Hi, I want to raise a complaint regarding the closure of my account with Nine Casino, which was allegedly due to a breach of their terms and conditions. I received an email from their support team stating, "After a thorough investigation of your account, we have determined that there is an involvement of collusion with other players in attempts to abuse our bonus system."

I have played with my own funds and have won using those funds. Therefore, I am uncertain about the nature of the accusation and firmly believe that I have not violated any of their terms and conditions.

Following the request for verification, I provided the necessary documents, including my transaction history and proof of funds. After submitting the required documentation, I received confirmation that my account was verified. However, on the same day, I was informed that my account had been closed.

I have sought clarification from Nine Casino regarding the closure and requested any evidence supporting the claim. Unfortunately, their responses have been unhelpful, as they continue to assert that no further action can be taken.

I kindly request your assistance in resolving this matter. thank you

Dear donovannatalie9,

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

Could you please specify if you accumulated your winnings with or without a bonus?

If you played with a bonus, kindly send me a link or a screenshot of it.

Have you made any successful withdrawals from this casino before?

Have you used any VPN or IP masking software to access the casino website?

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

Thank you for your prompt response.

I would like to confirm that I have accumulated my winnings without any bonuses, using my own funds. I have previously made a successful withdrawal with this casino, and to clarify, I have not used any masking techniques to access the casino website. I hope you'll be able to help me and thanks in advance.

Thank you for your reply. Before we proceed with the investigation, please forward me all the communication between you and the casino regarding the closure of your account and confiscation of your winnings. My email address is [email protected]. Thank you for your cooperation.

Dear donovannatalie9,

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.

Hi, I just sent you an email. I am so sorry for not responding, I havent seen your email until now. Thank you for understanding and helping me

Thank you for your email. Could you please specify what types of games you played? Were they slots, live casino games, or did you bet on sports only?

I played only one slot game and i won there

Thank you very much, donovannatalie9, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello donovannatalie9,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite NineCasino to join the conversation and participate in the resolution of this complaint.

Dear NineCasino,

Can you provide us with more information about the player's supposed involvement in player collusion? Please provide any relevant supporting evidence either here or directly to my email, [email protected].

Kind regards,

Adam

Hello!

Thank you for bringing this matter to our attention.

After a thorough investigation of your account, we have determined that there is an involvement of collision with other players in attempts to abuse our bonus system. As outlined in our Terms and Conditions, such involvement is strictly prohibited:

12.1 The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card, or denial of some payments made creating two or more accounts other types of cheating or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure.

and

3.1. All bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skill, etc.), and one electronic device (computer, mobile phone, tablet, etc.).

3.3. The player is not allowed to abuse the bonus offers. In case of such abuse, the Casino has the right to prohibit the player from receiving any bonuses and to cancel any winnings received using bonus funds, both at the moment of wagering and after it.

As a result, we regret to inform you that your account has been closed effective immediately

Best Regards,

NineCasino Team

Hello NineCasino,

Thank you for your response. Can you please provide supporting evidence of the stated violations? It can be posted here, or sent to me directly via email ([email protected]).

Kind regards,

Adam

Dear Adam,

Thank you for your attention.

Our team is currently working on gathering the requested information, once we are done you will be notified immediately via email.

Thank you for your patience and understanding.

Best Regards,

Nine Casino

Dear Adam,

Thank you for being so patient.

We have sent an email with the requested information and explanations. Please check it and let us know if you have any further questions.

We remain at your disposal.

Best Regards,

Nine Casino

Hello NineCasino,

Thank you for the update, please see my response via email.

Kind regards,

Adam

Hello Adam,

Thank you for your attention.

The requested information was provided, please check our email.

Best Regards,

Nine Casino

Hello donovannatalie9,

This complaint is being discussed further via email, so I will extend the timer accordingly and post as soon as I have an update for you.

Kind regards,

Adam

Dear Adam,

Thank you for your attention.

We have replied to your email, please check it.

Best Regards,

NineCasino

Hello donovannatalie9,

The casino has provided evidence that shows multiple accounts have been accessed using the same device as you use to access your account. Can you clarify how this could be the case? Does anyone share use of your device that may also have an account at this casino?

Kind regards,

Adam

Well, I have a gambling problem, and I started going to meetings where a counselor advised me to log into casinos only when I’m there, so he can help me withdraw my money before I lose it. Most of the time, I would just gamble it away. Honestly, it's easier to stay in control and be more accountable for my money and spending. I'm not sure who else used the device I was on, but it's not unlikely that somebody else did. I’m sorry about that. I know I have an addiction, I only wanted to take care of it and didn’t realize something like that would be a problem.

Hello donovannatalie9,

Thank you for your response, and I am very sorry to hear about your problem. I appreciate you are seeking help already, but please do also refer to our responsible gambling guide (http://www.kpvfaw.com/responsible-gambling-guide). There you can find more information regarding self-exclusion and help with addiction.

You mention that the device used was at a meeting at which you only logged into the casino to make withdrawals, is that correct? I ask because it seems that the same device has been used by all of these accounts, including yours, to claim and play bonuses. Can you please clarify further?

Kind regards,

Adam

Hi,

I have used that device only to take my money out. I haven't used it for claiming bonus or opening my account, i played only on my phone. I am really not sure about other people, but I assume they used that device for withdrawing their money as we were advised to do.

Dear NineCasino,

Please be aware I have contacted you once more via email.

Kind regards,

Adam

Dear Adam,

We have replied to your email, please let us know if you have any further questions.

Best Regards,

NineCasino

Hello donovannatalie9,

We have received further evidence from the casino to support their claims regarding multiple accounts using the same device. Consequently, I am unable to assist you any further with this case and the complaint will now be rejected.

Kind regards,

Adam