NineCasino - Das Guthaben des Spielers wurde ungültig.

I WANT TO REPORT ABOUT A PERVERSE BONUS SYSTEM. A WEEK AGO I DEPOSITED 300 EUR. THIS CASINO GAVE ME A 30% BONUS AND CREDITED ME 94 EUR. AFTER A FEW DAYS OF PLAYING MY BALANCE STAYED AT 290 EUR, ONE DAY I ENTERED AND I HAD NO MORE BALANCE. WHEN I CLAIM THE EXCUSES STARTED. ALLUDING SOME TERMS AND CONDITIONS (WHICH DO NOT TALK ABOUT THIS) THEY TOLD ME THAT THE BONUS LASTS FOR A TIME AND THAT IT IS "STICKY", "DRAG YOUR BALANCE" AS A CONSEQUENCE, IF YOU DO NOT PLAY AN AMOUNT THAT ONLY THEY KNOW, THEY KEEP ALL YOUR BALANCE. NOT WITH THE 94 EUR OF THE BONUS. WITH ALL YOUR BALANCE. I WOULD HAVE UNDERSTANDED THAT THEY KEEP WHAT THEY GAVE ME AS A BONUS (LIAR). THAT IS TO SAY THAT THEY WOULD HAVE TAKEN FROM MY BALANCE WHAT THEY, FOR MY DEPOSIT, CREDITED ME. BUT NOT. THEY TAKEN ALL MY BALANCE LEAVING MY ACCOUNT AT ZERO.

ITS PROCEEDING IS A SCAM AND I RECOMMEND USERS TO USE OTHER PLATFORMS.

QUIERO INFORMAR SOBRE UN SISTEMA DE BONO PERVERSO. HACE UNA SEMANA DEPOSITE 300 EUR. ESTE CASINO ME OTORGO UN BONUS 30% Y ME ACREDITO 94 EUR. LUEGO DE UNOS DIAS DE JUEGO MI BALANCE QUEDO EN 290 EUR, UN DÍA INGRESE Y NO TENÍA MAS SALDO. CUANO RECLAME EMPEZARON LAS EXCUSAS. ALUDIENDO UNOS TEMINOS Y CONDICIONES (QUE NO HABLAN DE ESTO) ME DIJERON QUE EL BONUS DURA UN TIEMPO Y QUE ES "PEGAJOSO", "ARRASTRA TU SALDO" POR CONSECUENCIA, SI NO JUEGAS UN MONTO QUE SOLO ELLOS SABEN, SE QUEDAN CON TODO TU BALANCE. NO CON LOS 94 EUR DEL BONO. CON TODO TU BALANCE. HUBIERA ENTENDIDO QUE ELLOS SE QUEDARAN CON LO QUE ME OTORGARON DE BONUS (MENTIROSO). ES DECIR QUE A MI BALANCE LE HUBIERAN QUITADO LO QUE ELLOS, POR MI DEPOSITO, ME ACREDITARON. PERO NO. ME QUITARON TODO MI BALANCE QUEDANDO MI CUENTA EN CERO.

ES UNA ESTAFA SU PROCEDER Y RECOMIENDO A LOS USUARIOS UTILIZAR OTRAS PLATAFORMAS.

Hello arisolia,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NineCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? When did you claim the bonus and when did it expire? Did the casino specify any other term you breached while playing with the bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Nick.

the casino gave a 30% bonus. I made a deposit of €300. (Image attached) They credited me €95 (image 2). After playing two days my balance was €299. Yesterday I entered and my balance was at 0. They claim that the bonus is sticky. In other words, they give you €94 but you have to bet almost €4000 because if you don't bet, they automatically keep the balance until they compensate (crazy) in the Terms and Conditions that they have on the platform there is nothing of that and, if it appears that way, it is like accepting that they cheat you to be able to play. I can understand that they don't give anything away and that they keep the bonus they give you (€95) but not my money. It's totally illegal

Estimada Mella.

el casino otorgó un bono del 30%. Yo realice un depósito de 300€. (Adjunto imagen) Ellos me acreditaron 95€ (imagen 2). luego de jugar dos dias mi balance quedó en 299€. Ayer ingrese y mi balance estaba en 0. Ellos aducen que el bonus es pegajoso. Es decir que ellos te dan 94€ pero tú tienes que apostar casi 4000€ porque si no lo apuestas, ellos automáticamente se quedan con el balance hasta compensar (de locos) en los Términos y condiciones que ellos tienen en la plataforma no figura nada de eso y, si así figurara, es como hacer aceptar que te estafen para poder jugar. Puedo entender que ellos no regalen nada y que se queden con el bono que te otorgan (95€) pero no con mi dinero. Es totalmente ilegal

Hello arisolia,

What was the wagering requirement of the bonus and did you finish it? Is it somewhere visible within your account or bonus tab?

Dear Nick

At the time of the deposit, nothing appears. Neither in the terms and conditions do they describe what they then claim for the Chat. I reiterate what I said. It is impossible to require bettors to spend, not only the amount credited by the bonus, but their entire balance, as to fulfill a requirement. In other words, any prize from the bonus activity is credited to your account, it will be absorbed by the casino afterwards. It's like going to a casino, winning a bonus and not being allowed to withdraw until you spend it. A complete inconsistency. I reiterate that my offer is to return to the casino the amount in euros credited to my account, and I will transfer the balance to my bank. To make it a bit fair

Estimado Nick

Al momento del depósito, no figura nada. Tampoco en los términos y condiciones describen lo que luego de claman por el Chat. Reitero lo expresado. Es imposible exigirles a los apostadores que consuman, no sólo el monto acreditado por el bono, si no todo su balance, como para cumplir un requisito. Es decir todo premio ante la actividad del bono se acredite a tu cuenta, será absorbido por el casino a posteriori. Es como si usted fuera a un casino, ganara un bono y no se lo permitan retirar hasta que lo gaste . Una incoherencia total. Reitero que mi ofrecimiento es restituirle al casino el monto en euros acreditado en mi cuenta, y el saldo lo transferiré a mi banco. Para hacer un poco justos

Dear All. I transcribe what they say regarding the bonds

We may, under certain circumstances, credit a player's account with a personal "bonus". The conditions for the crediting of the bonus and the amount of the bonus are determined by the Casino and are stated on the website from time to time. If an account contains real funds and bonus funds, the bonus funds will only be available for wagering once the existing real funds have been used. Prior to meeting the wagering requirements of the bonus, if you transfer or withdraw the main deposit amount, the bonus funds and all winnings from this bonus will be forfeited.

That is to say. I deposit 314EUR. They credit me 94EUR. I play and bet. One day I am left with a balance of 299EUR and deliberately they keep 100% of my balance?

According to what they say, I CONSUME MY BALANCE FIRST. I did not consume my balance of 314. At most, I consumed 100EUR and if I consumed my money and I win with my money, they cannot take all my money. Right there it says that before I use THE ASSIGNED BONUS I am using MY MONEY. So. I reiterate. That they keep what is credited by the bonus and that they REFUND MY MONEY.

In my betting history, I was never below what I deposited. Therefore, what is raised by the casino is MALICIOUS AND IMPROPER. IF I WON, IT WAS WITH MY MONEY AND NOT WITH THE BONUS.

In this way, and having previously made a copy of all my account movements, before they delete it, I will not only raise the case here, but I have entrusted my lawyers to sue the company (although much more money comes out of the practice). juridica) since jurisprudence must be established once and for all. In this way, this type of malicious actions will end.

Estimados. Transcribo lo que ellos dicen respecto a los bonos

Podemos, bajo ciertas circunstancias, abonar la cuenta de un jugador con un "bono" personal. Las condiciones para la acreditación de la bonificación y el monto de la bonificación son determinadas por el Casino y se establecen en el sitio web de vez en cuando. Si una cuenta contiene fondos reales y fondos de bonificación, los fondos de bonificación solo estarán disponibles para apostar una vez que se hayan utilizado los fondos reales existentes. Antes de cumplir con los requisitos de apuesta del bono, si transfieres o retiras el monto del depósito principal, los fondos del bono y todas las ganancias de este bono se perderán.

Es decir. Yo deposito 314EUR. Ellos me acreditan 94EUR. Yo juego y apuesto. Un dia quedo con un saldo de 299EUR y deliberadamente ellos se quedan con el 100% de mi balance?

A criterio de lo que dicen, yo CONSUMO PRIMERAMENTE MI SALDO. Yo no consumí mi saldo de 314. a lo sumo, consumí 100EUR y si consumí mi dinero y gane con mi dinero, no pueden ellos llevarse todo mi dinero. Ahi mismo dice que antes de que yo use EL BONO ASIGNADO estoy utilizando MI DINERO. Entonces. Reitero. Que se queden con lo acreditado por el bono y que me REINTEGREN MI DINERO.

Yo en el historial de apuesta nunca estuve por debajo de lo que deposité. Por ende, es MALICIOSO E IMPROCEDENTE lo planteado por el casino. SI GANE, FUE CON MI DINERO Y NO CON EL BONO.

De esta forma, y previamente habiendome hecho copia de todos mis movimientos en cuenta, antes de que ellos lo borren, no solo elevaré el caso aquí, sino que he encomendado a mis abogados que demanden a la empresa (aunque salga mucho mas dinero la practica juridica) puesto que se debe sentar jurisprudencia de una buena vez. De esa forma, se acabaran este tipo de acciones maliciosas

Hello arisolia,

Is your account still active? Could you please forward your betting history to nikolas.b@casino.guru for further review?

I would love to send you the documentation; but the Casibo deleted all my history suspiciously

I will see that documentation is attached

Me encantaría enviarle la documentación; pero el Casibo eliminó todo mi historial sospechosamente

vere se adjuntar dicha documentación

Hello arisolia,

As we will definitely need more details and clarification from the casino, your complaint will be now forwarded to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello arisolia,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite NineCasino to join the conversation and participate in the resolution of this complaint.

Dear NineCasino,

Can you please explain the reason for voiding the player's balance?

Kind regards,

Adam

Hello!

We have sent the clarification letter to the following email address - adam.m@casino.guru .

Could you please kindly check it?

Kind regards,

Nine Casino Team.

If you have to send something, do it here. I have no way of discussing the terms. If they are mediating, they cannot be part and judge

Si tienen que enviar algo que lo hagan por acá. No tengo manera de discutir los términos. Si están mediando no pueden ser parte y juez

Hello arisolia,

I have asked the casino to provide further details to me as it is still unclear why your balance has been voided entirely.

I will post upon receipt of more information.

Kind regards,

Adam

Wasn't it clear?

A confession on the part, relief of evidence, Alan. It is telling you that it "cancelled my balance" when the bonus expired. He's confessing to you that they took my funds. 🤦🏻‍♂️

No quedó claro?

a confesión de parte, relevo de pruebas, Alan. Te está diciendo que me "anuló el saldo" al expirar el bono. Te está confesando que me quitaron mis fondos. 🤦🏻‍♂️

Did they give you 5 days to respond? The truth is that I feel that this forum cannot arbitrate this type of situation

5 días para responder le dieron? La verdad que siento que este foro no puede arbitrar este tipo de situaciones

They keep extending the date. 4 days ago they had 5 days and now they still have 2.

Siguen prorrogando la fecha. Hace 4 días tenían 5 días y ahora siguen teniendo 2.

Hello!

We have sent one more clarification letter to the following email address - adam.m@casino.guru .

Could you please kindly check it?

Kind regards,

Nine Casino Team.

Dear Arisolia,

I have reviewed the information provided by the casino, and it seems that the wagering for the bonus was not completed, and the bonus expired.

As you stated previously, wagering uses your real balance first (in this case, your deposit of 314EUR) and the wagering requirement to complete the bonus and be able to claim any winnings was 40x the bonus amount (40x 95.84 EUR = 3833.60 EUR).

According to the evidence provided, you have only wagered 466.30 EUR of the required 3833.60 EUR before the bonus expired. As real money is used first, this would mean that your balance has been depleted as you have not fulfilled the requirements of the promotion in the allotted time.

You stated that you were unaware of the conditions for the bonus, and were not able to know how much you should wager to complete the bonus, is that correct? Do you have any record of how the bonus appeared in your account, for example, listed in your profile overview section?

Kind regards,

Adam

His response is just as unusual as the casino's response. I don't know if you read what he wrote or if you personally review this information in the terms and conditions of the mentioned casino. In no legal section do they inform that once I make a deposit I must bet it 40 times in order to claim a bonus. It is really unusual and doable. Explain to me how I can have proof of something as unusual as this? I reiterate, I can understand that the Aixa monkey has expired and that the Casinos take from my balance the same amount that they credited me as a bonus. It is totally illegal to appropriate balances or your own. It is evident that you are not mediators. What you are formulating as an excuse is not expressed in any section. That is to say. I have been scammed by an online casino and if I have to sue in Curaçao, I will sue in Curaçao. I will use all social networks to tell my story and I will also explain how your mediation works

Su respuesta es tan insólita como la respuesta del casino. Yo no sé si usted leyó lo que escribió o si usted, personalmente reviso esta información en los términos y condiciones del casino mencionado. En ningún apartado legal informan que una vez que yo realice un depósito debo de apostarlo 40 veces para poder reclamar un bono. Es realmente insólito e realizable. Explícame cómo puedo tener pruebas de algo tan insólito como esto?. Reitero puedo entender que el mono Aixa expirado y que el Casinos se tome de mi saldo el mismo monto que me acreditó como bono. Es totalmente ilegal apropiarse de saldos ni propios. Es evidente que ustedes no son mediadores. Lo que usted está formulando como excusa, no se expresa en ningún apartado. Es decir. He sido estafado por un Casino online y, si tengo que litigar en Curazao, litigaré en curazao. Utilizaré toda red social para contar mi historia y también explicaré cooo funciona vuestra intermediación

Dear arisolia,

Thank you for your comments. Please understand that I am merely relaying to you my view of the situation according to the evidence we have been provided. I have asked you if you have any record of how the bonus appeared in your account because I have looked at other bonuses and they appear to show the wagering requirements in the account under profile/overview.

Can I ask you please how did you find out about the bonus? Was it from a promotional e-mail, or promoted on the website/a different website?

Kind regards,

Adam

Dear Adam

A month ago I sent him a photo of my deposit and a photo of the bonus they gave me. No conclusive data that does not stand up to analysis. If I first use my balance before consuming my bonus, with much more reason it is unacceptable that when it expires my entire balance is withdrawn.

I did not find out by any means. When one deposits, they, on the catwalk, announce that you will receive an extra bonus for your deposit. That's why I made the deposit and bet comfortably.

I do not know the information that the casino gives you because you did not make it public in this chat. I did make it public. That not only increases my uncertainty but also confirms my suspicions.

Estimado Adam

hace un mes le envié foto de mi depósito y foto del bono que me dieron. Sin datos concluyentes que no resisten análisis. Si primero uso mi saldo antes de consumir mi bono, con mucha más razón es inaceptable que al vencer el mismo se retiren todo mi balance.

no me enteré por ningún medio. Cuando uno deposita, ellos, en la pasarela te anuncian que recibirás un bono extra por tu depósito. Por eso hice el depósito y aposté holgadamente.

desconozco la información que el casino a usted le pasa porque no la hizo pública en este chat. Yo si la hice pública. Eso no solo aumenta mi incertidumbre sino que confirma mis sospechas.

Dear Adam

Given the circumstances, I find it necessary to formally ask you to send me all the information sent to you by the casino (which should not have been sent without my consent by data protection law)

My email is arisolia@icloud.com.

My lawyers want to take this issue seriously. On the other hand, inform the casino that I will report the transaction made by Crypto to the issuing platform, giving them all the NineCasino documentation

Estimado Adam

dadas las circunstancias, me veo en la necesidad de solicitarle, formalmente, que me envíe toda la información enviada a usted por el casino (que no debería haber sido enviada sin mi consentimiento por la ley de protección de datos)

Mi correo electrónico es arisolia@icloud.com.

Mis abogados desean tomar este tema con la seriedad que corresponde. Por otro lado informe al casino que denunciare la transacción realizada por Crypto a la plataforma emisora, dándoles a ellos, toda la documentación de NineCasino

Dear arisolia,

Unfortunately, I am unable to share the evidence provided to us by the casino for reasons of confidentiality.

As you have previously mentioned that the wagering requirements were not mentioned in the terms and conditions, I have checked and found the following, listed under the heading "High Roller Bonus":

"6.3.  To wager the bonus, you need to make bets of 40 times the bonus amount. The bonus is available every 30 days for players who have already used all the Welcome Package bonuses."

Can I ask you to confirm if you have claimed and wagered the Welcome package before claiming this bonus?

Kind regards,

Adam

This point was not specified and I am not a "high roller"

thank you

you showed me your complicity with the casino

I will make it viral not only will it be, but also your responses. I will take legal action in Curaçao against them

Este punto no estaba especificado y yo no soy un "gran apostador"

gracias

ustedes me demostraron su complicidad con el casino

haré viral no solo la estará, sino que ademas vuestras respuestas. Accionaré legalmente en Curazao contra ellos

Dear arisolia,

To clarify, "high roller" is the name of the bonus in question, as per your screenshot. The above terms are listed on the casino website for that bonus.

Can you please answer my question regarding the use of the Welcome bonuses? I am afraid if you are not able to provide me with answers to my questions I will not be able to assist you any further.

Kind regards,

Adam

Mr Adam. In principle you have not helped me at all. Just wasting my time.

On your question "May I ask you to confirm if you have claimed and wagered the welcome package before claiming this bonus?"

bonuses are not "claimed." As you are entering money "supposedly" without prizes for the first deposit, second deposit and as you make deposits they are "giving away" CREDITS to bet. When you create an account they give you up to 50% extra on your first deposit.

You must create an account and verify it. If you want, I can also send you the amount of deposits made and withdrawals when I was winning. That's why I deposited €300 on the page. Because I had been depositing and playing. Until what happened. They send me an email asking you to deposit a minimum of €300 to give you an extra 50%. And it's not that I deposited and wanted to take them. I was playing quietly and in 3 days they kept all my money

Sr Adam. En principio usted no me ha ayudado en nada. Solo en perder mi tiempo.

Sobre su pregunta "¿Puedo pedirle que confirme si ha reclamado y apostado el paquete de bienvenida antes de reclamar este bono?"

los bonos no se los "reclama". A medida que vas ingresando dinero "supuestamente" sin premios para primer depósito, segundo depósito y a medida que vas realizando depósitos te van "regalando" CRÉDITOS para apostar. Cuando tú creas una cuenta te otorgan hasta el 50% extra en tu primer depósito.

Deberas crearte una cuenta y verificarlo. Si quieres también te puedo enviar la cantidad de depósitos realizados y las extracciones cuando yo ganaba. Por eso deposite 300€ en la página. Porque venía depositando y jugando. Hasta qué pasó esto. Ellos me mandan un mail pidiendo que deposites 300€ mínimo para obsequiarte un 50% extra. Y no es que yo deposite y me los quise llevar. Yo estaba jugando tranquilo y en 3 días se quedaron con todo mi dinero

Thank you for your comments, arisolia.

Dear Nine Casino,

Can you please clarify the following details:

• The player states that they had no knowledge of the wagering requirements or expiration of the bonus in question. Is this information shown anywhere in the player's account?
• Has the player used all 3 deposit bonuses that make up the welcome package, and was the wagering for any of those bonuses completed?

Kind regards,

Adam

Dear arisolia,

I have discussed this case further with the casino, and they have provided further evidence showing that the wagering requirements are clearly visible in the player account.

As these requirements are also stated clearly in the relevant terms and conditions for the bonus you have accepted, and you have failed to complete the wagering before the bonus expired, I am afraid there is nothing further we can hope to achieve.

The casino has acted in accordance with its terms and conditions in this case, so I am afraid we can assist no further and the complaint will now be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam