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Account closed and funds confiscated without proof — NineCasino refused refund after sending IBAN

Hello, I am submitting this complaint because my account at NineCasino was closed without warning and all my funds were confiscated. I provided personal banking details (IBAN and full account number) for withdrawal, and instead of receiving my money, I was notified that my account was permanently closed and my balance was seized.

No technical proof was ever provided — no screenshots, VPN logs, fake IP evidence or location mismatches. They only cited "terms and conditions" and said the decision is "final" with no right to appeal.

This is extremely disrespectful and may constitute a misuse of personal banking data. I request a full refund of my balance and expect this to be investigated urgently.

All email exchanges and screenshots are available. I hope Casino.Guru will help resolve this case, as NineCasino is refusing to cooperate.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. To better understand your situation and assist you effectively, I would like to ask you a few clarifying questions:

• Could you please specify whether you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• Have you submitted accurate and complete personal information in your casino profile, including your country of residence?
• Have you received any notifications or messages from the casino stating that Portugal is a restricted country?
• Have you successfully completed the full KYC verification process?
• Was your account closed after you submitted a Portuguese IBAN to the casino?

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,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, Veronika. Thank you for your reply. I've answered all the questions below to help you analyze my complaint:

- I did not use a VPN, proxy or any kind of IP masking when accessing or registering on the NineCasino platform. I created and logged into my account normally, directly from Portugal, without any attempt to hide my location.

- I submitted all correct and complete personal information during registration, including my real name, country of residence (Portugal), proof of identity, proof of address and even my Portuguese IBAN.

- I didn't receive any warning or alert from the casino that Portugal would be a restricted country, neither at the time of registration, nor while browsing or using the platform. Had I known this, I would never have made a deposit.

- I successfully completed the entire KYC verification process requested by the casino. I sent photos of my documents and all the data was accepted by the platform without any objection.

- My account was closed just as I tried to make my first withdrawal, after I had already made several deposits and played a lot on the platform. As soon as I had my first significant win and requested a withdrawal, the account was closed immediately and the balance was confiscated. In other words, the casino waited for me to invest, make a loss and, at the first profit, blocked everything without warning.

I reiterate that at no time was I informed of any irregularities in the account. I was in good faith throughout the whole process, I used my real details and I only expected to receive back what is rightfully mine. Thank you for your help and I await instructions on the next steps.

Sincerely,

[name hidden by Casino Guru]

Olá, Veronika. Obrigado pela sua resposta. Abaixo respondo todas as questões para ajudar na análise da minha reclamação:

– Não utilizei VPN, proxy ou nenhum tipo de mascaramento de IP ao acessar ou me cadastrar na plataforma do NineCasino. A criação e o login na minha conta foram feitos normalmente, diretamente de Portugal, sem qualquer tentativa de ocultar minha localização.

– Enviei todas as informações pessoais corretas e completas durante o cadastro, incluindo meu nome verdadeiro, país de residência (Portugal), comprovativo de identidade, comprovativo de morada e até meu IBAN português.

– Não recebi nenhum aviso ou alerta do casino informando que Portugal seria um país restrito, nem no momento do cadastro, nem durante a navegação ou uso da plataforma. Se soubesse disso, jamais teria efetuado qualquer depósito.

– Concluí com sucesso todo o processo de verificação KYC solicitado pelo casino. Enviei fotos dos meus documentos e todos os dados foram aceites pela plataforma sem qualquer objeção.

– Minha conta foi encerrada justamente no momento em que tentei fazer o meu primeiro levantamento, após já ter feito vários depósitos e jogado bastante na plataforma. Assim que tive meu primeiro ganho relevante e solicitei o saque, a conta foi encerrada imediatamente e o saldo foi confiscado. Ou seja, o casino esperou que eu investisse, tivesse perdas e, no primeiro lucro, bloqueou tudo sem aviso prévio.

Reitero que, em nenhum momento, fui informado de qualquer irregularidade na conta. Tive boa-fé durante todo o processo, usei meus dados reais e esperava apenas receber de volta o que é meu por direito. Agradeço a ajuda de vocês e aguardo instruções sobre os próximos passos.

Atenciosamente,

[name hidden by Casino Guru]

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear davidahorapereira77,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from NineCasino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear NineCasino,

Could you please provide a comprehensive explanation of this case, including the specific reasons behind the blocking of the player's account and the confiscation of their winnings? Your detailed response will be instrumental in ensuring a fair and transparent resolution.

Thank you in advance for your cooperation and timely reply.

Best regards,

Kubo

Hello!

We would like to inform you that your account have been closed and winnings confiscated due to breach of our Terms and Conditions. Specifically Clauses 2.1 and 2.2

We can not guarantee that any returns, deposits, winnings, or bonuses which the player as the resident of the restricted by the master holder of the license, software, and payments providers countries have gained or accrued using any means of encrypted connections over the Internet from their devices to a network with the purpose to falsify their geolocation would not be forfeited and may not be reclaimed by us on demand.

Such actions on the part of the players will be regarded as a violation of these Terms and Conditions and we reserve the right not to open, suspend, close your account, withhold payment of your winnings and apply such funds on account of any damages caused by you.

Dear Kubo,

We have sent you an email with further information. Please review it at your convenience.

Best regards,

NineCasino

Dear NineCasino,

Thank you for providing the additional context. I have responded to your email with a few further questions and look forward to your prompt reply.

Thank you for your cooperation.

Dear Kubo,

We have sent you a reply. Please review it at your earliest convenience.

Best regards,

NineCasino

Dear NineCasino,

Thank you for your thorough review and for providing all the requested data.

Dear davidahorapereira77,

In our view, the use of a VPN or proxy does not automatically constitute a violation warranting balance confiscation, unless it provides the player with a direct unfair advantage. However, in this case, the casino has substantiated that you did indeed access the platform via VPN, and furthermore, that you used it to bypass the casino’s restrictions to access a game unavailable in your region. This constitutes a direct breach of the casino’s Terms & Conditions, and we cannot support such conduct.

For this reason, I must consider your complaint unjustified and close it accordingly.

For future reference, I strongly advise against using a VPN to change your apparent location, or at the very least, confirm that the specific game is permitted in the region of the VPN server before playing.

Thank you for your understanding. I’m sorry I couldn’t deliver a more favorable outcome in this case. Should you experience any other issues with this or another casino in the future, please feel free to contact our Complaint Resolution Center - we are always here to assist you.

Best Regards,

Kubo