditions.

Please be aware that by using the Website and participating in games, you acknowledge that you bear the risk of losing funds deposited into your Account.

Should the Company suspect or discover bonus abuse, illegal gambling or other prohibited activities, as stated in the General Terms and Conditions, the Company may disqualify the player from using current or future promotions and bonus offers and withhold withdrawals and/or confiscate winnings and/ or close the player's Account.

Our general rule of thumb is, if you’re unsure if something is appropriate, please err on the side of caution.

Many thanks for your understanding.

Dear Casino 999,

Can you please clarify what kind of abuse did the player commit?

Greetings Nick!

The player has violated the Bonus Terms and Conditions, specifically clause 7:

The Welcome Bonus may be used in the following games.

Player can wager his bonus funds in any Slots that are listed below:

Hacksaw: RIP City, Le Bandit™, Dork Unit.

NetEnt: Starburst, Gonzo's Gold.

Play’n GO: Super Flip, Legacy of Dead, Book of Dead.

Pragmatic Play: Hot to Burn, Honey Honey Honey, Little Gem Hold and Spin, Clover Gold, Wild Gladiators, Greedy Wolf, Emerald King Rainbow Road, 3 Genie Wishes.

Taking into account that this violation was made while playing with an active bonus, it was considered as bonus abuse. By its nature, this violation is also a "prohibited activity", as it violates the stated Terms and Conditions that the player agreed to when he registered his account."

User played with an active bonus in slots that are not allowed to play with an active bonus - Gates of Olympus (from 11.12.2023 23:23:16 to 11.12.2023 23:48:15) and 5 Lions Megaways (from 11.12.2023 23:11:11 to 11.12.2023 23:22:40).

The player himself confirms the fact that he played an unauthorized slot in his first post, quote: "…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".

By these actions the player violated clause 7 of Bonus Terms and Conditions and in this regard his withdrawal request was canceled, and his winnings were confiscated.

Dear Casino 999,

We can fully understand your point of view on the case but as I've mentioned in our conversation, we find it unfair to confiscate balance based on the fact that the player used restricted games while using a bonus as it should be ensured by the casino that such games are not even available.

Dear Nick,

Thank you for bringing your concerns to our attention. We acknowledge your viewpoint, but it's essential to note that each casino operates under its own distinct bonus policy and reward framework. Bonuses eligibility criteria and associated regulations are determined by the casino.

We highlight that active bonus can be wagered at designated slots only at the first presentation of the offer. This requirement is very transparent available immediately before player opt-ins.

We regret to learn of your recent loss. At Casino999, we advocate for responsible gambling and emphasize the importance of playing just for fun.

Thank you for your understanding.

We are currently still in touch with the casino trying to explain our point of view on the case. Currently waiting for their final decision regarding the matter.

Greetings Nick,

Pls find our final point of view on the case for the following reasons.

Firstly, as we said earlier - this restriction (in terms of being allowed to play with active bonus in certain slots) applies only when playing with a bonus. When playing without a bonus, the player is free to choose any slot he wants.

Secondly, this restriction is specified in the Bonus Terms and Conditions , which the player agrees to when registering an account.

Thirdly, this paragraph of the Bonus Terms and Conditions regarding which slots a player can play with an active bonus, does not contradict the requirements of Spillemyndigheden.

Reading the Terms and Conditions and Bonus Terms and Conditions is very important, and we recommend players if something is not clear - contact Customer Support via chat or email, who are always ready to answer any question and clarify this or that clause.

We on our part have acted and will act according to our Terms and Conditions.

Thus, summarizing all the above, we consider that our decision was correct, and we will not change it.

Hello Asgerbs,

We were trying to argue with the casino regarding the confiscated funds but as you can see unsuccessfully. The complaint will be now closed as unresolved which may negatively impact the casino's safety index.

I'm sorry that we were unable to help you out with this case.

Best regards,

Nick