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suspended account

Dear Jegouz8,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with NineCasino. I’m afraid, I will need more information regarding your problem. Please could you elaborate? I will be waiting for your reply patiently.

Best regards,

Nick

Hello, 

So I opened a NINECASINO account a week ago for EURO2024, and I made a first deposit of €1000 for €500 in free betting bonus. I then managed to go up to €3467.5 and when it came time to withdraw my money, I had to verify things, KYC, payment method... So I sent everything and my payment method was refused many times before they accepted me, now the account is FULLY verified, KYC, verification, email, phone, 2FA, I did everything carefully, and once my account was finally verified, despite the emails and messages to support without relevant answers, my account remains suspended. 

I would like you to contact the casino so that they can lift this suspension for I can play and withdraw again, I know that NINECASINO is safe!!

Dear Jegouz8,

Please forward the communication between you and the casino to nikolas.b@casino.guru.

I sent the email to nikolas.b@casino.guru containing the attachments of my conversation with the casino, I am sending them to you here too. The email conversation is in French.

J'ai envoyé le mail à nikolas.b@casino.guru contenant les pièces jointes de ma conversation avec le casino, je vous les transmets ici aussi. La conversation par mail est en français.

Thank you Jegouz8 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Please keep in mind that we can help you only if the case is related to the verification. If the casino blocked your account due a sports betting issue, we will be forced to close the complaint.

Best regards,

Nick

Hello Jegouz8,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite NineCasino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hello, dear all!

Dear Jegouz8, thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.

We are pleased to inform you that your account has been already unsuspended, and your winnings were paid.

If you have any other question, feel free to reach out to us.

Best regards,

NineCasino Team.

Dear Jegouz8, could you please confirm once you have received the payment?

Dear Jegouz8,

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.

Unfortunately, the player has not responded to our messages and questions. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint. The player can reopen this complaint at any time.