NineCasino - プレイヤーのアカウントは説明なしに閉鎖されました。

I am a regular player at nine casino since many years. Everything was fine till I manage to win more than 800 euro. I tried to withdraw via bank transfer and it always was declined. After asking to verify my cards that I have used to deposit and everything went well. My cards where verified. After it without any reason they asked me to verify my ID again. I could not verify it online as there is not anymore my country I sent them via email. First they asked for a selfie without ID because I have sent a selfie with ID. I sent again my ID and my selfie without ID. They told me to upload them online. I explain that I cant upload them online and I am sending them via mail because the online support told me this. After it I just got an email that my account was closed. I see here that this is a practice of nine casino to not pay any cashout. They did not give any explanation whey they closed my account and what happen to the founds I had in my account. I had there 800 Euro. I still dont know what will happen with the founds I had in my account. It lloks like they want cash out money anymore. Maybe they cashout 50-100 euro. Be carefull guys with this casino. Safety for players is first thing in online casinos. They just want your money, when is time to cashout than everything become difficult or let say impossible. If they want to close my account than welcome but why to keep the fou ds I played with cash. I have lost there the last 3-4 months and have been regular depositor. Now they told me they will contact via email, coz I still dont have any explanation.

Dear Klajdi83,

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 how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Petronela,

I have registered at ninecasino in July 2021. I have verified it since that time. Have been depositing and withdrawing without problems till now.

I have been playing only slots.

I manage to win most of money in sugar rush 1000 where I got 52 free spins, and Mental from NoLimit. I was playing cash without any bonus.

I will share with you all communication I have with the casino.

Hi Klajdi83,

Thank you so much for sharing all the relevant communication with me. I truly appreciate the time and effort you’ve taken to provide these details.

I understand how frustrating it must be to encounter this issue, especially after being able to use your account for so long. From what I’ve gathered, the casino has cited Albania as a restricted country, and when I attempted to create an account from an Albanian IP address, I was indeed blocked during the registration process.

Could you please help me understand a bit more about your experience?

• When you registered your account back in 2021, did you encounter any restrictions or warnings about Albania being a restricted country?
• Have you previously made successful withdrawals without any issues? If so, could you share how the process went?
• Have the casino’s terms or policies regarding restricted countries changed since you created your account?

These details will be very helpful in understanding your case better and determining how we can assist you further.

I truly hope we can work towards resolving this for you. Please don’t hesitate to share anything else you feel might be relevant.

Thank you in advance.

Deae Petronela,

When I registered my account I did not have any problem. I verified it and start playing. I did not receive any waring regarding my country restriction.

I have been depositing and withdrawing without any delay till this time. Sometime I was asked for extra verification but always they have paid after verification.

I am not sure when they change the terms and conditiona regarding Albania coz I did not receive any warnings or news about this change. I have been depositing with my Albanian Credit and Debit Card without any problem. They even verified my Albanian Cards few weeks ago. The problem started when they asked to verify again my ID and they push to verify it online where I can not do anymore as country is not listed anymore.

As you know from last emails they reopen my account to cash out the founds and than close the account but they keep asking for online verification of my ID. I explain to them again that I cant do it anymore online so for me to be able to withdraw or they have to remove the online id verification or they have to send the founds manually. I am still waiting from their relevant department to have an answare.

My questions to ninecasino is: Why they accept deposits from a restricted country. It should be restricted also for deposits.

I will let you know if I get an response from them how to withdraw now.

Here follow my first verification

Thank you very much, Klajdi83, for providing all the necessary information. I will now transfer your complaint to my colleague, Katarina (katarina.d@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Klajdi83, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite NineCasino representative to join this conversation. 

Dear NineCasino, could you please provide more information about this case? 

Looking forward to your reply.

Hello!

Thank you for bringing this matter to our attention. We are happy to work toward resolving this matter for the good of both parties.

We can confirm that the player was able to access his account and create a withdrawal request on 2024-12-30 at 06:50:02 UTC which is currently being processed by our team, once the withdrawal is successful the account will be closed per administrative decision.

Thank you for your patience and understanding. Let us know if you have any further questions.

Best Regards,

NineCasino

Dear NineCasino, 

thank you for your prompt response.

Dear Klajdi83, 

could you please advise if you have received the payment?

Dear Catarina, I have tried to withdraw twice via bank transfer but it have been canceled for misterious technical problems.

Dear NineCasino my country is in SEPA (Single Euro Payment Area). The albanian bank accounts can send and receive money like an EU country. Can you tell me what is the trchnical problem you are having when you send the money? I am asking it via mail but never getting an answare.

I can not use an alternative method coz I dont use anymore Neteller and Skrill since many years and I already send you a prove of it.

You have removed Jeton or MiFinity from my account as a payment methods.

I tried to withdraw via crypto but you told me is not possible even I deposited via crypto after suggestion of your support online.

I tried also the bank account of mh Payer that is situated in Dublin. You decline also that for technical reason.

Can you tell me how should I withdraw with an alternative method when I do not have any possibility for an alternative method?

Dear Klajdi83, 

thanks for the update.

Dear NineCasino, 

could you please answer Klajdi83's questions?

Dear NineCasino,

I have Jeton or Mifinity. You should add this alternative method into my account to be able to withdraw. I am asking this also via online support and via emails but till now no answare.

With alternative Methods I already have, I want be able to withdraw.

Hello!

Thank you for bringing this under our attention.

We have notified our dedicated team and once they provide us with a solution, we will notify you immediately.

Thank you for your patience and understanding.

Best Regards,

NineCasino

Dear Klajdi83,

Thank you for your patience.

We have decided to refund the funds manually so this can be resolved as soon as possible. Can you please check your emails and provide the requested information?

We are looking forward to hearing from you.

Best Regrads,

NineCasino

Dear NineCasino,

I provided evrything you asked for a manual tranfer, went through more verifications like bank adress but it was cancelled again.

Can you please refund me in MiFinity or Jeton?

You have paid me before with this alternative method.

Let me know how we will do.

Hello Klajdi83,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear NineCasino,

could you please provide an update regarding the payment of Klajdi83's winnings? Is there any additional information or assistance required from the player?

Dear all,

On Wed, Jan 15, 2025, at 10:11 PM (UTC), the player provide further information for the bank account to which the refund will be sent, our team is currently working on processing the refund to the new bank account. Once they are done we will update you immediately.

Thank you for being so patient and cooperative. Let us know if you have any other questions in the meantime.

Best Regards,

NineCasino

Dear NineCasino,

thank you for the message. I will now await any further updates.

Dear all,

Thank you for being so patient while we are processing the refund.

We are pleased to inform you that your refund was successfully processed on our end. The funds must be credited within 5 working days.

If you have any other question, don't hesitate to contact us.

Best Regards,

NineCasino

Finally I got paid. It took almost 2 months and many hours in online chat, email support with ninecasino. Going though verification after verification

And I am really thenkfull to your support Guru. Without you I think it would have take an eternity to finalise.

Dear NineCasino, you can now close my account.

Dear Klajdi83,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru