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Good evening Casino Guru,

I need your help. I created an account for the first time at NineCasino; I made many deposits but never a withdrawal. Today, when logging into my account, I saw that my account was suspended. I tried to contact support via chat, and they told me that I would be informed by email about the reason and that they couldn't tell me via chat.

I was supposed to receive my cashback of almost €400, and now I'm blocked from accessing my account.

Please help me resolve this, as they suspended my account without reason. I demand a refund of all my deposits. I will file a criminal complaint.

Boa noite Casino Guru,

Preciso da vossa ajuda. Criei conta pela primeira vez no ninecasino, fiz muitos depósitos sem nunca ter um levantamento. Hoje ao entrar na minha conta vejo que a minha conta foi suspensa. Tento entrar em contacto com o chat o qual me dizem que vou ser informada por e-mail sobre o motivo, e que não podem dizer pelo chat.

ia ter direito ao meu cashback de quase 400€, e agora sou impedida de entrar na minha conta.

Ajudem-me a resolver, porque suspenderam a minha conta sem motivo. Exijo a devolução de todos os meus depósitos. Vou apresentar uma queixa crime.

Dear Mmll,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your NineCasino account.

To better understand your situation and assist you effectively, could you please clarify the following details:

• How much was your active balance on the account at the time it was suspended?
• Could you explain what the disputed amount of €3,500 represents? For example, does this include deposits, potential winnings, or other funds?
• Have you received any email from the casino explaining the reason for the account suspension? If yes, could you share the details with us?
• Do you have screenshots, emails, or other documentation related to your cashback entitlement or communication with the casino’s support team?

If you have any additional details or relevant documents, please forward them to petronela.k@casino.guru so that we can thoroughly investigate your case.

Your cooperation is essential for us to proceed with the case and work toward resolving the issue. Without your input and the necessary details, we will not be able to mediate effectively on your behalf.

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,

Petronela

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

What was the active balance on your account at the time it was suspended?

• I didn't have a balance, I was going to get my cashback of almost €400.

Could you explain what the disputed amount of €3,500 represents? For example, does it include deposits, potential winnings or other funds?

• It represents the amounts of the deposits I made, which I'm demanding the casino return because they closed my account for no reason and won't explain it to me.

Did you receive an email from the casino explaining the reason for the account suspension? If so, could you share the details with us?

• I sent it by e-mail.

I look forward to your help please.

Qual era o saldo ativo da sua conta no momento em que ela foi suspensa?

• Nao tinha saldo, ia ter direito ao meu cashback de quase 400€.

Você poderia explicar o que o valor disputado de € 3.500 representa? Por exemplo, isso inclui depósitos, ganhos potenciais ou outros fundos?

• representa os valores dos depósitos que fiz, que exijo que o casino devolva pois encerrou a minha conta sem motivo e não me explicam.

Você recebeu algum e-mail do cassino explicando o motivo da suspensão da conta? Se sim, você poderia compartilhar os detalhes conosco?

• enviei por e-mail.

aguardo a vossa ajuda por favor.

Dear Mmll,

Thank you for your detailed response. I understand how disappointing this situation must be for you, and I truly sympathize with your frustration.

After carefully reviewing the casino’s terms and conditions, I’d like to provide some clarification. According to the rules outlined here, cashback bonuses require a 1x wagering before any winnings can be withdrawn. Since your account is now closed, it would not have been possible to fulfill these wagering requirements.

Additionally, the casino’s terms grant them the right to close player accounts at their discretion, as long as there is no active balance to be paid to the player. Cashback bonuses are considered non-withdrawable funds until wagering requirements are met, and therefore they do not qualify as real money. This means the casino can revoke bonuses upon account closure.

Based on these factors, we find the casino’s terms acceptable and reasonable in this case, and therefore, we must respectfully reject your complaint.

If you have any further questions or come across new evidence, please don’t hesitate to contact us. I appreciate your understanding and hope you’ll allow us to assist you in the future if needed.

Kind regards,

Petronela

Casino.Guru