Dear Hljb80,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with NineCasino. Please allow me to ask you a few questions, so I can understand the whole situation completely:   

• What game did you play when you hit the jackpot? 
• When exactly did you receive a successful withdrawal of €15,000 from the casino and when did you notice that the rest of your casino balance disappeared?
• Has the casino initiated an investigation of the issue with the game provider?
• Did you accumulate your winnings with or without an active bonus?  
• Did you pass the verification before requesting withdrawals? 

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,

Natalia

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Hljb80, could you please confirm if your account balance was 0 when it got blocked, or if you had any funds in your account?

Please specify what you mean by a refund of €207. Did you have a pending withdrawal for €207?

If you have more relevant communication between you and the casino, can you please send it to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

No ambito do funcionamento regular da referida conta, tenho direito a uma recompensa semanal de 25€ (cash semanal) e a um crédito mensal de 207€, cuja próxima disponibiliza??o está prevista para o dia 1 de junho.

Thank you very much, Hljb80, for your cooperation. I will now transfer your complaint to my colleague Branislav ([email protected]) 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.

Hello, Hljb80,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear NineCasino Team,

Could you please explain the player's situation in more detail? Why have the user's jackpot winnings been confiscated? Can you provide us with the relevant explanation/statement from the provider?

Feel free to send the necessary details and supporting evidence/documentation to my email address ([email protected]).

If possible and relevant, can you also clarify why the user does not receive any weekly bonuses/rewards anymore and another €207 she won in the "Crash" game, which were confiscated too, as she mentioned?

Thank you.

Prezados,

Agrade?o sinceramente o vosso envolvimento e aten??o.

Confirmo que:

No dia 18/03/2025, desapareceram da minha conta aproximadamente 56.000€ em ganhos, obtidos de forma legítima com saldo real.

A explica??o do NineCasino foi a existência de um "erro técnico do provedor", sem qualquer prova documental apresentada até hoje.

Os 207€ ganhos no jogo Crash também foram confiscados, sem justificativa válida, tal como o bloqueio dos bónus semanais e mensais, que me eram atribuídos regularmente até essa data.

A minha conta foi cancelada sem aviso prévio no dia 22/05/2025, o que me impediu de aceder ao histórico completo das transa??es.

Nunca recebi documenta??o ou explica??es completas por parte do casino ou do alegado provedor (Amigo Gaming). Solicito, portanto, que o NineCasino ou o provedor apresente uma justifica??o técnica clara e transparente.

Mantenho-me à disposi??o para colaborar com a investiga??o e agrade?o novamente ao Casino Guru pela ajuda.

Cumprimentos,

Helena A***** de S***** L*****

Utilizadora: sn*****52

Assunto: Reclama??o NineCasino – Contesta??o da tentativa de encerramento

> Prezados,

Venho, por este meio, informar que n?o aceito a altera??o do estado da minha reclama??o para "Resolvida", uma vez que a situa??o permanece sem qualquer solu??o concreta.

O casino continua a recusar a devolu??o dos ganhos legítimos confiscados, n?o apresentou provas técnicas válidas que justifiquem o confisco, e n?o houve qualquer compensa??o ou acordo mútuo.

Assim, a reclama??o deverá manter-se ativa até que haja uma verdadeira resolu??o com reposi??o dos montantes retidos e esclarecimentos técnicos fundamentados.

Agrade?o o vosso acompanhamento.

Cumprimentos,

Helena A***** S***** L*****

Dear Hljb80,

We would like to inform you that the amount initially credited to your account as a jackpot has been confiscated due to an error originating from our game provider.

We would like to emphasize that we have acted in accordance with our Terms and Conditions, specifically paragraph 11.3, which states:

"The Company does not recognize or accept any liability for damages and/or losses to a player and/or third parties caused directly and/or indirectly due to:

error, misprint, misinterpretation, mishearing, misreading, mistranslation, misspelling, reading failure, transaction error, technical failure, technical risk, registration error, manifest error, cancellation of a game for any reason"), as we have received official confirmation of this error from the provider.

During the investigation process, the funds were not blocked, and you were able to withdraw a portion of the amount, which was later deemed subject to confiscation.

We would also like to remind you that our actions, including the potential closure of your account (Clause 10.3.), are fully consistent with our Terms and Conditions, which all players accept upon registration and continued use of our services.

Dear Branislav,

We will provide you with further information as soon as possible. We apologize for any inconvenience caused by the delay.

Best regards.

NineCasino

> Prezados,

Agrade?o a atualiza??o fornecida pelo NineCasino. No entanto, mantenho o meu desacordo com esta decis?o:

O casino autorizou levantamentos anteriores, validando assim a legitimidade dos ganhos.

Nunca foi apresentada prova técnica concreta do alegado erro.

A cláusula invocada n?o pode ser usada para anular ganhos legítimos de forma unilateral, muito menos após valida??o parcial dos mesmos.

Continuarei a procurar resolu??o junto das entidades reguladoras competentes.

Solicito a continua??o da análise imparcial por parte do Casino Guru.

Dear Branislav,

We have sent an email containing further information. Kindly review it at your earliest convenience.

Best regards,

NineCasino

Prezados,

Vi que o representante do NineCasino mencionou o envio de um e-mail com mais informa??es. No entanto, até ao momento n?o recebi qualquer novo esclarecimento ou proposta concreta para resolver o meu caso.

Refor?o que:

Os ganhos estavam creditados e visíveis na minha conta de forma legítima;

Fui autorizada a levantar parte desse valor sem qualquer bloqueio;

A justifica??o com base num "erro do provedor" é vaga e sem provas técnicas;

As cláusulas do contrato n?o devem ser interpretadas de forma abusiva.

Agrade?o que o Casino Guru continue a acompanhar o caso com imparcialidade e transparência. Continuo a considerar que os meus direitos foram violados.

Com os melhores cumprimentos,

Helena A***** S***** L*****

Greetings all,

Thank you for your replies, and I am sorry for the delay.

Dear NineCasino Team,

Thank you for your email and the additional details.

Can you please look at my last email regarding the matter and provide the requested?

Thank you.

Dear Branislav,

We have sent you an email with additional information. Please review it at your earliest convenience.

Best regards,

NineCasino

Agrade?o a atualiza??o. Continuo a acompanhar de perto o processo e mantenho total disponibilidade para colaborar com qualquer esclarecimento adicional. Aguardarei a próxima comunica??o por parte da equipe do Casino Guru.

Greetings all,

Thank you for your email and the additional details, NineCasino Team. I replied to it a while ago.

Can you please look at my additional questions/requests?

Thank you.