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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!