Nine Casino - Учетная запись игрока закрыта, а средства конфискованы.

I am filing a complaint against Nine Casino. My account was recently closed per an "administrative decision" without any prior notice or specific reason provided. Furthermore, the casino confiscated my funds, citing a general T&C clause that allows them to close accounts at their discretion.

I consider the confiscation of my funds without providing any proof of wrongdoing to be an unfair practice. I contacted their support requesting the exact evidence for the closure and the return of my balance, but I only received a generic template response refusing my request and stating that deposited amounts cannot be refunded.

I have not breached any terms that would justify the theft of my funds. I am asking for your assistance in recovering my money, as the casino refuses to cooperate, provide transparency, or direct me to an independent ADR service.

Thank you for your help.

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Dear AccountFromPL,

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 accumulate your winnings with or without an active bonus?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hi Attila, thanks for your reply.

Answering your questions:

• I played only slots.
• Yes, I passed the verification. In this casino, it is requested immediately after trying to make a withdrawal.
• I was using some bonuses, but I finished or cancelled them before making the withdrawal request.
• No, I didn't use a VPN or any IP-masking software.

Dear AccountFromPL,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshot here.

Thank you for your patience and cooperation.

Dear AccountFromPL,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru