B9Casino - Выигрыш игрока конфискуется, а аккаунт закрывается.

Hi

b9casino has cheated on me and stole my winnings.

I made my first deposit of 3000SGD and after I won they processed first withdrawal of 4860SGD without any issues.

After that I made 2 deposits of 600SGD and 1800SGD and I lost them both.

From my last deposit of 1000SGD I won 1840SGD. I made withdrawal request of that amount but b9casino rejected this request.

I contacted live support there is transcript:

Hi

2026-07-23 07:37:41  USDT  1,840.00   Rejected

Current agent's avatar

May I have a copy of your deposit receipt for further checking this for you sir? 😇

this is withdrawal

Current agent's avatar

Alright sir, please hold on the line for around 5 minutes while I look into this for you. Thank you for your patience 💖

Dear Customer,

Here are the final decisions by B9 Casino Management.

We regret to inform you that you are under blacklisted by B9 Casino due to your account "zchxak32" activity are violating the general rules of gaming.

We will proceed to refund your last deposit of SGD 1000 and permanently terminate the account from now.

To proceed with the refund, you are required to submit a withdrawal request via your account for the exact amount as stated above.

Effective Date: 23/07/2026

Gentle Reminder:

If we figure out there's another new account that has the same activities we will proceed to blacklist the account and forfeit all the funds from the account without any notice.

If you wish to follow up on the status of your withdrawal status, please contact us via email at [email protected].

Best Regards

B9 Casino Management.

Why do you refund only my deposit?

I deposited to your casino much more

you are stealing now

Current agent's avatar

We regret to inform you that you are under blacklisted by B9 Casino due to your account "zchxak32" activity are violating the general rules of gaming.

You may withdraw your SGD 1000 later ya

what did I do exactly wrong?

what rule did I violate??

Read

Current agent's avatar

Claire 18:06

Please note that this decision is final. Any further inquiries regarding the account closure or blacklist decision will not be addressed via Live Chat. For refund or withdrawal-related updates only, kindly contact us via email at [email protected].

Chat closed.

They void all my winnings citing that I violated their rules but when I asked what did I do wrong, they closed chat immediately. This is very rude behavior. I completely don't understand that situation, I didn't do anything illegal but they decided to scam me.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play with your last deposit, before your account was blocked? Were they slots, live casino games, or sports betting?
• Did you accumulate these winnings with or without a bonus?
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?

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

Hi Veronika

I played casino games and sports betting, I did not use any bonus. My account was fully verified with ID document.

Hello 3zchxak3,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 3zchxak3

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear 3zchxak3,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from B9Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear B9Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel