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Dear patiitrawa007,

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 confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Did you play casino games or bet on sports?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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,

Dominika

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 patiitrawa007, has the casino provided a reason for the closure of your account and the confiscation of your funds?

Did you let anyone else access your account?

Did you make deposits using a payment method registered in your name?

Did you use a VPN?

Dear patiitrawa007, kindly provide evidence that you have not received the funds from the casino.

Thank you very much, patiitrawa007, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 patiitrawa007,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite NineCasino representative to join this conversation.

Dear NineCasino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello!

Thank you for bringing this matter to our attention.

After a thorough review of the player's account, we regret to inform you that the account has been permanently closed due to fraudulent activity.

As outlined in our strict anti-fraud policy, we utilize various tools and techniques to detect fraudulent actions. If a player is suspected of engaging in fraudulent activities, such as participating in collusion with other players, committing fraudulent acts against other casinos or payment providers, initiating chargeback transactions with a credit card, refusing payments, creating multiple accounts, or engaging in other fraudulent behavior, the Company reserves the right to terminate the account and suspend all payouts. This decision is made at the sole discretion of the Company, and the player will not be notified of the reasons for such actions. Additionally, we reserve the right to report any fraudulent activities to the relevant regulatory authorities.

As a result, the player's deposit of 100 PLN will be refunded via the same channel using a reversal operation.

We appreciate your understanding and cooperation.

Best Regards,

NineCasino

Dear NineCasino,

Could you please specify, which of the fraudulent actions the player engaged in?

Thank you.

Dear Mirka,

Thank you for responding.

We have sent you an email with further information regarding the matter, please check it.

Let us know if you have any further information.

Best Regards,

NineCasino

Dear Mirka,

Did you receive the email from us? We are asking because the status was changed and it's waiting fo our reply.

Best Regards,

NineCasino

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Mirka,

We are sorry for the delayed reply.

We provided further information to your email, please check it.

Best Regards,

NineCasino

Dear patiitrawa007,

Could you please answer these questions?

• Does your husband have an account in this casino? Do you play together?
• Have you only participated in sports betting, or did you also play casino games?

Thank you.

(Feel free to reply in your native language, our system automatically translates messages in foreign languages to English.)

Dear patiitrawa007,

I contacted casino outside of this thread regarding further evidence. I will inform you, if there are any updates.

Hello,

Thank you for your patiance and cooperation.

We have decided to refund the player's winnings and keep the account closed. patiitrawa007, please provide us with the requested information sent to your email so we can start the refund process.

We are looking forward to your reply.

Best Regards,

NineCasino

Dear patiitrawa007,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru