NineCasino - Transacciones no autorizadas reportadas por el jugador.

Nine Casino has been making withdrawals from my bank account without authorization, which do not exist in my casino history. I have been waiting 4 days for responses to my emails. I have reported the case because the amount is quite high, and they continue to provide no response. Their handling of issues like this is neither trustworthy nor professional, it is unacceptable. Furthermore, how could my bank allow such unauthorized transactions to take place.

Nine casino ha estado realizando extractos de mi cuenta bancaria sin autorización,que no existen en mi historial de casino y llevo 4 días esperando respuestas a mis emails, he denunciado el caso por qué el importe es bastante alto y ellos siguen sin dar respuesta, no es nada fiable ni profesional a la hora de resolver problemas como este, es inadmisible y además como mi banco a permitido que hagan esos movimientos sin autorización.

Dear dasottra1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NineCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise when was the last time you deposited in the casino?

Do I understand correctly additional transactions took place after you deposited in the casino via your bank account?

Could you please share a screenshot of a transaction being initiated by the casino you didn't authorize?

You can post screenshots here or send them to tomas@casino.guru

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,

Tomas

Thank you very much for your message. I completely understand your frustration.

I sent you an email asking for additional information. I'll await your reply.

Thanks for your message.

Has your bank recommended any steps for you to recover your money?

Could you please send your communication with the casino regarding the issue to my email at tomas@casino.guru ?

Please be sure to include responses from the casino as well.

I'll await your reply.

Dear dasottra1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I checked the information again and we can't be sure the casino had anything to do with the transactions as the name on the unexpected transactions doesn't match with the name on the deposit.

Kindly proceed to recover your funds with the help of your bank. I hope you'll be successful.

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 issues with any online casino in the future.