NineCasino - La cuenta del jugador ha sido cerrada.

Hello!

I tried to log into nine casino and suddenly it says that my account is deactivated.

I haven't done anything and I've been with them for a long time.

I contacted the chat support, and they told me they can't say anything about it and that the decision is final. What is this all about?

Hallo!

Ich wollte mich bei nine casino einloggen und aufeinmal steht da ihr Konto ist deaktiviert.

Ich habe nichts getan und bin schon lange dort.

Ich habe mich an den Chat gewandt, diese haben mir geschrieben sie können nichts dazu sagen diese Entscheidung ist endgültig. Was soll das bitte?

Dear GANJA37,

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.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you have any remaining balance in your casino account before it was closed?

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,

Kristina

Good day again!

I should get cashback, which I get every time but I have no idea how much it will be.

I have been verified for a long time and have deposited and withdrawn several times without any problems.

I think it's a disgrace to simply deactivate the account without any reason or information.

Best regards

Guten Tag nochmals!

Ich sollte Cashback erhalten das bekomme ich jedes Mal aber keinen Ahnung wieviel das sein wird.

Ich bin schon lange verifiziert, habe öfters ein und ausgezahlt ohne Probleme.

Einfach das Konto zu deaktivieren ohne jeglichen Grund oder Auskunft finde ich eine Frechheit.

Mit freundlichen Grüßen

Thank you for your reply, GANJA37. Please understand, that we can’t penalize the casino for closing your account. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all. 

If the casino paid out all the winnings and/or no active real money balance has been withheld, I’m afraid, there’s not much we can do for you. 

Thank you for your reply.

Dear GANJA37,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.