9winz Casino - Player encounters website errors and withdrawal difficulties.

From the last two days their site was not working properly.i can not open even my bet history.i was playing slot games and live game.In live game today my bet was placed and they just took me to their home page with showing error and the money was gone and in slot game automatically bet was going on and i cant stop i tried to contact them so many times but they are not responding and they ask me to give me a proof and that was ***** a live game show and slot game how can i take the ss and today i take the screen shot.you can find in the attachment .two three time i can not take the screenshot but today i manage and their customercare are not even talking about the issue just telling me to wait . because of this i lost almost 10k plus money.even they are taking so much time in withdrawal also and did not accept just telling me the technical error . I mean this is the smartest way to stealing our money.. please help me out and give my money back..i am requesting you.

Dear VAISHAL,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 9winz Casino.

Please understand it would be almost impossible to determine if the money lost was due to an ongoing automatic bet feature.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward the game history from the time you haven't made the bets yourself? My email is tomas@casino.guru

You can usually request a betting history from casino support for a specific time period.

Thank you very much in advance for your reply and understanding.

Best regards,

Tomas

I have sent you the mail on your mail id and also send the some details which was happening with me from last three days.You can check it out.

I understand your frustration. thanks for your email.

Has the casino resolved its technical difficulties and supplied you with your gaming history?

Has the casino addressed the issue of unwanted bets taking place?

If the casino supplied you with the gaming history, please forward it to my email for review.

If there are any updates since your last message, please let me know.

Sir, as i told you on mail that i will give you bet history but there are more than 300 bets history and sometimes the small bets winning amount credited but the big one was not ..so should i have sent you the more than 100-200 screenshots of the bets ?

And the amount was right now is more than 30k to 50k rupees.

Sir this is like they are doing openly scams. i mean they do not value their customers.they just eating money.

Sir i would really like to tell you that please solve this issue as soon as possible.

And one thing i would like to tell you that the customer care call attend was cut my call after telling the issue.

Also i would like to add they did not want us to withdraw money. 2 days before the balance was more than 3.5 lacs than their system was goes down and the balance was going down to 10k than the system was perfectly fine at that time i tried to take support from customer care but they do not respond and you won't believe the withdrawal button didn't work but the balance was goes down the system was working fine .

One of their customer care give me assurance to give compensation amount but they did not and now their other customer care person told me that do not believe on chat or call either you got a mail i mean wow i didn't not have to believe their customer care person.I am attaching the screenshot for this.

I need help from your side.

I am attaching the ss of how they manipulate to not withdraw and play with that money and lose.

Always at the time of withdrawal their system is going down or under maintenance.

See here the proof.

Thank you very much, VAISHAL, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello VAISHAL,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 9winz Casino representative to join this conversation and participate in resolving this complaint.

Dear 9winz Casino,

Could you state what amount is the player entitled to and when he can expect the payment?

Thank you in advance for providing the information.

I am writing to address a series of concerning issues I have encountered while using your platform, which have severely impacted my experience as a customer. Despite numerous attempts to seek assistance from your customer care, I have been met with inadequate responses and unhelpful communication.Firstly, there have been instances where winnings were not credited to my account as expected. This failure to accurately reflect my winnings undermines the trust and fairness essential to any gaming platform.Furthermore, on multiple occasions, when attempting to withdraw significant sums – totaling around 3-4 lacs – I encountered consistent issues with your withdrawal system. It seems that whenever the withdrawal amount is substantial, your system conveniently experiences technical difficulties, preventing me from accessing my funds.This pattern of behavior is deeply concerning and suggests deliberate manipulation to deter users from withdrawing large sums. It is unacceptable for a reputable casino to engage in such practices, which betray the trust of its customers and violate principles of fair play.I implore you to investigate these issues urgently and provide a satisfactory explanation for the systemic failures in your withdrawal process. Additionally, If these matters are not addressed promptly and transparently, I will have no choice but to escalate this complaint and seek further action to protect my rights as a consumer.I urge you to take this matter seriously and prioritize the integrity and reliability of your services.

Dear Vaishal!

Thank you for letting us know about inconveniences that you've faced, and I'd like to apologize for them, since indeed we've experienced major technical issues, that were related to our third-party partner, however they are already fixed, and website is working properly. However inconvenience that you've faced could be related to to a network issue, since server of the game provider, that you were playing, could calculate bets and winnings properly, but due to the abovementioned network issues rounds could be displayed with delays. Nevertheless, please provide exact date, and a time-frame, if possible, when you've faced those inconveniences so we could triple-check history of transactions, bets, and winnings, and send them to you, if required.

Kind regards,

9Winz Support Team

On multiple occasions, when attempting to withdraw an amount exceeding 50k from my account, your service experiences a sudden decline in functionality. Despite having a balance well above the required threshold, the withdrawal option becomes inaccessible, effectively rendering your service unusable for an extended period.Remarkably, after a considerable delay during which my balance drops to approximately 10k, the withdrawal system miraculously springs back to life, allowing me to execute transactions seamlessly. However, just as my balance surpasses 3 lacs, the withdrawal system inexplicably malfunctions once again. This cycle of malfunctioning only during critical withdrawal moments suggests a deliberate attempt to impede or manipulate the withdrawal process.Moreover, when I attempt to initiate a withdrawal, the system fails to respond entirely, denying me the opportunity even to input my bank details. This experience leaves me feeling utterly frustrated and cheated, as if I am being deliberately prevented from accessing my own funds.

I am reaching out to bring to your attention a series of concerning incidents that occurred between February 15th and February 17th, which have left me deeply dissatisfied and disappointed with the level of service provided by your platform.During this period, I encountered significant difficulties related to the crediting of winning amounts to my account. Despite participating in activities where I rightfully earned winnings, these amounts were not credited as expected. This lack of transparency and failure to honor winning commitments has not only caused inconvenience but also eroded my trust in your platform's integrity.Furthermore, as I mentioned previously regarding the withdrawal issues experienced, it is evident that there are systemic problems within your platform that hinder users from accessing their funds when needed. This manipulation of the withdrawal process is unacceptable and tantamount to cheating. It is deeply concerning to witness such practices openly occurring on your platform.Given the severity of these issues and the impact they have had on my user experience, I am requesting compensation for the inconvenience, frustration, and potential losses incurred as a result of these incidents. It is imperative that your platform takes responsibility for its shortcomings and takes proactive measures to rectify them promptly.I trust that you will address these concerns with the seriousness and urgency they deserve. I look forward to receiving a satisfactory resolution and compensation for the issues outlined above.

Hello VAISHAL,

Thank you for your response and the information provided.

Could you state what is your current balance?

Dear 9winz Casino,

Could you comment on this?

I'll be awaiting your reply.

Currently i have a NIL balance.

I am writing to address a concerning issue that occurred between the 15th and 17th of February regarding manipulation of my balance on your casino platform.

I have previously communicated the entire situation to your support team, outlining the discrepancies and unfair practices that took place during that period. However, I am disappointed by the response I have received thus far.

While I understand that your site may currently be functioning properly, my concern lies with the events that transpired in the past. Despite my efforts to explain the situation comprehensively, I am dismayed to find that your team is attributing the issue to a supposed network problem on my end.

It is incredulous to suggest that a network issue could result in such a significant discrepancy in my balance, especially considering it was in excess of 50k. Such an explanation lacks credibility and is, frankly, insulting.

Furthermore, I am deeply troubled by the dismissive and disrespectful manner in which this matter has been handled. It is both unprofessional and unacceptable to point fingers at me without fully investigating the situation or providing any meaningful resolution.

I urge you to reconsider your stance on this matter and conduct a thorough investigation into the manipulation of my balance during the specified period. I expect a prompt and satisfactory response, as well as appropriate measures to rectify the situation and restore my confidence in your casino platform.

Failure to address this issue adequately will leave me with no choice but to escalate my concerns further.

Thank you for your reply dear Vishal, Stefan!

As I've mentioned previosly indeed we've experienced technical inconveniences between 15-17th of February, but since 17th all services are working correctly, and no mass issues with withdrawals were reported, and since then player can freely withdraw their winnings within set limits mentioned in Terms and Conditions.

Also I'd like to request screenshots with their winning amount and a screenshot with inability to withdraw funds of more than 10000INR.

Thank you in advance!

Kind regards,

9Winz

I am writing to express my disappointment and frustration regarding the recent technical issue I encountered while using your platform.

During the incident, I reached out to your call attendant for assistance, who informed me that the issue was due to my network connection.

However, it has come to my attention that there may have been a misunderstanding or miscommunication regarding the nature of the problem.

Now, in discussions with Casino Guru, it seems that there is an attempt to shift blame onto me without proper investigation into the technical issue at hand.

This behavior is both disheartening and unprofessional.I would like to request a thorough review of the situation and clarification regarding the root cause of the problem. Additionally, I urge you to provide transparency and accountability in your customer service interactions, ensuring that customers are treated fairly and respectfully.

I am reaching out regarding a recent discrepancy in my account and would like to request access to all chat reports and call attendant reports for a specific period.

Unfortunately, I do not have screenshots of the interactions during that time frame. However, I am confident that the chat and call reports will provide the necessary evidence to clarify the situation.

Please provide me with all chat reports and call attendant reports for the period 15th Feb to 17th Feb as soon as possible. Having access to this information will help me understand the events surrounding the issue and enable us to resolve it promptly.

Dear Vaishal!

Thank you for your reply. Kindly notice, that technical issue was properly investigated, fixed, and all compensations were provided. History of your bets were double-checked and no discrepancies were found, as you can see, since we've provided it too for double-checking. If you are able to see any discrepancies there, any winnings that weren't added to your balance - please feel free to point them out, and we will perform all necessary actions. I will ask to gather requested reports and send them to your email as soon as possible, but it could take a day or two.

Thank you for your patience!

Kind regards,

9Winz

First and foremost, I want to express my disappointment with the level of support and resolution provided thus far. Despite repeated attempts to address the matter, I have not received a satisfactory solution to the problem. Additionally, I am deeply concerned about the lack of transparency and accountability demonstrated by your team in handling this issue.

As per my previous requests, I kindly ask that you provide me with all the chat reports pertaining to my account, ensuring that none of the crucial exchanges are omitted. Specifically, I expect to see the reports where I shared screenshots highlighting the malfunctioning withdrawal button, as well as any subsequent discussions focused solely on resolving this withdrawal problem.

Moreover, I must express my profound dismay at the proposed compensation of a mere ₹300 for the inconvenience caused by the inability to withdraw ₹3.5 lakhs from my account. This offer is not only insulting but also fails to acknowledge the significant financial loss and inconvenience I have endured as a loyal user of your platform.

Furthermore, I am deeply troubled by the dismissive attitude displayed by your team, both in written communication and during my interactions with your call assistants. To attribute the withdrawal issue to a purported "network problem" on my end is not only misleading but also borders on deception. Such tactics not only erode trust but also reflect poorly on your company's integrity and commitment to customer satisfaction.

I am writing to provide further evidence to support my previous complaint regarding the unacceptable conduct exhibited by your team during our recent interactions.

Attached to this email, you will find screenshots of the chat reports that clearly illustrate the manipulative behavior and mental harassment I have been subjected to. These screenshots highlight how your team consistently faces issues only when it comes to withdrawals, conveniently avoiding addressing concerns related to deposits or winnings.

This selective pattern raises serious doubts about the integrity and fairness of your platform.Furthermore, I would like to draw your attention to the specific timeframe between 10 p.m. and 1:30 a.m. on February 16th. Despite my repeated attempts to address the withdrawal issues I encountered during this period, I was met with evasive responses and a refusal to acknowledge any fault on your part. It is evident that your team is deliberately withholding crucial information and avoiding accountability.

Moreover, the lack of cooperation and the constant stalling tactics employed by your representatives only serve to exacerbate the situation. Rather than providing a timely resolution, I am met with endless rounds of fruitless discussions and excuses, which only serve to waste my time and cause further distress.It is abundantly clear that your team's actions constitute a form of mental harassment, as they continuously disregard my concerns and refuse to provide adequate solutions.

This behavior is not only unprofessional but also unethical, and I demand that it be addressed immediately.

I urge you to take swift and decisive action to rectify this matter and provide me with the compensation and resolution I rightfully deserve.

Upon reviewing the chat reports, it is abundantly clear that there has been a consistent pattern of deflecting responsibility and attempting to shift blame onto technical issues whenever I raised legitimate concerns.

Despite my repeated inquiries and requests for assistance, the responses provided were inadequate and only served to frustrate me further.

Specifically, I must highlight the incident that occurred on the night of February 16th, between the hours of 10 p.m. and 1:30 a.m. It is evident from the chat reports that my attempts to withdraw a significant amount were met with excuses related to technical difficulties. This is unacceptable, especially considering the substantial sum of money involved.

Furthermore, I was appalled to be informed by your representative that my network connection was to blame for the issues I encountered. This assertion is unfounded and only serves to further erode my trust in your platform.

Additionally, the dismissive response from 9winz, stating that they would not take any action, is indicative of a lack of accountability and transparency.At this point, I feel compelled to escalate this matter to a higher authority, such as Casino Guru, in the hopes that they will intervene and facilitate a resolution. The sum of money involved in this transaction is not trivial; it amounts to nearly 3 to 4 lakhs rupees. What began as a perceived discrepancy of 10,000 rupees has now escalated into a serious allegation of fraud and misconduct on your part.

I implore you to take this complaint seriously and to initiate a thorough investigation into the matter. Additionally, I kindly request that you consider offering a resolution in the form of a bonus with a low wager requirement, such as 2.5 lakhs with a 3x wager, as a gesture of goodwill and compensation for the distress caused.



Dear Vaishal,

We sincerely apologize for the inconvenience you've experienced due to the technical issue.

We understand how frustrating it can be to encounter such difficulties, especially over an extended period.

Throughout the three days that this issue persisted, we made concerted efforts to rectify the situation and ensure that all players were informed promptly. We are pleased to inform you that as part of our efforts to mitigate the impact of this issue, you have received additional compensation.

Please rest assured that we take these matters seriously and continuously strive to improve our systems to prevent similar issues in the future. Your feedback is invaluable to us, and we appreciate your patience and understanding during this time.

If you have any further concerns or require assistance, please don't hesitate to reach out to us. We're here to help.

Thank you for your continued support and understanding!

Warm regards,

9winz Support Team

Contrary to what was communicated, I have not received any additional compensation for the aforementioned technical issue. Despite providing screenshots clearly illustrating the manipulation and mental harassment experienced, the matter seems to have been overlooked.

At the time of the incident, the potential compensation was estimated to be in the range of 3-4 lacs rupees. I believe it is only fair to receive a bonus or compensation equivalent to that amount, considering the inconvenience and distress caused.

I raised this matter yesterday, yet it appears that there is still reluctance to acknowledge fault or offer appropriate compensation. I urge you not to underestimate the resolve of a patron such as myself and to rectify this situation promptly.

Please address this matter with the seriousness it deserves and provide compensation in line with the initial estimate.

Dear Casino Guru Support Team,

I hope this email finds you well. I am writing to express my deep concern regarding the behavior of 9Winz Casino towards me during a recent withdrawal issue.

I have already submitted screenshots of the chat conversation during that specific period, clearly demonstrating their unacceptable conduct.

The behavior exhibited by 9Winz Casino staff was highly unprofessional and discourteous. Their actions have not only tarnished my gaming experience but have also raised serious doubts about the integrity and reliability of their platform.

I kindly request your immediate attention to this matter and urge you to thoroughly investigate the issue based on the evidence I have provided. It is my sincere hope that you will take appropriate action against 9Winz Casino to ensure that the compensation should be provided .

Thank you for your prompt attention to this matter. I look forward to hearing from you soon regarding the outcome of your investigation and the actions taken.

Dear 9winz Casino,

Could you provide us with the official statement from the game provider from the 15th to the 17th of February? Could you state what was the compensation to the player you mentioned above?

I am looking forward to your response.

Dear Stefan,

All requested information was provided via email, kindly check.

I am writing to address a matter of utmost importance regarding the information provided by 9winz and the issue of compensation.

Firstly, I kindly request that you share the information also with me so that I can thoroughly review its accuracy and ensure that there has been no tampering or alteration. Transparency is key in maintaining trust and confidence in our business relationship, and I believe it is imperative that I have access to the information firsthand.

Furthermore, I would like to address the issue of compensation, specifically concerning the amount of 3-4 Lacs. As per my understanding, there has been no compensation provided for my inability to withdraw this amount. I want to emphasize that if indeed there has been compensation provided in this regard, I would appreciate confirmation of the same.

However, based on my records and transactions, I am confident that no compensation has been provided for the mentioned withdrawal issue. Therefore, I kindly request clarification on this matter as well.

Hello VAISHAL,

Do I understand correctly that you were unable to withdraw your funds and lost them after that?

I'll be awaiting your reply.

Dear Casino Guru,

I hope this email finds you well. I am writing to you with deep concern regarding the ongoing issue I've been facing with 9Winz casino.

Despite multiple attempts to resolve the matter, I find myself compelled to escalate it to your attention, as the situation remains unresolved and increasingly frustrating.

For some time now, I have observed a concerning pattern in my withdrawal experiences with 9Winz. Specifically, whenever my balance exceeds 50,000 rupees, I encounter difficulties in withdrawing funds. Strangely, when my balance decreases to around 10,000 rupees, I suddenly regain the ability to withdraw.

This inconsistent behavior has occurred repeatedly, indicating a systematic manipulation to prevent withdrawals when my balance is favorable.I have diligently communicated this issue to the support team at 9Winz, providing evidence and details of each occurrence.

However, their responses have been evasive and unsatisfactory. They have attempted to shift blame onto network issues or claimed that their system is functioning correctly, despite the clear evidence suggesting otherwise.

Furthermore, I must address their assertion that compensation has been provided for previous instances of withdrawal problems. To date, I have not received any such compensation, which only adds to my frustration and distrust towards their platform.

It is evident that 9Winz is employing deceptive tactics to avoid honoring withdrawals and compensate affected users.

This unethical behavior not only violates the trust of customers like myself but also tarnishes the reputation of online gambling platforms as a whole.I implore you to take immediate and decisive action against 9Winz to rectify this situation.

It has been over a month of enduring this issue, and I am exhausted from explaining my predicament repeatedly. I urge you to review my previous messages outlining the details of this matter and intervene on behalf of the affected users.

Thank you for your attention to this urgent matter. I eagerly await your response and trust that appropriate measures will be taken to address the misconduct of 9Winz.

I am writing to address an ongoing issue I am facing with 9Winz, and I seek your urgent attention and assistance in resolving it.

On 18th March,2024 I deposited 2500 INR into my 9Winz account. However, it has now been 24 hours, and the amount has still not been credited to my account. Upon contacting their customer service, I was informed that it may take up to 15 working days for the deposit to be credited.

This prolonged delay is highly inconvenient and unacceptable.Moreover, the customer service representative I spoke with seemed dismissive and suggested that there are numerous issues causing such delays.

This response only adds to my frustration and leads me to believe that there may be intentional negligence on the part of 9Winz.To illustrate my concern, I have attached a screenshot of the payment confirmation for your reference.I must express my disappointment with the disrespectful service provided by 9Winz.

It is disheartening to experience such treatment as a valued customer.In addition to addressing the current issue, I kindly request your assistance in resolving a previous complaint I had filed.

I appreciate your attention to this matter and hope for a prompt and satisfactory resolution.I urge Casino Guru to consider my complaint seriously and intervene to ensure that such instances of poor service and intentional delays are not repeated.

I await your prompt response and a resolution to these issues.Thank you for your attention and assistance.

I am writing to bring to your attention an unfortunate incident that occurred during my recent interaction with one of your call assistants, Devika.

During a call with Devika regarding a problem I was experiencing, I expressed my concerns to her. However, instead of addressing the issue professionally, I was met with disrespectful behavior.

Devika and her colleague proceeded to laugh at me, which I found to be both unprofessional and deeply disrespectful.As a result, I felt compelled to bring this matter to your attention. I have recorded the call as evidence of the inappropriate behavior exhibited by Devika and her colleague.

If you would like, I can share the recording with you personally on your email address.Such behavior is not acceptable and does not reflect well on your company.

I trust that you will take appropriate action to address this matter and ensure that all customers are treated with the respect and professionalism they deserve.

Hello VAISHAL,

You still haven't responded to my question. Have you lost all the funds after the unsuccessful attempt of withdrawal?

Did you manage to receive your deposit of 2500 INR into your casino account?

I'll be awaiting your reply.

Hello Stefan,

My withdrawal attempt failed, leading to fund loss while playing. There's a constant limit of 50k on withdrawals, preventing access to my funds.

I'm writing to inform you that I have yet to receive my deposit. Despite previous attempts, the issue remains unresolved. I kindly request your urgent assistance in resolving this matter.

Hello VAISHAL,

Did you manage to receive the deposit to your casino account?

I'll be awaiting your reply.

I am reaching out to express my deep disappointment and frustration regarding the unresolved issues with my withdrawal from 9winz Casino.

Despite numerous attempts and providing official documentation from the bank's side, I have yet to receive my refund. It's been an extended period of waiting, and the lack of progress is concerning. I've shared the official communication with 9winz, expecting swift resolution, but unfortunately, the matter remains unresolved.

Moreover, I must emphasize my dismay with the handling of my main withdrawal problem. I've diligently provided ample evidence to support my case, only to be met with prolonged delays and apparent disinterest in resolving the issue.

As a platform that claims to assist with casino-related problems, I expected better support and advocacy on my behalf.Over the past 45 days, I have dedicated considerable time and effort to provide the necessary proofs, only to feel disregarded and ignored in the end.

It's disheartening to realize that despite assurances of assistance, the resolution seems farther away than ever.At this juncture, I am compelled to express my frustration and disappointment.

It's evident that the level of support provided falls short of expectations, leaving me feeling helpless and unsupported in resolving this matter.

Please understand that this is not a mere inconvenience but a significant financial concern that requires urgent attention.

I urge you to reconsider your approach and demonstrate a genuine commitment to resolving the withdrawal issue with 9winz Casino.

Throughout the process, I have diligently provided all the necessary proofs and evidence, including chat transcripts, to support my case. However, I am shocked and dismayed by the apparent lack of action on your part. It feels as though rather than advocating for my interests, you are aligned with 9winz Casino, almost like a team.This realization has left me feeling betrayed and disillusioned.

As someone who trusted your platform to assist with resolving casino-related problems, I expected unbiased support and advocacy. However, it seems that my efforts have been in vain, and the resolution remains elusive.

I appreciate your attention to this matter and hope for a swift resolution.

I am writing to express my extreme disappointment and frustration with the lack of initiative and resolution from Casino Guru regarding the ongoing issue with 9winz Casino.

It has been an agonizing 50 days since I first reached out to Casino Guru with evidence clearly demonstrating the faults and unethical practices of 9winz Casino.

Despite providing irrefutable proof of their misconduct, I am disheartened to see that there has been no tangible progress in resolving the matter.Your team's continual delays and lack of action are simply unacceptable.

As a customer, I had hoped for prompt and efficient assistance in addressing this issue. However, it seems that my expectations have been grossly misplaced.The time has come for Casino Guru to take decisive action against 9winz Casino and advocate for my rights as a consumer.

I implore you to expedite the process and assist me in obtaining compensation for the substandard services, abysmal customer support, and the psychological distress caused by their manipulative tactics.I urge you to prioritize this matter with the urgency it deserves and provide me with a concrete plan of action to rectify the situation.

I trust that you will take this matter seriously and work diligently to ensure a satisfactory resolution.

Thank you for your attention to this matter, and I eagerly await your prompt response.

Hello VAISHAL,

I am afraid I won't be able to help you with the previous issue of not being able to withdraw the funds as you lost all the funds in the process. The fact that you were unable to withdraw the funds at that time is not enough reason to pay you the full 50k INR by the casino.

Regarding the deposit of 2500 INR, did you manage to receive it in your casino account?

I'll be awaiting your reply.

I am writing to bring to your attention two pressing matters regarding my account with your platform.

Firstly, despite numerous attempts, I have yet to receive the sum of 2500 rupees into my account. This discrepancy has persisted despite my efforts to resolve the issue, and I am concerned about the delay and lack of resolution.

Secondly, I have encountered a significant loss totaling approximately 4 lakhs rupees due to withdrawal issues on 9winz platform. I have diligently provided all necessary documentation and evidence over the past 50 days in an attempt to rectify this situation.

However, I am disheartened by your recent response indicating an inability to assist further.Given the substantial nature of the losses incurred, I must request fair compensation for the inconvenience and financial detriment I have suffered.

I propose a compensation of 50% of the lost funds as a reasonable resolution to this matter.I implore your urgent attention and action on these matters.

As a valued member of your platform, I trust that you will prioritize resolving these issues promptly and satisfactorily. Your cooperation in this regard is crucial to restoring my confidence in your services.

Thank you for your attention to this matter. I eagerly await your response and swift resolution.

 I am writing to express my deep concern regarding the apparent collaboration between Casino Guru and 9Winz Casino, as well as the lack of responsiveness and action from your organization.

I find it perplexing that Casino Guru is seemingly teaming up with 9Winz Casino without addressing the queries and concerns raised by users like myself.

Despite providing evidence and documentation regarding issues with 9Winz Casino, there has been a notable absence of investigation or action on your part.

I am troubled by the possibility that 9Winz Casino may have influenced Casino Guru's stance on this matter through financial means, given the lack of accountability and responsiveness demonstrated thus far.

The delays in response times, often taking up to 7 days for a single reply, only exacerbate my frustration and disillusionment with your organization.As a user who has entrusted Casino Guru for guidance and assistance in navigating the online casino landscape, I am deeply disappointed by the lack of transparency and support provided.

It is disheartening to feel disregarded and ignored in the face of such significant issues.I urge you to promptly address these concerns, conduct a thorough investigation into the alleged partnership with 9Winz Casino, and provide me with a transparent and satisfactory resolution to the issues I have raised.

Restoring trust and confidence in your services is paramount, and I implore you to take immediate action to rectify this situation.

I am writing to bring to your attention an urgent matter regarding an uncredited payment of 10,000 rupees that I made to 9winz on April 5th, 11:56 PM.Despite completing the payment transaction successfully, the amount has not been credited to my wallet on the 9winz platform.

I have reached out to my bank, and they have officially confirmed that the payment was completed from their end.

Furthermore, I have engaged in multiple conversations with the 9winz chat support team regarding this issue. Unfortunately, instead of addressing the problem, they have been uncooperative and attempting to deflect responsibility by suggesting that the transaction was not completed.

I have attached screenshots of the payment transaction confirmation, as well as the official communication from my bank verifying the completion of the payment.

Additionally, I have included transcripts of my conversations with the 9winz chat support, illustrating their refusal to assist me and their attempts to manipulate the situation.I am deeply concerned about this matter and request your immediate intervention to resolve it.

I expect the 10,000 rupees to be credited to my wallet on the 9winz platform without further delay.Please acknowledge the receipt of this email and provide an update on the steps being taken to address this issue at your earliest convenience.

I am also attaching the another screenshot of the chat support.

Dear 9winz Casino,

Could you comment on this? Why the player's deposits were not credited to his account?

I'll be awaiting your reply.

Dear Stefan!

Thank you for reaching us. Kindly notice, that we were waiting for a reply from the payment merchant, and received next reply from them:

"This TXN is failed we haven't received the amount against this TXN, Kindly ask user to contact their bank in case amount not credited back." today, since respected player wasn't satisfied with our previous reply, therefore we've submitted a new request to check player's transaction, and received same reply today, unfortunately. 

Thank you for understanding!

I am writing to address a significant concern regarding a recent payment transaction. After contacting the bank, I received confirmation that the payment I initiated has been successfully processed from my end. Furthermore, I have already provided both 9winz and Casino Guru with screenshots of the office bank mail, verifying the completion of the payment.

According to the information provided by the bank, the payment has indeed reached 9winz. However, it has come to my attention that the third-party merchant associated with the transaction, which is under your jurisdiction, has not disbursed any funds to me.

Considering these circumstances, I kindly request that you promptly investigate this matter and provide documentation or evidence of the payment from your end. It is evident that the fault lies within your system, as the payment has been successfully processed from my side.

I urge casino guru to take immediate action to rectify this discrepancy and ensure that the payment is processed without further delay.

Dear Casino Guru Support Team,

I hope this message finds you well. I am writing to bring to your attention a critical issue regarding the crediting of funds into my wallet on the 9Winz platform.

Despite my repeated attempts and transactions, another 10,000 rupees have not been credited into my wallet. This is a significant concern for me as a loyal user of your platform. I rely on the seamless functioning of the wallet to enjoy the gaming experience provided by Casino Guru.

I urge you to take immediate and strict action against 9Winz to rectify this issue and ensure that such incidents do not occur in the future. Timely resolution of this matter is crucial to maintain the trust and satisfaction of your users.

Dear Casino Guru Support Team,I am writing to you with extreme concern regarding a serious issue I am facing on your platform.

Despite multiple attempts and transactions, a total of 32,500 rupees are missing from my account. This is an intolerable situation, and I demand immediate action to rectify this matter.

It is utterly unacceptable that such a significant amount of money has seemingly vanished without any explanation or trace. This is not only frustrating but deeply alarming, as it undermines the trust and reliability of your platform.I urge you to launch a thorough investigation into this matter and take decisive steps to recover the missing funds.

Additionally, measures must be implemented to prevent such incidents from occurring in the future. Users should feel confident and secure when using your platform, and the current situation is simply unacceptable.

Dear Casino Guru Support Team,

I am reaching out to you with a sense of urgency regarding a troubling situation I have encountered with 9Winz Casino.

Despite my repeated attempts to resolve the issue, I have been met with frustration and delay, leaving me in a precarious position.The problem began with difficulties in withdrawing funds from my account, which should have been a straightforward process.

However, instead of providing assistance, 9Winz Casino has been unresponsive and evasive, leaving me without access to my rightful funds.To make matters worse, I recently received alarming information from my bank suggesting that 9Winz Casino may be engaged in fraudulent activities.

This revelation has deeply shaken my trust in their integrity and has raised serious concerns about the safety of my financial information.I urge you to take immediate and decisive action against 9Winz Casino to protect your users from further harm.

This includes launching a thorough investigation into their practices, suspending their platform from your recommendations, and alerting the appropriate authorities to the potential criminal activity.The longer this issue persists, the more users may be at risk of falling victim to 9Winz Casino's deceptive practices.

Your swift intervention is essential in safeguarding the well-being of your community and upholding the reputation of your platform.

Hello VAISHAL,

Could you provide me with the bank statement from the date of deposit of 2500 INR till today? You can send it to my email address stefan.m@casino.guru. Please keep in mind that it can take up to 30 days to bounce the funds back to your bank account.

I'll be awaiting your reply.

Hello,

I am sending you the bank statement from the date of deposit of 2500INR.

Hello VAISHAL,

Thank you for the provided documentation.

Dear 9winz Casino,

Could you state if the funds will be returned to the Player's bank account?

I'll be awaiting your reply.

Dear Stefan!

Kindly notice, that this deposit was also unsuccessful on the side of player's bank, unfortunately. We've checked once again and decided to compensate this deposit manually, so it was added to player's balance. However we would like to ask Vaishal to contact their bank once again and clarfiy information regarding this deposit, they could reference our answer as a proof, that it was unsuccessful on the bank's side.

Thank you for understanding!

Kind regards,

9Winz

Dear 9winz and Casino guru,

I am writing to follow up on the pending payments related to our recent transactions with 9winz.As previously communicated, I have shared the official transaction details with your team multiple times.

According to our records, 9winz has only credited Rs 2500, leaving two payments of Rs 10000 each still pending.

Additionally, I would appreciate an update on the status of the remaining two payments of Rs 10000 each.

Dear Vaishal!

Thank you for your reply. Kindly notice, that those transaction were unsuccessful on the side of your bank, please contact them once again to clarify this moment, and you can use our replies as a reference that those funds were stuck on their side.

Thank you for understanding!

Kind regards,

9Winz

Dear 9winz casino and Casino guru,

I wanted to inform you that I have contacted the bank regarding the transactions, and they have confirmed that it was successful. According to their records, the funds have been successfully transferred to your account.

To provide official confirmation, I have attached the email received from the bank for your reference. Please review the attached document at your earliest convenience.

Following up on our recent correspondence regarding the transaction, I'd like to kindly remind you that while Rs. 2,500 has been successfully credited, an amount of Rs. 20,000 remains outstanding.

Dear Vishal!

Thank you for your reply.

I can totally understand your feelings regarding missing deposit, however please notice, that we've received information from the payment provide that those transactions weren't received on their side, it was checked few times, and answer was still same, unfortunately.

Thank you for your patience!

Kind regards,

9Winz

Dear 9winz and Casino Guru,

As per our previous communications, I have already submitted my bank statement to Casino Guru, which clearly reflects the successful transactions.

Additionally, I have received an official email confirmation from my bank stating that the payments were successfully processed and received by your organization.

However, it has come to my attention that despite repeated requests, there has been a delay or reluctance in providing proofs from your side.

Failure to provide the requested bank statement could potentially raise doubts or suspicions regarding the legitimacy of the transactions. Therefore, I urge you to promptly provide the bank statement from your payment provider to facilitate the verification process.

Your failure to provide payment provider's bank statement may be interpreted as guilt. Please address this matter urgently.

Dear Vaishal!

Thank you for your request.

Kindly notice, that payment provider is not a bank, therefore it's not able to provide a bank statement, unfortunately. Also we are not able to provide our internal information, or internal information of the payment provider here unfortunately, despite all my desire.

Thank you for understanding!

Kind regards,

9Winz

Dear 9winz and Casino Guru,

Despite repeated requests, 9Winz Casino has failed to furnish any evidence or documentation to substantiate the validity of the transaction.It is deeply concerning that despite your claims, no verifiable proof has been provided.

This lack of transparency and accountability only serves to fuel doubts about the integrity of your operations.Given the absence of evidence and your unwillingness to provide any form of verification, I am left with no choice but to demand the immediate return of the 20000 Rs in question.

Failure to comply with this request will only further reinforce the perception that 9Winz Casino is engaging in dishonest or fraudulent practices.

I must emphasize the seriousness of the situation at hand. If you continue to deceive me and waste my time, I will be left with no option but to take strict legal action against 9Winz Casino. This will include filing an FIR and contacting the cybercrime department, as advised by my bank.

I want to make it clear that I am not making idle threats. I am prepared to take all necessary steps to ensure that justice is served and that I am rightfully compensated for my losses or damages incurred as a result of your actions.

You have a final opportunity to resolve this matter amicably and to my satisfaction within the next two days. Failure to do so will leave me with no alternative but to pursue legal avenues without further delay.

I trust that you will understand the gravity of the situation and act accordingly. I eagerly await your prompt response and the resolution of this matter.

Dear 9winz Casino,

After examining the player's bank statement, it appears that the two payments of 10k have been successfully processed. Since the bank has issued a statement confirming this, the issue may lie on your end. Please investigate further if the problem continues.

I will be awaiting your response.

Dear Stefan, Vaishal!

Thank you for your replies, those deposits were compensated and already on player's account, however please notice, that they should return to player's bank account too, since they were unsuccesful.

Thank you for understanding!

Kind regards,

9Winz

Hello VAISHAL,

Could you confirm if you have received the 20k INR in your casino account?

I'll be awaiting your reply.

Dear VAISHAL,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.