Nine Win Casino - アカウントのセキュリティ問題により、プレイヤーの賞金の受け取りが遅れています。

I won over 500,000 half was paid then they advised the other money had been played , they advised someone had logged in using password and 2FA wich is impossoble. I asked for audit logs (they wouldn't provide) I am currently working with a lawyer in curacao who is going through our emails etc. The bottom line is the site are responsible for the money until they let me withdraw , IF an unauthorised session took place and the money lost when password or 2fa had not been used - they are responsible.

Dear ALAZ,

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

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

• Could you please share any evidence supporting your claims?
• Could you please explain when did the incident take place?
• Share more information regarding the timeline of events and your communication with the casino regarding the issue with me at 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

Dear ALAZ,

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.

Good Afternoon,

Apologies for the delay - I have emailed you the timeline.

Regards,

Alex

Thanks for your patience.

Let me cite from the document you provided:

The casino claims that:

During the new sessions starting from the 2024-10-15 02:43:06 UTC + 0 and over the time the balance was gambled away (until your login on 2024-10-16 10:55:15 UTC + 0) only one IP address was used to access the account;

This IP address belongs to you as you confirm the session opened on 2024-09-16 21:38:41 UTC +0 with your Iphone from the same IP address;

The gambling pattern during these sessions is extremely similar to what we can see in your account before the alleged takeover.

Have you received the IP log from this period from the casino?

Were the games played during this period those you were usually playing?

Thanks in advance for your reply.

No they have refused to provide the logs after multiple requests. They eventually (after changing multiple times) advised that someone accessed this from an old device (this hadn't accessed the site for OVER 6 months) this would have been also, AFTER the password had been changed and 2FA added to the account. At the time they say the account was accessed the ONLY phone (The IPHONE) with the 2FA generator/ access to the account was in a different country! (This IP address belongs to you as you confirm the session opened on 2024-09-16 21:38:41 UTC +0 with your iPhone from the same IP address). By there own admission no one would have been able to access without the relevant password OR the 2FA code. In this instance if someone HAS it is a security flaw on there part as aforementioned the only phone that can generate this code was abroad & I can assure you it was not transmitted in any way

It is impossible 2FA and password were used IF the account was even accessed at all.

As for the pattern I would not know - they asked me to clear all cookies etc then blocked account while they investigated , I have not accessed since as they have made it require a password change and I do not want to jeopardise my case if this were to alter some level of audit log forensic information I may need to rely on. But historically I played "top trending games". As outlined to them when they said this I am sure they are "Top trending" for a reason.

Again the Curacao based legal representative has advised they are operating with a unknown legal entity I have requested this information as well as licence information from them also and they have refused to give it to me.

Further to this it is important to note - they had been advised on numerous occasions as they were trying to get me to return and spend the balance (I have provided you the messages & texts) that this account WOULD NOT be used until the full amount had been withdrawn so to stop texting me. I find it highly irregular after telling them this the balance *(after 6 months) is lost in a session but they refuse to provide information on the log in audit to prove a password and 2FA were used.

Thank you very much, ALAZ, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.

Dear ALAZ,

I'm sorry to hear about your account troubles. Resolving account security issues can be challenging, but we will do our best to assist you.

To gather more information, I'd like to invite a casino representative to participate in this case.

In the meantime, ALAZ, please create a timeline of the events that occurred.

Also, please confirm that when your friend set a password and your fiancé enabled 2FA, you were unable to access the account independently (requiring their cooperation).

Hello!

We want to assure you that your account has been secured to the highest standard on our end. No signs of hacking activity or unusual logins have been detected.

For your peace of mind, we recommend that you change your game account password. Once updated, your account will be reopened.

Additionally, please keep in mind that according to our Terms and Conditions:

"It is your exclusive responsibility to ensure that your login details are kept securely. You must not disclose your login details to anyone. The Casino is not responsible for any abuse of your account by third parties due to your disclosure, whether intentional or accidental, whether active or passive, of your login details to any third party."

Best regards,

Nine Win Casino

Dear casino representative,

Could you please confirm that?: (during the mentioned time period)

1. All access to the casino was from the same IP address.
2. All access from the casino was from the same device.
3. All access to the casino was with 2FA.

Thanks.