I write to you in this moment of distress and despair to report an alarming situation that I have been facing with Nine Casino. I firmly believe that your intervention is vital to guarantee a fair and satisfactory solution to this problem, which jeopardizes my rights and honestly earned gains.

Allow me to introduce myself: I'm Carlos *****, a registered player at Nine Casino with the email address car*****@gmail.com .

My account was duly verified, using my official identification document issued by the Portuguese Republic. This process was accepted by the casino as proof of the authenticity of my account. I want to point out that there is no other account associated with my name or documents.

The situation I come here to expose is the following:

1.Context of Multiple Registrations with the Same IP: Due to the fact that I share the same IP address with seven other people who live in the same house, it is possible that other registrations were made on the Nine Casino website from the same IP. However, I want to categorically state that no other account has been verified using my official ID or linked to my mobile number. In addition, it is guaranteed that no deposit has been made using my payment methods.

2.Survey and Unsubstantiated Claims: I am currently in a distressing situation, as an amount of 1500 euros, referring to my legitimate earnings, has disappeared without foundation. Despite my attempts to contact them, the casino still has not completed the withdrawal process and has not released my funds. I demand the immediate release of my honestly earned gains.

3.Lack of Proper Response: I am deeply dissatisfied with the inadequate and time consuming response from Nine Casino. I feel that my situation is not being treated with the level of seriousness and transparency that it deserves.

4. Commitment to Appeal to the Competent Authorities: I undertake to appeal to the competent regulatory authorities if this situation is not resolved quickly and fairly. I am willing to take legal action, if necessary, to safeguard my rights and ensure a fair resolution of this matter.

It should be noted that I did not use any bonuses, nor did I make any fraudulent withdrawals. My earnings were obtained through legitimate and fair practices.

I hope you will take my situation seriously and intervene to ensure a proper resolution. I look forward to your response and thank you in advance for your attention and assistance.

Yours sincerely,

Carlos ******

Email: car*****@gmail.com

Escrevo-vos neste momento de afli??o e desespero para relatar uma situa??o alarmante que venho enfrentando com o Nine Casino. Acredito firmemente que a vossa interven??o é vital para garantir uma solu??o justa e satisfatória a este problema que coloca em risco os meus direitos e ganhos honestamente obtidos.

Permitam-me apresentar-me: sou Carlos *****, um jogador registado no Nine Casino com o endere?o de email car*****@gmail.com.

A minha conta foi devidamente verificada, tendo utilizado o meu documento oficial de identifica??o emitido pela República Portuguesa. Esse processo foi aceite pelo casino como prova da autenticidade da minha conta. Quero destacar que n?o há qualquer outra conta associada ao meu nome ou documentos.

A situa??o que venho aqui expor é a seguinte:

1.Contexto de Múltiplos Registos com o Mesmo IP: Devido ao facto de partilhar o mesmo endere?o IP com outras sete pessoas que residem na mesma habita??o, é possível que tenham sido efetuados outros registos no site do Nine Casino a partir do mesmo IP. No entanto, quero afirmar categoricamente que nenhuma outra conta foi verificada utilizando o meu documento de identifica??o oficial ou associada ao meu número de telemóvel. Além disso, garantidamente n?o foi realizado qualquer depósito utilizando os meus meios de pagamento.

2.Levantamento e Alega??es Infundadas: Estou atualmente numa situa??o angustiante, visto que um montante de 1500 euros, referente aos meus ganhos legítimos, desapareceu sem fundamento. Apesar das minhas tentativas de contacto, o casino ainda n?o completou o processo de levantamento e n?o libertou os meus fundos. Exijo a liberta??o imediata dos meus ganhos honestamente conquistados.

3.Falta de Resposta Adequada: Estou profundamente insatisfeito com a resposta inadequada e demorada por parte do Nine Casino. Sinto que a minha situa??o n?o está a ser tratada com o nível de seriedade e transparência que merece.

4.Compromisso de Recorrer às Autoridades Competentes: Comprometo-me a recorrer às entidades reguladoras competentes se esta situa??o n?o for resolvida de forma célere e justa. Estou disposto a tomar medidas legais, se necessário, para salvaguardar os meus direitos e assegurar uma resolu??o justa deste problema.

Importa real?ar que n?o utilizei qualquer bónus, nem efetuei quaisquer levantamentos fraudulentos. Os meus ganhos foram obtidos através de práticas legítimas e justas.

Espero que considerem com seriedade a minha situa??o e intervenham para garantir uma resolu??o adequada. Aguardo com expectativa a vossa resposta e agrade?o antecipadamente pela vossa aten??o e assistência.

Atenciosamente,

Carlos ******

Email: car*****@gmail.com

Dear Straca97,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked and how did the casino inform you?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)

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 Straca97,

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.

Could you please advise how long you have been a casino player and when exactly your account was blocked?

3 weeks

How did you find out about your account being blocked and how did the casino inform you?

at the time of canceling my withdrawal request and by email

What games did you play to build up your current casino balance? (slots, live games, multiplayer)

Slots

Você poderia informar há quanto tempo você é jogador do cassino e quando exatamente sua conta foi bloqueada?

3 Semanas

Como você soube do bloqueio de sua conta e como o cassino o informou?

no momento do cancelamento do meu pedido de levantamento e por email

Que jogos você jogou para acumular seu saldo atual no cassino? (slots, jogos ao vivo, multijogador)

Slots

Could you please send me the email you received from the casino, please?

My email is [email protected]

I'll await your reply.

Dear Straca97,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.