Dear Dhajay,

Thank you very much for submitting your complaint. Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days on average, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Would you be so kind as to clarify when exactly you noticed that you no longer had access to your account?

If there is any other relevant communication between you and the casino, please forward it to [email protected], or alternatively, post it here.

If there’s no development by then, we will intervene. I wish I?could be of more help. Thank you in advance for your patience.

Best regards,

Kristina

Dear Kristina

I know that many casinos do take security check after accumulate winnings. And as you mentioned that it can take upto 14 days or it depends on Casinos.

But here when i communicate with 9winz everytime they says there is not time frame for it to resolved it. And as you asked me i had last accessed my account before 15-16 days.

I am keep communicating with them everyday on customer support. They only says be patient but no time frame. Tell me if your 24,000 would be on hold how a person can be patient.

Tell me one thing why casinos do not go for security check if client lose money. Why didn't they check that why this client lose money. It is only security check for winnings only.

Do help me for this account to retrieve.

It is very much important for me.

Thank you very much Dhajay for your reply. Would you be so kind and forward me any relevant communication between you and the casino to [email protected]?

Dear Dhajay,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear Kristina

As of now i am keep asking them everyday regarding my account but they are saying same thing that your account is under security check and once it will be over you can access your account.

When i ask them time frame then they generously reply there is no time frame for this one. As i said them that already today is 18th day. So they says there is no time frame but when it will be over you will be notified by email.

That is what i am getting from them everyday.

I am bit furstrated investing money on this casino. I do not know why they have kept my account for security reason. I had not win a big amount of winning. Even my account is verified and provided all documents which they already want. Still i do not know what they want to know with my account.

Even national security do not take so much time to check a person's security.

This is a matter of money. There is my hard earned money 24,000 there. If you even you guys cannot help me then people should not believe on CASINOS and even on CASINO GURUS as well. All Casino's are same and liers.

Waiting for your reply.

Dhajay S***

Thank you very much Dhajay for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Dhajay,

I looked at your complaint and will do my best to help you. I would like to invite 9winz Casino into this conversation. Casino, can you please specify why did you block the player’s account?

We would like to ask the 9winz 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’.

Hello Sir,

The account is blocked by the security department according to our "General Terms and Conditions" paragraph 2.1.7. Kindly refer to the terms and conditions for more information to know why your account is blocked.

2.1.7 You must enter all mandatory information requested into Your registration form, in particular, Your age, Your identity, Your address and contact details, including a valid e-mail address, valid mobile phone number and Your place of residence, Your place from where You intend to access the Website, if other than Your place of residence, relevant payment information, all of which must be true and correct. Note that you must be 18 years of age or older, or such higher minimum legal age as stipulated in the laws of jurisdiction applicable to You and, under the laws applicable to You, You are allowed to participate in the Games offered on the Website. It is Your sole responsibility to ensure that the information You provide is true, complete and correct and You hereby represent and warrant to 9winz that the information provided is true, complete and correct.

You are hereby notified that 9winz carries out verification procedures, whether itself or through third parties on depositing customers. You may be requested to provide 9winz with documents at the deposit stage and/or the withdrawal stage (or both) or at any other stage at the sole discretion of 9winz, such as a copy of Your passport or other identification documentation as part of the 9winz KYC procedures. 9winz may also request any documentation previously provided which would have later on expired or would no longer be valid for any reason, or to request any additional KYC documentation for any reason and at any time. Your Member Account may be blocked or closed if You do not provide requested information or documents or if such information or documents you provide is/are found false or misleading. 9winz reserve the right to close Your Member Account and withhold any funds held in Your Member Account until the 9winz verification process is complete. If on completion of 9winz' verification checks, You are shown to be underage:

1.9winz will return all deposits to You and no winnings will be paid;

2.All transactions made whilst you were underage will be made void, and all related funds deposited by You will be returned by the payment method used for the deposit of such funds, wherever practicable; and

3.Your Member Account will be closed.

This is the General terms and coditions para number 2.1.7

Now please tell me on which clause i have not fulfilled 9winz. I have send all my documents which they want even my selfi with adhar card, my bank statement. Everything is there. They why and what is reason to block my account?

Hello Sir,

Kindly refer to the terms and conditions 2.6.3 9winz reserves the right to close Your Member Account and to refund to You the "Available to withdraw" balance, subject to the deduction of relevant withdrawal charges, at 9winz’s absolute discretion and without any obligation to state a reason or give prior notice.

Then why dont you give me my money back. 9winz only have problem when client wins big. They dont have any problem when client lose big. They only concern when player wins big.

They dont agree that player can win such big amount.

Hello Sir,

Kindly have patience as we have taken your query to our experts.

I have patience and that is why i am keep asking everyday since last 21 days. Security check does not run for 21 days. I think this is one type of harassments to client like me. If you let me play properly it is profitable for 9winz also. I am depositing money and then earning money. Not taking any free money from me.

It is my money which i am risking on Casino to play and then only i earn. If i lose money then 9winz does not have any care. But they keep checking when client win only.

Hello, Sir

Our security department has declined to give you the funds from your account.

I know that is gone happened. I know when client win big such casinos do this. This type of casinos only for eating money of clients. I know why they do this.

This is for making their losses which they have. Keep eating clients money.

Provide me valid reason why you not going to give me money after providing all documents which you want.

Hello Sir

you agreed with T&C when registering on the site 9winz. clause 2.6.3 says that we can close the account without explaining the reasons.

Dear 9winz Casino,

according to your rule "2.6.3 9winz reserves the right to close Your Member Account and to refund to You the "Available to withdraw" balance, subject to the deduction of relevant withdrawal charges, at 9winz’s absolute discretion and without any obligation to state a reason or give prior notice" you should refund player's balance.

I would like to ask you for evidence and a detailed explanation of why did you close the player's account and didn't refund his money. Please, send it to my email: [email protected]

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.