Nine Casino - La cuenta del jugador ha sido cerrada.

they deactivated my account with an amount of 217 thousand euros, my account was already verified and everything they asked for a lot of documents send all and was all correct in the end where I thought everything was going to be fine they just blocked my account

desativaram a minha conta com uma quantia de 217 mil euros, a minha conta já estava verificada e tudo pediram muito documento envie todas e estava todas correta no final onde pensei que ia ficar tudo bem simplesmente bloquearam a minha conta

Dear Sandrasantos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your casino account.

To better understand the situation and assist you effectively, could you please provide us with the following information:

• What specific reasons were given for the deactivation of your account? Please forward me the email you received from the casino after your account was blocked at veronika.f@casino.guru.
• What documents did you submit for verification, and for the requests for additional information?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus?

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

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Sandrasantos,

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.

Hello send all documents by email

my email is [hidden by Casino Guru]

Olá envie todos os documentos pela email

o meu email é [hidden by Casino Guru]

Send the documents the same day

Envie os documentos no mesmo dia

Thank you for the emails. Could you please forward me the bank statements that you submitted to the casino? Have you sent the bank statements in the correct format and showing all the transactions the casino asked from you?

Yes, I sent everything correctly as they asked and they even checked it after they sent me the email that my account would be deactivated.

Sim envie tudo correto como eles pediram e até verificaram depois de verificarem tudo, que me enviaram o email que a minha conta vai ficar desativada

you can check the emails we exchanged here

everything was fine

They even checked the portal

while I was waiting for a reply they blocked the account

podes verificar aqui nos email que trocamos

ficou tudo certo

verificaram até no portal

enqua aguardava a resposta bloquearam a conta

I'll send the statements to Ms. Veronica's email address

I've sent everything in as much detail as possible and in the right format.

Vou enviar os extrato no email da senhora Veronica

envei tudo com todos os detalhes possíveis e no formato certo.

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

Hello Sandrasantos,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear NineCasino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Hello!

The account was closed permanently, and the winnings were confiscated due to a breach of our Terms and Conditions.

Clause 12.1 states: "The company has a strict anti-fraud policy and uses various anti-fraud tools and techniques. If the player is suspected of fraudulent activity, including but not limited to: participating in collusion of any kind with other players; fraudulent acts against other online players casinos or payment providers charge back transactions with a credit card, refuse some payments made, create two or more accounts, engage in other types of fraud or become insolvent in their country of residence, the Company reserves the right to terminate this account terminate and suspend all accounts and payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed of the reasons for such actions. The company also reserves the right to notify the relevant regulatory authorities of the player’s fraudulent activities."

Dear Michal,

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

Best regards,

NineCasino

I didn't do anything fraudulent, you don't know how hard I worked to get this amount, how much money I lost in this game, now that I've won you want to steal from me when I was losing well and now that I've won you're complicating and winding people up.

Eu não fiz nada fraudulenta, não sabe o quanto eu ralei para chegar este valor tanto dinheiro que eu perdi neste jogo,agora que eu ganhei vocês querer me roubar quando eu estava a perder de boa e agora que eu ganhei estão a complicar e enrolar as pessoas

They asked for more documents, I sent them all with a lot of sacrifice, and when I finally thought everything was going to be all right, they blocked my account.

Pediram documentos mais documentos, enviei todos com muito sacrifício consigue onde finalmente pensei que ia dar tudo certo me bloquearam a conta isso não se faz isso é crime

Dear NineCasino,

I have replied to your email with further questions.

Hello, Michal!

We have sent you an email with further information.

Kindly review the information at your earliest convenience.

Best regards,

NineCasino

Dear NineCasino,

I have replied with further questions.

Dear Sandrasantos,

I am still in the process of gathering the necessary details. I will be informing you as soon as I will have some updates to share. Your patience is greatly appreciated.

Okay, I hope you sort it out, because this doesn't make sense.

Thank you Michael for your attention.

Ok espero que resolva, porque isto não tem cabimento.

obrigada Michael pela tua atenção.

Dear Michal,

We have sent you a reply. Kindly review it at your earliest convenience.

Best regards,

NineCasino

Dear NineCasino,

I have replied to your email.

Hello, Michal!

We have sent our reply.

Best regards,

NineCasino

Hi Michael, how are you?

I'm still waiting for an answer thanks ☺️

Olá,Michael tudo bem ?

Ainda estou à espera da resposta obrigada ☺️

Dear Sandrasantos,

I apologize for the late reply. I will need more time to investigate, and I will be informing you as soon as I have an update. Thank you for your patience.

Okay thanks I'll be waiting 🙏

i hope you can see what nine casino is doing because that's theft

Ok tá bem obrigada fico aguardando 🙏

espero que conseguem ver o que o nine cassino está a fazer porque isso é roubo

Dear Sandrasantos,

Unfortunately, I regret to inform you that I will be unable to assist you in this case. The evidence I was able to review not only confirmed instances of opposite betting made by you but also showed certain gaming patterns that are typical for players utilizing the opposite betting strategy. The game provider also confirmed these facts.

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.