Nine Casino - La cuenta del jugador ha sido cerrada después de ganar.

Hello, I was disabled just when I went to use the bonus from the given site.

Coincidentally, I even won...

I spoke to chat support to understand how to use the bonus they had given me and in a few words I had to lose the balance, I played and unfortunately I lost...

Then I went to use the bonus, I won 1200 euros and lo and behold my account gets disabled. Why?

I contacted ninecasino support by email and they told me it was an administrative decision and that I couldn't do anything about it, also writing: "we trust in your understanding" ... but here I have no understanding. As long as I lost everything was fine, I receive a bonus to try to recover the money lost ... I win 1200 euros in bonus and strangely I am disabled? Now I want explanations! The problem is that the bonus expires sooner or later because it must be replayed and I, being disabled, cannot play it!

It seems like a big scam to me and I would like to understand the reasons!!

Buongiorno, sono stato disabilitato proprio nel momento in cui sono andato a utilizzare il bonus dal sito dato.

Guarda a caso avevo pure vinto...

Ho parlato con il supporto chat per capire come utilizzare il bonus che mi avevano Dato e in poche parole dovevo perdere il saldo, io ho giocato e purtroppo ho perso...

Poi sono andato a usare il bonus, ho vinto 1200 euro e guarda a caso il mio account viene disabilitato. Perchè?

Ho contattato il supporto di ninecasino via mail e mi hanno detto che era un decisione amministrativa e che non potevo farci niente scrivendomi anche : "confidiamo nella tua comprensione"...ma qui di comprensione non ne ho. Finché perdevo andava tutto bene, ricevo un bonus per provare a riprendere i soldi persi...vinco 1200 euro di bonus e stranamente vengo disabilitato? Ora voglio spiegazioni! Il problema è che il bonus prima o poi scade perchè va rigiocato e io essendo disabilitato non posso giocarlo!

A me sembra una grande truffa e vorrei capire proprio le motivazioni!!

Dear isakfernelli,

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 how long you have been a player at the casino and when exactly your account was blocked?
• Do I understand correctly that the casino blocked your account before you were able to complete wagering of the bonus?
• Did the casino return your last deposit?
• Could you please share the email you received with the justification for the block?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good morning Tomas, you understood very well. A few days ago I was on YouTube watching some videos and I came across an ad with the welcome bonus of ninecasino, it seemed very good and attracted by it after a few hours I decided to register.

Everything was perfect, except that in the end I lost both the deposit and the welcome bonus, but it happens, we're betting, right?

Then a few days later I decided to try again with their bonus on the second deposit... I didn't really understand how it worked and I wrote to the chat, the operators told me that in a few words to get the bonus I would have to lose the deposit... something not specified or in any case totally misleading but oh well those are their rules so ok.

I bet everything on my favorite games which are baccarat and roulette I think (now I don't remember exactly if both or just one of the two) and unfortunately I lose...so consequently the bonus of 150 euros is activated.

I bet it regularly, on 3 events with all their rules and exactly when I realize that there was one game left to win, I realize that I can no longer log into the account.

So on Sunday morning I decided to contact support because the last event would take place in the evening and I would have the chance to win 1200 euros having bet 150.

Trying to log in I read that my account has been disabled and I contacted support who considered themselves totally unrelated to the decision taken by the administration and in the case of contacting support. From there 3 emails, of which the first 2 are replies (in the exact same way just to send me away) and in the evening I also discover that I have won the bet of my bonus and therefore won the bonus money that I had received a few days before on the 2nd deposit.

Now I don't know how much time I had to replay the bonus and I don't even remember the wagering but I can't even consult it because I was disabled, just when I was about to win... all this is absurd.

They also told me by email that the decision is irreversible, but how do you do it I ask myself? While I was losing everything was fine and now that I win (among other things bonus and not even real money) they disable me or at least they don't allow me to enter the account (as if I had been suspended).

This seems like a theft to me and I hope things get clarified, because the casino didn't even want to talk to me and it's ABSURD.

For the rest I'll answer the questions you asked me:

it is the email used on the casino on which I DIDN'T EVEN RECEIVE AN EMAIL WHERE I WAS NOTIFIED THAT I HAD BEEN DISABLED.

So I hadn't played for a long time, I think 2/3 weeks, but I remember placing bets last week but I don't remember the day, but I noticed my account disabled on Sunday, so between Saturday or Sunday when they saw that I was about to win they disabled me.

The casino didn't give me my deposit or bonus back because I can't even log into my account so I can't even see it but I think they took everything.

I'm sure they blocked me right before they saw I was about to win, because I placed bets with the bonus and everything was ok, but then when I was there to win I realized I can't log into my account anymore!! Absurd.

They replied to me in the last email that they care a lot about their terms and conditions and that the Company adopts a strict anti-fraud policy and uses several anti-fraud tools and techniques"

But I literally deposited, tried to win...unfortunately I lost and from there I received the bonus that I then won on Monday night with the last game and they don't want to let me win the bonus!! This is all absurd!!!

I attach the screenshots of the emails with the support, I do not have other chats with the support because the live support after you close the chat you can no longer resume it.

I trust in your help because in this case they are doing the fraud, not me who also lost my money! Incredible!!!

Buongiorno Tomas, hai capito benissimo. Qualche giorno fa mi trovavo su YouTube a guardare qualche video e mi spunta una pubblicità con il bonus benvenuto di ninecasino, mi sembrava molto buono e attratto da ciò dopo qualche ora ho deciso di registrarmi.

Tutto perfetto, se non che alla fine ho perso sia il deposito che il bonus di benvenuto ma succede insomma, stiamo scommettendo no?

Dopodiché qualche giorno dopo decido di riprovarci con il loro bonus sul secondo deposito...non capivo bene come funzionasse e ho scritto alla chat, gli operatori mi dicono che in poche parole per avere il bonus avrei dovuto perdere il deposito...cosa non specificata o comunque totalmente fuorviante ma va beh sono regole loro quindi ok.

Scommetto tutto ai miei giochi preferiti che sono baccarat e roulette credo (ora non mi ricordo precisamente se entrambi o solo uno dei due) e sfortunatamente perdo...quindi di conseguenza mi si attiva il bonus di 150 euro.

Lo scommetto in modo regolare, su 3 eventi con tutte le loro regole e esattamente quando mi accorgo che mancava una partita alla fine per vincere, mi accorgo che non riesco più a entrare nell'account.

Domenica mattina quindi decido di contattare il supporto perchè alla sera si sarebbe svolto l'ultimo evento e avrei avuto la possibilità di vincere 1200 euro avendone scommessi 150.

Provando a fare login leggo quindi che il mio account è stato disabilitato e da ho contattato il supporto i quali si ritenevano totalmente estranei alla decisione presa dall'amministrazione e nel caso di contattare il supporto. Da li 3 mail, delle quali sono le prime 2 risposte (nello stesso identico modo tanto per mandarmi via) e alla sera scopro pure di aver vinto la scommessa del mio bonus e di aver vinto quindi i soldi del bonus che avevo ricevuto pochi giorni prima sul 2' deposito.

Ora io non so quanto tempo avessi per rigiocare il bonus e non mi ricordo nemmeno il wagering ma non posso nemmeno consultare perchè sono stato disabilitato, proprio quando stavo per vincere...tutto questo è assurdo.

Per mail mi hanno pure detto che la decisione è irreversibile, ma come si fa mi chiedo io? Mentre perdevo tutto andava tutto bene e ora che vinco (tra l'altro bonus e neanche soldi veri) mi disabilitano o comunque non mi permettono di entrare nell'account (come se fossi stato sospeso).

A me sembra un furto questa cosa e spero venga fatta chiarezza, perchè il casino non ha voluto nemmeno parlare con me ed è ASSURDO.

Per il resto rispondo alle domande che mi hai fatto :

isakfernelli@gmail.com è la mail usata sul casinò sulla quale NON HO NEANCHE RICEVUTO UNA MAIL DOVE VENIVO AVVISATO DI ESSERE STATO DISABILITATO.

Non giocavo quindi da tanto, credo 2/3 settimane, però mi ricordo di aver piazzato le scommesse settimana scorsa ma non ricordo il giorno, però ho notato il mio account disabilitato domenica, quindi tra sabato o domenica quando hanno visto che stavo per vincere mi hanno disabilitato.

Il casino non mi ha restituito deposito o bonus perchè non posso neanche entrare nel mio account quindi non posso nemmeno vederlo ma credo si siano presi proprio tutto.

Io sono sicuro che mi abbiano bloccato proprio prima che hanno visto che stavo per vincere, perché ho piazzato le scommesse con il bonus e tutto ok, poi però quando ero li per vincere mi accorgo che non posso più entrare nel mio account!! Assurdo.

Mi hanno risposto all'ultima mail che loro tengono molto ai loro termini e condizioni e che La Società adotta una rigorosa politica antifrode e utilizza diversi strumenti e tecniche antifrode"

Ma io ho letteralmente depositato, provato a vincere...ho purtroppo perso e da li ho ricevuto il bonus che poi ho vinto lunedì sera con l'ultima partita e non mi vogliono far vincere il bonus!! È assurdo tutto ciò !!!

Allego gli screen delle mail con il supporto, non ho altre chat con il supporto perchè il supporto live dopo che hai chiuso la chat non puoi più riprenderla.

Confido in un tuo aiuto perchè la frode in questo caso la stanno facendo loro, non io che ho perso pure i miei soldi! Incredibile !!!

Where are you guys...? Pls help me out...

Thanks for your patience.

Do I understand correctly that there was a triple bet you placed while the bonus in your account was active, and later, when the bonus was no longer active, you received the result of the bet, the result of which was a win?

Please let me know.

Hi Tomas. I bet at the casino and as I said in the previous message I don't remember if baccarat or roulette (which are my favorite games) the fact is that I lost and I received a bonus of € 150 to play on sports. I play it, I play the triple and a few hours before the closing of the last bet, I can no longer log into my account. Obviously I won the bet slip and now I can't log back in to play my bonus and obviously since days have passed since the time I wrote to you the first time surely the winning bonus that went from € 150 bonus received to € 1200 bonus won will have expired by now.

my account randomly gets disabled just when I'm about to win...but while I was losing at the casino before and also the week before and even a few weeks before that I had already played there it didn't get disabled! What a joke...

Ciao Tomas. Io ho scommesso al casinò e come dicevo nel messaggio precedente non ricordo se baccarat o roulette (che sono i miei giochi preferiti) sta di fatto che ho perso e ho ricevuto un bonus da 150€ da giocare sullo sport. Lo gioco, gioco la tripla e poche ore prima della chiusura dell’ultima scommessa, non riesco più a entrare nel mio account. Chiaramente ho vinto la schedina e ora non riesco a rientrare per giocare il mio bonus e chiaramente essendo passati giorni dalla volta in cui vi ho scritto la prima volta sicuramente il bonus vincente che è passato da 150€ di bonus ricevuto a 1200€ vinti bonus ormai sarà scaduto.

il mio account guarda a caso viene disabilitato proprio quando sono in procinto di vincere…però mentre perdevo al casinò prima e anche la settimana prima e anche qualche settimana prima che avevo già giocato lì non mi veniva disabilitato! Che barzellette…

Thank you very much, isakfernelli, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Ok, am I still waiting in this chat?

Ok, attendo sempre in questa chat?

Hello isakfernelli,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite NineCasino to join the conversation.

Dear NineCasino,

Could you kindly clarify the circumstances surrounding the closure of the player's account and the reasons for the potential winnings not being credited? If there are any factors influencing the situation that are not suitable for public disclosure, kindly share them along with any relevant evidence with me at michal.k@casino.guru

Thank you.

Perfect thanks, we await their response!

Perfetto grazie, attendiamo la loro risposta!

Hello!

The account has been closed and winnings confiscated due to breach of our Terms and Conditions.

According to Clause 12.1 "The Company enforces a strict anti-fraud policy, utilising advanced tools and techniques to detect fraudulent activities. If a player is suspected of engaging in fraudulent actions, such as collusion, chargebacks, multiple account creation, or other forms of misconduct, the Company reserves the right to terminate the account and suspend all payouts at its sole discretion, without prior notice. Additionally, the Company may report such activities to relevant regulatory authorities. Fraudulent behaviour includes but is not limited to exploiting software vulnerabilities, manipulating game outcomes, or delaying game rounds to gain an unfair advantage."

Dear Michal,

We have sent you an email containing supporting evidence of the breach. Please review it at your earliest convenience.

Best regards,

NineCasino

is it possible to forward this "proof" to me too because I'm really curious to understand what you're talking about.

è possibile inoltrare anche a me queste "prove" perché sono proprio curioso di capire di cosa state parlando.

Thank you for your email, NineCasino Team. I have responded back with some additional enquiries.

Dear isakfernelli,

Can you please confirm whether any of your family members or friends have an account at NineCasino? If they do, do you happen to play at the same time or at the same location, perhaps during a visit? Do you all enjoy playing the same games?

No, I can certainly say that neither my dad nor my mom gamble. They definitely don't have a ninecasino account because I also discovered this site very recently and I'm the only one who gambles, they don't like it.

I can provide my parents' first and last names if it would be helpful.

Let me know thank you very much

No, posso certamente affermare che ne mio papà ne mia mamma giocano. Sicuramente non hanno un account ninecasinò perché l’ho scoperto anch’io da pochissimo tempo questo sito e sono l’unico a giocare d’azzardo, a loro non piace.

Posso fornire nome e cognome dei miei genitori se può essere utile.

Fatemi sapere grazie mille

Dear isakfernelli,

How about your friends? Does any of them have an account with NineCasino?

I don't know anyone who gambles, I like to gamble for fun every now and then but none of my friends like it so I'm 99.9% sure that none of my friends even have a betting account, let alone ninecasino which isn't even adm in Italy.

I discovered Ninecasino completely by chance with an advertisement as I had already said in some previous messages so it is new for me too, but now I find myself in this situation...

Let me know if I need to provide anything else thank you very much.

I await your answers Michal, thank you very much, have a nice day.

-Isaac Guernelli

Non conosco persone che giocano d’azzardo, a me piace ogni tanto giocare per divertimento ma a nessuno dei miei amici piace quindi sono 99,9% sicuro che nessuno dei miei amici abbia nemmeno un conto gioco scommesse, figuriamoci ninecasino che non è nemmeno adm in Italia.

Ninecasino l’ho scoperto totalmente a caso con una pubblicità come avevo già detto in qualche messaggio precedente quindi è nuovo anche per me, però mi ritrovo ora in questa situazione…

Fatemi sapere se devo provvedere con qualcosa d’altro grazie mille.

Attendo tue risposte Michal, grazie mille buona giornata.

-Isacco Guernelli

Dear isakfernelli,

I'm still in discussion with the casino team about your case. I hope to provide some positive updates soon.

Dear NineCasino Team,

I have reached out via email again and shared our thoughts on the matter. I'm looking forward to your response.

Alright Michal, thank you very much.

I also await your answers and thank you for your work.

I'm still in quite a shock because it's absurd to me that just when I'm about to win (and then I also find out I've won) I'm prevented and disabled from accessing my account.

If I may say so, it really seems to have been done on purpose!

Anyway, have a good day and thank you very much again.

I'm waiting.

Va bene Michal, grazie mille.

Attendo anch'io tue risposte e grazie per il tuo lavoro.

Sono ancora abbastanza in shock perchè è assurdo per me che proprio quando sto per vincere (e poi scopro anche di aver vinto) mi viene impedito e disabilitato l'accesso al mio account.

Se permetti sembra fatto veramente apposta!

Comunque Buona giornata e grazie tante ancora.

Io rimango in attesa.

Dear Michal,

We’ve shared some additional information with you via email.

Whenever you have a moment, we’d greatly appreciate it if you could take a look.

Best regards,

NineCasino

Dear NineCasino Team

Thank you for all your emails with the information and evidence that allowed me to assess the situation in its entirety. I'm looking forward to your response to my last question in regards the player's deposits.

Dear isakfernelli,

After reviewing all the information and evidence I was able to gather from you and from the casino team, your case turned out to be much more complex than it appeared at the beginning.

I have engaged in a quite long discussion with the casino team reviewing various factors. It was established that you engaged in gameplay that falls under the prohibited practices, as was communicated to you by the casino team previously, and this was even flagged by the providers of the Baccarat and roulette games. Consequently, your account was closed, preventing you from continuing to play. Another important thing that has to be mentioned is that when you played with real money, there were no issues detected; complications arose once you began utilizing bonus funds. This indicates an attempt to influence the bonus wagering condition outside of the intended measures, which fall under the rule 3.5. The player is not allowed to perform any fraudulent actions while playing with an active bonus in order to fulfill the requirements to wager the bonus, the casino reserves the right to cancel all player’s winnings.

Furthermore, similar gameplay behavior has been observed in additional accounts from your country opened at a similar or close time to you when they claimed the same bonus, which suggests that this is not merely a coincidence. While I understand your desire to receive more detailed information, due to our and the casino's strict privacy policy, such information cannot be disclosed as it represents a reasonable risk that the information might be misused in the future to circumvent the casino's security measures.

I can assure you that we, as an independent party, have reviewed all the information and evidence carefully, and the casino team acted in accordance with their rules, to which you agreed when creating your casino account.

The appropriate course of action in this instance is to return your deposit. I have asked the casino to facilitate this.

I understand that this response might not be the one you had hoped for, but as I mentioned above, the casino team's actions were in line with their established rules.

Ok…I don’t understand.

So it is not possible to receive the evidence here too? Therefore I do not understand what is fraudulent…???

However, if it is possible to recover at least the deposit, it would be something, thank you very much!

Ok…non ho capito.

Quindi non è possibile ricevere le prove anche qua? Di conseguenza non capisco cosa ci sia di fraudolento…???

Comunque se è possibile recuperare almeno il deposito sarebbe già qualcosa, grazie mille!

Dear isakfernelli,

I acknowledge your request for more comprehensive information and evidence. However, in accordance with our privacy policy and that of the casino, we are unable to provide such details, as there is a legitimate concern that this information could be misused in the future to bypass the casino's security protocols.

I want to assure you that we, as an independent entity, have thoroughly examined all the information and evidence, and the casino team operated within their established guidelines, which you accepted when you created your casino account.

I'm awaiting confirmation from the casino team on when and how your deposit will be refunded. I understand that this might not feel like a resolution of your complaint; however, because of the reasons I was able to share with you, this is the only viable course of action at hand.

You are certainly free to disagree with this conclusion and might consider submitting a complaint to the casino's licensing authority if you believe you are justified in your stance; however, considering the circumstances, I'm not able to provide any further assistance in this matter.

Dear NineCasino Team,

I'm looking forward to your response in regard to the return of the player's deposit.

Ok thank you very much Michal. I appreciate your work, will you update me in response to this message when and how the deposit will be returned?

I understand your position and as I said I thank you very much for the work done. Now I will understand how and if to go to act against them.

otherwise i wish you a good day, let me know in reply to this message regarding the deposit. Thank you very much

Va bene grazie mille Michal. Apprezzo il tuo lavoro, mi aggiornerai tu in risposta a questo messaggio quando e come verrà riconsegnato il deposito?

capisco la tua posizione e come ho già detto ti ringrazio molto per il lavoro svolto. Adesso capirò come e se andare ad agire nei loro confronti.

per il resto ti auguro una buona giornata, fammi sapere in risposta a questo messaggio per quanto riguarda il deposito. Grazie mille

Hello, Michal!

We have sent you a response via email. Kindly review it at your earliest convenience.

Best regards,

NineCasino

Thank you for all the information and evidence provided, NineCasino Casino Team.

Dear isakfernelli,

I regret to inform you that I don't have positive news regarding the refund of your deposit. As I was mainly discussing with the casino team the issues regarding your gameplay with the bonus funds, I somehow forgot that the real money you previously deposited was normally and fairly lost, which you even confirmed. This changes the situation significantly in regard to a possible return of the deposit to you.

As the casino team informed me:

Since the user played the funds from this deposit in their entirety prior to placing a sports bet with the bonus funds, there was no remaining real money balance to be refunded. If there had been any remaining balance from deposits, we could have considered it; however, as all funds were legitimately wagered, a refund is not feasible under these circumstances.

I fully understand that this response, as well, is not what you have anticipated, but I have to concur with the casino team in this instance as well. The potential for a deposit refund can only occur under specific circumstances; unfortunately, this case does not qualify as one of those situations, as you have normally and fairly lost it through your gameplay. The funds present in your balance prior to the account closure consisted solely of bonus funds, which are ineligible for a refund.

With all this being said, and for the reasons mentioned above, there is no room for any other actions, and I will now proceed with closing this case as rejected.

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, and we will try our best to help.

Best regards,

Michal

Casino Guru