Nine Casino - La cuenta del jugador está cerrada, solicitando reembolso del depósito.

Hello

I had a Nine Casino account but I'd been locked out / couldn't seem to reset or otherwise find my passport. I then made a new account instead, and specifically opted out of the welcome bonus because I wasn't wanting to try and claim it twice.

I deposited $1500 and I had accepted a standard bonus that was offered on the site. However I didn't play with that bonus and ended up cancelling it instead.

I withdrew $4166.83 and had had my documents initially accepted.

I kindly want to inform that the account associated with contact email is closed regarding administrative decision and cannot be reopened. Please note, this decision cannot be reconsidered.

You are allowed to have only one (1) account. Only one account for each household, IP, PC is allowed. If you attempt to open more than one account, all accounts you try to open may be blocked or closed and any bets may be voided. Also, any returns, deposits, winnings, or bonuses which you have gained or accrued during such time as the duplicate account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the duplicate account. If you wish to open another account, you may do so by contacting support at support_cr@ninecasino.com. lf a new account is opened, the old account will be closed. If you notice that you have more than one registered account you must notify us immediately. Failure to do so may lead to your account being blocked for access. Your account was closed and winnings were confiscated.

If you still having issue with the access to your initial account, kindly contact us using appropriate email address.

If you have any further questions, feel free to reply to this email with it.

Best regards,

Claude,

Casino Support Team

I didn't really think it would be a problem but I do accept the argument they've made and won't do something like that again in future. IIRC they're not even a part of the regulated Ontario sites so I'm not sure how they're still operating here?

The only thing I'm seeking is my $1500 deposit back. They weren't willing to pay my winnings: but that shouldn't mean my deposit is forfeited.

Kind regards

Heather

Dear heatheroonie,

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.

Do I understand correctly that you lost access to your first account due to a forgotten password? When did that happen?

When did you create your second account?

Have you ever undergone KYC verification with either the first or second account?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the multiple accounts? 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

Do I understand correctly that you lost access to your first account due to a forgotten password? When did that happen?

I had lost my password and/or username and was just struggling to reset it. Since I didn't have access I just made a new one and then intentionally skipped the welcome bonus so I wasn't taking it twice.

When did you create your second account?

I made my second account on Jan 6th.

Have you ever undergone KYC verification with either the first or second account?

Yes my original account was verified, and I had to do the same selfie verification and upload proofs of my documentation including proof of deposit on my second account. I received a message telling me that I had been successfully verified on my second account.

Did you accumulate your winnings with or without an active bonus?

I received a reload bonus but cancelled it soon after. Their website separates your cash from your bonus, so I only played with, spent and won using my cash funds.

I've sent you emails of the back and forth between the casino and myself as well.

Kind regards

Heather

Dear heatheroonie, when did you lose access to your first account?

Did you contact the casino before creating the second account to ask if it was permitted?

Hello

I'm not sure, I didn't play for ages and then when I tried to log in a few months ago I couldn't get my username, password or password reset to work.

I didn't speak to the casino first, I thought it would be enough that I ignored the welcome bonus and specifically opted out, so I wouldn't get an unfair advantage or be claiming it twice.

I mentioned this before but this is over cash winnings and my deposit. Irrespective of their site rules and decision, I don't believe they have the right to confiscate the $1500 that I deposited, that's plain wrong.

Dear heatheroonie, I apologize, but we won't be able to assist you further, as you did not have permission to open a second account. First, I would like to emphasize that the vast majority of online casinos, including this one, prohibit creating and actively using more than one account per player. Here are the key points to consider:

You are allowed to have only one (1) account. Only one account for each household, IP, PC is allowed. If you attempt to open more than one account, all accounts you try to open may be blocked or closed and any bets may be voided. Also, any returns, deposits, winnings, or bonuses which you have gained or accrued during such time as the duplicate account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the duplicate account. If you wish to open another account, you may do so by contacting support at support@ninecasino.com. If a new account is opened, the old account will be closed. If you notice that you have more than one registered account you must notify us immediately. Failure to do so may lead to your account being blocked for access.

Since you have breached this fundamental rule of online gambling, we believe the casino has acted fairly and in accordance with the General Terms and Conditions. The consequences for opening multiple accounts are consistent across the industry.

Regrettably, we will not be able to assist you further in this matter. Therefore, this complaint will now be rejected. I recommend not attempting to create multiple accounts in the future, as this will likely lead to similar issues.

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.