NineCasino - La cuenta del jugador ha sido cerrada y los fondos han sido confiscados.

Good evening, I have nearly €400 in my account that I won, and my account was canceled. I did not break any rules. The casino stopped responding to my emails and kept my money.

Boa noite, tenho quase 400€ na minha conta que ganhei e a minha conta foi cancelada. Não infringi nenhuma regra. O casino deixou de me responder aos meus emails e ficou-me com o dinheiro.

Dear Bruno39,

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. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Have you been informed about the reason for the account closure?
• Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Hello good morning, I have never made any successful withdrawals, this would be the first withdrawal and it was canceled. I did the full KYC check. The winnings I got were without bonuses. When I created the casino account, as I'm the one who plays most often, my mother mistakenly put my name as a player when she created the account, but it's her bank details that are associated with the account. As soon as the casino account was opened, on the same day I spoke to support in chat (I have that email) explaining the situation and asking them to change the player's name to my mother's name. I was asked for my id, my bank statement with my name and less than 90 days old, my credit card, my mother's id, my mother's driver's license and my mother's credit card. All these documents were sent and the verification was complete and active. The reason they gave for closing my account was that I had used "third party" means of payment, and the third party they are referring to is my mother, and the casino knew about this from day one and didn't stand in the way and accepted numerous payments from my account with my mother's card, only to raise problems. I don't think I broke any rules, because as soon as I opened my account I informed the casino and they said they would refer me to the responsible department and that I could continue playing as I did. There were never any problems making deposits, the only problem was withdrawing the money I won without a bonus from the casino.

Thank you

Olá bom dia, nunca fiz nenhum levantamento bem sucedido, este seria o primeiro levantamento e foi cancelado. Fiz a verificação KYC completa. Os ganhos que obtive foram sem bónus. Ao criar a conta no casino, como sou eu que jogo mais vezes, a minha mãe ao criar a conta por lapso colocou o meu nome como jogador, mas são os dados bancários dela que estão associados há conta. Logo quando se fez a abertura de conta no casino, no mesmo dia falei com o suporte no bate-papo (tenho esse email) a explicar a situação e a pedir que alterassem o nome do jogador para o nome da minha mãe. Foi-me pedido o meu id, o meu extrato de conta do meu banco com o meu nome e com menos de 90 dias, o meu cartão de crédito, o id da minha mãe, a carta de condução da minha mãe e o cartão de crédito da minha mãe. Todos esses documentos foram enviados e a verificação ficou completa e activa. O motivo que alegaram para encerramento da conta foi ter utilizado meios de pagamentos de "terceiros", sendo que o terceiro que eles se referem é a minha mãe, e o casino desde o 1 dia que sabia dessa situação e não meteu obstáculos e aceitou inúmeros pagamentos da minha conta com o cartão da minha mãe, só para levantar é que levantaram problemas. Não considero que tenha infringido nenhuma regra, pois logo de início que abri a conta informei o casino e disseram que iam encaminhar para o departamento responsável e que podia continuar a jogar como continuei. Nunca houve problemas para fazer depósitos, o único problema foi para levantar o dinheiro que ganhei sem bónus justamente no casino.

Obrigada

Dear Bruno39, thank you for the information provided. Could you please share your communication with the casino regarding the name change request? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Good afternoon, as requested I emailed dominika.l@casino.guru the bate paper the day I opened the account asking them to change the player's name. If you need any more information, I'm happy to help. Thank you

Boa tarde, conforme solicitado enviei por email para dominika.l@casino.guru o bate papel logo no dia em que abri a conta a pedir para alterarem o nome do jogador. Se precisarem de mais informações estou há disposição. Obrigado

Dear Bruno39,

Please understand that you and your mother seriously violated the basic rules of online gambling. Firstly, no sane and serious casino allows two people to share one account. Each user/player must create an account in their own name and verify the account with their own documents.

Furthermore, the person who creates the account cannot share their login details with anyone.

And lastly, the name of the account holder must match the name of the payment method owner. This is also mentioned in the General T&Cs:

The Company does not accepted third party payments. Deposits can only be made from a bank account, bank card, e-wallet, or other payment method registered in your own name. If it is determined during security checks that you have violated this condition, your winnings will be confiscated and the original deposit will be returned to the owner of the payment account. The Company does not claim responsibility for the lost funds deposited from third party accounts.

Furthermore, please check our Fair Gambling Codex for Players:

Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations.

Regrettably, we cannot assist you in this situation and the casino has the full right to confiscate all winnings and even close this account. I recommend that everyone create individual accounts, verify them with matching documents, and use a payment method issued in the same name as the casino account holder. Please never share an account with another person again.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Thank you for your understanding.

Best regards,

Dominika