Ninja Casino SE - Das Spielerkonto wurde ohne Angabe von Gründen geschlossen.

At the beginning when I played at the casino everything worked fine. However, I won a couple of times more money. Then the problems started. I was supposed to verify myself and it took a while. Then I get a letter from them saying that my account with them has been closed and will be limited to at least 12 months.

I reply to them and ask what the reason for the suspension is. They reply by referring to their rules and that they can't give me any reason why I can't play with them for at least 12 months.

I början när jag spelade på casinot fungerade allt bra. Jag vann dock ett par gånger mer pengar. Då började problemen. Jag skulle verifiera mig och det drog ut på tiden. Får sedan ett brev från dem med att mitt konto hos dem har stängts och begränsas till minst 12 månader.

Jag svarar dem och frågar vad anledningen till avstängningen är. De svarar med hänvisning till sina regler och att de inte kan ge mig någon anledning till varför jag inte kan spela hos dem på minst 12 månader.

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Dear Ljusare2468,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino.

To better understand the situation and assist you effectively, could you please provide us with more details by answering the following questions:

• Could you please clarify the dispute value (kr10000)? Is this the amount you currently have in your casino account?
• Which games were you focused on — slots, live casino, sports betting, etc.?
• When exactly did you create your casino account and when was it closed?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Ljusare2468,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru