J9.com Casino - Выигрыш игрока был аннулирован.

Casino literally stole me 1000$.

I had 1000$ balance at the casino and tried to withdraw. Withdraw was accepted, but not processed. Then I went on chat and asked what is going on with my withdrawal? And explanation that they sent is literally uneblieveble. They called me as arbitrage bettor, falsely accused and they told me thay will confiscate me 1000$.

At first I thought it was a translation error, because it is obvious that they uses a Google translator. But, no, they was serious - they removed my 1000$ from account. As you see in attached files, I asked them which part of T&C I broke, and they told me he will not tell me that.

I can't believe how this is possible, where they got the right to do this.

Hello Ilija,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with J9.com Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if it was your first withdrawal request in the casino? Did you use any bonus to accumulate your balance? Is your account verified? Are you still able to login into your casino account?

Looking forward to your answer.

Regards,

Nick

It wasn't my first withdrawal. I had many succesful withdrawals before. I didn't take any bonuses. Account is verified, and I can still log in there. They just stole balance.

Hello Ilija and thank you for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ilija,

I have reviewed your case and I would like to ask if you could clarify for me, have you used your account primarily for sports betting?

Kind regards,

Adam

Yes, 90% of time sports betting. There are 3 different sports betting halls.

Hello Ilija,

Thank you for clarifying.

I will contact the casino and ask them for more details, but please be aware that if the complaint is regarding sports betting, we will not be able to help. We don't have a branch dealing with sports betting yet and do not have enough insight to be able to advise you correctly.

We would like to invite J9.com Casino to join the conversation and participate in the resolution of this complaint.

Dear J9.com Casino,

Can you please explain the reason for the player's winnings being confiscated?

Kind regards,

Adam

Yes, but it doesn't matter is it sports betting or casino. It's not the thing they voided bets or something like that. They removed balance from account that is common for sports betting and casino.

We would like to ask J9.com Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Ilija,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Gaming Curacao License Authority (complaints@gaming-curacao.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could be of more help.

Best regards,

Adam