The player from Germany, a Gold Level member, claimed that her €180 bonus had been reduced to €50 after she met the wagering requirements, despite having a balance of over €1,000. She had contacted support, who acknowledged a system error but maintained a maximum winnings conversion limit of €50, leaving her feeling unfairly treated. The Complaints Team recognized the frustration caused by conflicting information from casino representatives regarding the bonus terms. However, it was noted that the casino had acted in accordance with its established terms and conditions, and as the player's account had been closed due to gambling addiction, the casino was under no obligation to issue compensation. Consequently, the complaint was rejected.
Nine Casino - Player's bonus winnings have been reduced unfairly.
Closed
Our verdict
Unjustified complaint
Amount: €1,400
Nine Casino
Safety Index:Very highCase summary
Discussion
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9 months ago
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Hello dear Casino Guru Team
I'd like to describe my problem. As a Gold Level player, I received a €180 bonus on July 4th. After meeting the wagering requirements and having a balance of more than €1,000, this bonus was not converted into real money but reduced to €50! I contacted support, and Luke told me it was a system error. He told me that bonuses have a maximum winnings wagering limit of 10x! But €180 is €1,800, not €50! I'm attaching the chat transcript! Yesterday, support informed me via email that there's a maximum winnings limit of €50. That can't be right, can it? It's also unacceptable that live support promises me something and then suddenly doesn't...
Chat history with Luke from support:
"I'm Luke from the loyalty department. I'm happy to answer any questions you may have. 💪
Since I don't speak the language, I use a translation tool to communicate.
Andrea, please allow me to check the chat. I'll be right back.
I
OK
Agent's avatar
Thank you. One more minute, please.
I
Only after the wagering requirements have been fully met will the remaining bonus winnings be converted into real money and withdrawable." This is the email from the system.... The remaining bonus winnings will be fully converted into real money after the 35% wagering requirements have been met....
Agent's avatar
I'm assuming you've won more than you could convert into real money with your bonus. Most of our bonuses have a maximum winnings conversion limit of 10x.
I
The bonus was €180. After meeting the wagering requirements, my account balance was over €1,000...
Then suddenly to 50
I find this extremely unfair, and it's different at other casino sites. There, the entire bonus money is converted... If this isn't the case here, there's nothing you can do, but then I won't play here anymore.
Agent's avatar
Andrea, okay, I understand, what's the problem? I'll forward it to the relevant department immediately. The maximum profit setting was incorrect.
I
That means?
Agent's avatar
I mean, I understand the problem. I don't know why the translation tool put a question mark.
The maximum win should have been 1800 EUR, not 50."
So far, the bonus money has not been converted into cash...
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9 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Could you please send me a link, an email, or a screenshot of the 180€ bonus you activated and played with? Did you receive this bonus via email, or did you find it in your casino profile? If you received it via email, please forward me the bonus offer at veronika.f@casino.guru.
Was it a deposit bonus, or a free, no-deposit bonus?
What specific terms were stated regarding the bonus and its conversion limits when you received it?
Have you used any similar bonuses from this casino before? If so, were they capped similarly?
I hope we will be able to help you resolve this situation 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.
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9 months ago
TranslationHello Veronika
I don't think I've ever had a bonus like this before. It was a no-deposit loyalty bonus, and there were no wagering requirements. However, when my account balance was reduced from over €1,000 to €50 after meeting the wagering requirements, I became suspicious and contacted support. "Luke" told me it was a system error and that the maximum winnings would be ten times the bonus, meaning €1,800, not €50... Unfortunately, I haven't received any emails; I can only provide screenshots from the live chat... I sent most of them via email. Here, however, is the screenshot in which Luke wrote about the system error. If I'd known then that they were reluctant to convert the bonus money into cash, I wouldn't have deposited a single cent more! Truly disappointing! Best regards, Kora76
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9 months ago
TranslationGood morning. This morning I asked the casino again for a bonus. The response from casino support was: "Thank you for waiting! I'm happy to offer you a 142.5% cash bonus or 200 free spins. Which would you prefer?"
If you want to get a bonus with no maximum winnings, I recommend a cash bonus, as it has no such restrictions."
Screenshot attached!
So why am I only credited €50 with my other bonus after meeting the wagering requirements? Here, support clearly states that there are no restrictions on a no-deposit bonus!
"Once the wagering requirement is met, the bonus money becomes real money."
This is what it says
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9 months ago
TranslationHere's a screenshot of the €180 bonus from July 4th, which I wagered and my bonus money was NOT converted into cash, and the €142.50 bonus from today, July 11th.....
The support clearly states that there are no restrictions!
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8 months ago
I have checked the Bonus section of Nine Casino, and this is what I found:
Maximum win from no-deposit bonuses
The maximum winnings resulting from any no-deposit offer are capped at 50 EUR or an equal amount of the respective currency if not stated otherwise.
Since you received a free, no-deposit bonus, the maximum cap of 50 EUR applies as mentioned in the Terms and Conditions.
I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limits to be unfair and predatory, only when they are applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.
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8 months ago
TranslationHello. Then I wonder why support is telling me the wrong thing. The same applies to the bonus from July 11th. Here, support clearly told me that there are NO restrictions on the cash bonus (see screenshot above). That's a scam, right?
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8 months ago
TranslationSo, I received another cash bonus without a deposit. The bonus terms and conditions state that after meeting the wagering requirements, the bonus money will be converted into real money.... It doesn't say anything about €50, or a pro rata amount, or anything like that! The bonus money will be converted into real money... So why was my account balance reduced from over €1,000 in bonus money to €50 after meeting the wagering requirements?
BONUS MONEY:
Third section: "Once the wagering requirement is met, the bonus money becomes real money."
Then the bonus terms and conditions are incorrectly described here... So, I am entitled to the winnings after meeting the wagering requirements, right? It's written quite clearly in black and white...
Best regards
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8 months ago
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It also states here that after the wagering requirements have been met, any remaining bonus winnings will be converted into real money.... It couldn't be clearer...
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8 months ago
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and even this AI chatbot says this: Only when the wagering requirements are completely met, the bonus winnings will be credited as real money and can be paid out.
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8 months ago
TranslationGood morning. Below are two pictures that illustrate why I'm so upset and why I feel justified. Picture 1
shows the bonus conditions after winnings from free spins. There is a maximum winning amount here.....Automatic translation:
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8 months ago
TranslationImage 2
This comes from a cash bonus. The bonus terms and conditions do not mention a maximum winning amount. This is also confirmed by a message from support. See screenshot above. A cash bonus has no winnings limit after the wagering requirements have been met!
I have the feeling the casino is interpreting it the way they want it to. It's probably almost impossible to meet the wagering requirements. But even if it is, the bonus money isn't fully converted, but drastically reduced. So it can't be that more than €1,000 is being deducted from me, even though support and even the chatbot confirmed that there are NO restrictions. I can't provide any more evidence. It's quite clear that I've been ripped off, isn't it?
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8 months ago
TranslationI just asked support specifically what restrictions there are for no-deposit bonuses. This was the answer
Name:
Andrea XXX
E-mail:
andrea200XXX
Agent's avatar
Hello and welcome!
Please wait a moment while I connect you with our team.
You have been referred to: Vikky.
Agent's avatar
Hello! Welcome to our support chat!
Vikky:
I'm Vikky, part of the support team, and I'm happy to help you.
I:
Good morning. I have a question. If I receive a cash bonus (no deposit required), are there any restrictions after meeting the wagering requirements, or will the bonus money be converted entirely into cash?
Agent's avatar:
You will receive your winnings in cash after meeting the wagering requirements, if I understand you correctly, Andrea.
I:
That's my question. Will the bonus money be converted in full? 1:1?
Or are there restrictions on the amount of winnings?
Agent's avatar:
One moment please, Andrea!🙏
Thank you for waiting🙏 There are limits on bonuses - the maximum win is 10 times the bonus amount, but the conversion of bonus money into real money is 1 to 1, Andrea
It really couldn’t be clearer!!!!
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8 months ago
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unless otherwise stated.....
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8 months ago
TranslationNone of my cash bonuses mentioned €50 in the bonus terms and conditions. And this is supposed to be the case for the one where I actually met the wagering requirements?
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8 months ago
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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8 months ago
Hello there,
Thank you Kora76 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask NineCasino for their help in resolving this complaint. We would like to know why were the player's winnings capped and what can we do to help resolve this issue.
Thank you!
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8 months ago
Dear Kora76,
We would like to kindly clarify that the bonus you received was issued as a no-deposit loyalty offer, granted via chat as part of our ongoing appreciation for our valued customers.
As outlined in our Bonus Terms, under Accounts, Payouts & Bonuses, Clause 3.23 and 7.1, loyalty bonuses including free spins or cash are subject to a maximum win restriction of €50 or equivalent. This limit has been correctly applied upon the completion of the wagering requirements.
Please note that the 10 times maximum win rule generally applies to most deposit-based bonuses. However, this may vary depending on the specific promotion or special offer. For full transparency, once any bonus is activated, you can view its terms and conditions by clicking the "i" icon within the bonus hub.
Kindly remember that the casino operates strictly in accordance with its Terms and Conditions, which all players agree to upon registration.
Dear Peter,
We have sent you an email confirming the details of the bonus in question.
Best regards,
NineCasino
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8 months ago
TranslationDear Ninecasino team.
The whole transparency thing isn't quite true....
This bonus comes from free spins and the maximum win is declared here...
This is a no-deposit loyalty bonus. Where does it say anything about maximum winnings?I also ask you to check the chat history.
On July 4, your support agent Luke informed me that a system error had occurred and that the maximum winnings for my bonus were €1,800...
I'm also wondering why support is telling me the wrong thing about the bonus from July 11th. Support clearly told me that there are NO restrictions on the cash bonus (see screenshot above).
And finally, see chat history with Vickky:
Good morning. I have a question. If I receive a cash bonus (no deposit required), are there any restrictions after meeting the wagering requirements, or will the bonus money be converted entirely into cash?
Agent's avatar:
You will receive your winnings in cash after meeting the wagering requirements, if I understand you correctly, Andrea.
I:
That's my question. Will the bonus money be converted in full? 1:1?
Or are there restrictions on the amount of winnings?
Agent's avatar:
One moment please, Andrea!🙏
Thank you for waiting🙏 There are limits on bonuses - the maximum win is 10 times the bonus amount, but the conversion of bonus money into real money is 1 to 1, Andrea
(See screenshot above)
Three employees either told me there was no winnings or a maximum winnings amount of 10 times the bonus amount. And now you're citing the general terms and conditions?? Those were clearly false statements!!
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8 months ago
TranslationDear NineCasino team.
What do you say to what your employees said???
Greetings
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8 months ago
TranslationI also found a statement from Moritz on July 6th, in which he told live support that there really was an error on the casino's side, as the chatbot was setting a maximum win of €50 instead of €1,800! See screenshot! 
Moritz: "Thanks for waiting, Andrea! I see my colleague Luke escalated your issue to the technical department yesterday. Unfortunately, it hasn't been reviewed yet. There really was an error on our side, as the chatbot that gave you the bonus set the maximum winnings to €50 instead of €1,800. This issue will definitely be resolved. Sorry you're waiting. 😔 Thank you for your patience 🙏"
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8 months ago
TranslationHello dear Peter...
I'm also stuck in NineCasino's VIP chat. They keep referring to the general terms and conditions.
My statement that four employees told me something different is ignored at all...
But the more I read the chat history, it was clearly a mistake on the part of the casinos
Let me summarize again:
Statement Luke: System error!
Moritz's statement: Mistake on the part of the casino
Jeriko's statement: "If you want to receive a bonus without a maximum win, then I recommend a cash bonus, as it has no such restrictions."
And then there's Vikky's response to my question. And here I specifically asked about the wagering requirements, or rather the maximum winnings for a NO-DEPOSIT bonus!
The more I read the chat history, the more I feel like I'm being made to look stupid. 4 statements from support staff!! A supposedly false statement can happen, but 4????
In the VIP chat, they just say they can't do anything about the support staff's competence. That's really a disgrace, or am I just missing the point? After all, this isn't about €10 or €20, but about almost €1,400, which I theoretically could have cashed out.
Kind regards, Kora76
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8 months ago
TranslationHello Peter. Will the complaint be reviewed further, or will it not be investigated further?
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8 months ago
TranslationDear NineCasino team.
As I already communicated via email, I'd be happy to make you an offer. No one responds via email...
You will either make the amount of bonus money available in cash (just under €1,400) in my account upon meeting the wagering requirements available for withdrawal without further wagering requirements, or you will pay it directly into my bank account. I will, of course, sign a waiver letter, and then you will gladly close my account. I will then waive my cashback and rakeback and have no further claims! Then you'll be rid of me, and of the complaint against Casino Guru.
Please let me know about this.
Best regards
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8 months ago
Dear NineCasino Team,
I understand that, according to your Terms and Conditions (specifically Clauses 3.23 and 7.1), loyalty bonuses are subject to a €50 maximum win cap. From a policy standpoint, your actions align with those rules, and I appreciate your commitment to enforcing consistent standards.
That said, I would like to highlight that the communication surrounding these bonuses appears to have caused some understandable confusion. The player has cited multiple interactions with support agents that conveyed conflicting information, including references to a maximum win of €1,800 and even statements that there were no restrictions on winnings for certain bonuses.
This inconsistency in support messaging seems to be the core of the issue — not the rules themselves, but how they were communicated. Even though the Terms are available in the bonus terms, a customer reasonably expects support agents to provide accurate and consistent guidance, especially when seeking clarification in real time.
To help preserve trust and goodwill, might I suggest considering a goodwill gesture for the player — not necessarily a reversal of the decision, but perhaps a small token of appreciation such as a free spins offer, a small unlocked cash bonus, or a personalized loyalty gift? This would go a long way in acknowledging the miscommunication without compromising your terms.
I believe this could help both sides feel respected in this matter and reinforce the value NineCasino places on customer experience and transparency.
Thank you for your reconsideration.
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8 months ago
TranslationDear Peter. Thank you for your comment!
However, I see all this a little differently.
I think a few free spins or a small cash bonus would be really unfair. Ultimately, we're talking about almost €1,400!
If it had been a false statement... I wouldn't have said anything. But there were four false ones! Let's take Vikky, for example. She apparently wasn't sure and asked me to wait in the live chat, presumably to double-check. And then she says the maximum winnings are 10 times the winnings.
After so many false statements, I expect the converted bonus money to be credited as a gesture of goodwill. Especially VIP and Gold players should be accommodated in the interest of fairness. I think my above-mentioned offer is truly fair, as I would forgo my cashback, which is now back up to just over €160.
What is support for? All I can do is ask, and if I'm promised something, I believe it.
Best regards
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8 months ago
TranslationSo. The casino isn't willing to give in.
"Thank you for choosing our casino! I have reviewed the information regarding the situation you mentioned. Apparently, you converted your bonus on July 4, 2025, at 10:37:05 PM and met the maximum winnings requirement.
According to server data, you had EUR 1,230.40 in your account, which was reduced to EUR 50, resulting in a total of EUR 1,180.40 deducted. I'm sorry you met such a rare requirement—this is indeed a rather annoying delay for players. However, I must admit that this rule is official, and you can check your potential maximum winnings in the bonus terms and conditions in your bonus hub. Here's the link to the bonus hub. I've also attached a screenshot showing where to click to review the bonus terms and conditions.
I must confirm that we will not refund any money deducted in this way."
The link to the bonus terms and conditions is, in my opinion, complete nonsense and misleading. I included screenshots in my previous posts. Firstly, the bonus terms and conditions for a cash bonus. 
, which does not mention a maximum profit.
On the other hand, bonus conditions for bonus money won from free spins 
. That's the topic, you can look it up! Simply ridiculous!
My reply by email to the casino:
"You too must understand that sometimes everything is very confusing and that's why you should ask support!
And here, four clearly false statements were made! As a player, you're supposed to feel like you're in good hands? Definitely not!
I will definitely not withdraw my complaint as I feel I have been treated unfairly!
How would you feel? Would you simply accept false statements if you were dealing with €1,180.40? I doubt it!
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8 months ago
TranslationNow I have another problem with this casino!
I shouldn't have been allowed to play here anymore!
In October 2023, I requested that Ninecasino immediately and permanently close my account due to gambling addiction. This happened on October 18, 2023. In June 2025, I became aware of the casino again through an advertisement, but I was able to reactivate my account without any problems. As a gambling addict, you would do anything to continue gambling, including reactivating an account. In my opinion, the casino should never have reactivated my account, as I requested PERMANENT ACCOUNT CLOSURE DUE TO GAMBLING ADDICTION (EXPLICITLY MENTIONED!) at the time. When I reopened the account, they didn't even ask me about it.
I contacted the casino for the first time three days ago, requesting that they send me my data protection request and information request pursuant to Art. 15 GDPR in a compressed file (zip file). Unfortunately, they always refer me to my account. I would find everything there. Unfortunately, my account does not contain either the chat history from 2023 or the email exchange in which I requested that my account be permanently closed. I need your help here. Firstly, I need the information request (see below for the text I sent), which is clearly being denied to me here. Secondly, I request the casino to pay me all the amounts deposited since the account reopening (from June 2025) of €25,975, less, of course, the paid-out winnings of €13,500. €12,475. A gambling addict should be protected, especially since I explicitly pointed out my gambling addiction in October 2023. In my opinion, an account closed due to gambling addiction should never be reopened.
To:
NineCasino
My name
My address
My date of birth
My email address
July 31, 2025
Subject: Provision of information pursuant to Art. 15 GDPR
Dear Sir or Madam, I am writing to you today to obtain information about the personal data you have stored about me in accordance with Article 15 of the General Data Protection Regulation (GDPR). Please tell me which personal data you have stored about me, for what purpose this data is used and whether this data has been passed on to third parties. I also ask you to send me a copy of the stored data within the meaning of Art. 20 (1) GDPR in a structured, common and machine-readable format. My request explicitly includes all other offers and companies for which you are responsible within the meaning of Art. 4 No. 7 GDPR. According to Art. 12 (3) GDPR, the information must be provided immediately and in any event within one month of receipt of the request. According to Art. 15 (3) GDPR, it must be provided free of charge. According to Article 12 (3) GDPR, I have the right to prompt and comprehensive information. I therefore request that you provide me with the requested information within one month of receiving this letter. I assume that this information will contain all information (even before I reopen my account!) about: - the information stored about me, such as my name, address, and account details - the games I have played and their results - my deposits and withdrawals with all the details you have stored - all personal communication between you and me - any other information. Should you not respond to my request within the specified period, or if the information provided is incomplete or incorrect, I reserve the right to contact the relevant data protection authority and have further legal action examined.
Sincerely, xxx
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8 months ago
TranslationI have just gone through the reviews of the casino and found a review by susanboehm3011
visitors
Germany
• 10 months ago
Found someone who was annoyed about the bonus terms and conditions.
NineCasino commented on this:
"NineCasino
Hello!
We're sorry our website didn't meet your expectations. However, we always strive to reward our customers with good bonuses. Of course, all bonuses have their own wagering requirements, but after meeting them, you can receive your bonus winnings.
The wagering requirement indicates how many times the bonus amount must be wagered before the money becomes real. You can find the rules in the "Promotions" or "Bonus Terms and Conditions" sections.
We hope for your understanding.
Best regards,
NineCasino team."
Aha! .....AFTER THESE ARE MET, YOU CAN RECEIVE THE WINNINGS FROM THE BONUS.
The wager indicates how often the bonus amount must be wagered before the money becomes real.
Nothing about maximum winnings.....
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8 months ago
Dear Kora76,
We would like to inform you, in reference to the previous message, that all bonus-related conditions and rules can be found in our Bonus Terms and Conditions. Please note that users who do not wish to receive bonuses have the option to opt out and play using their own funds, in which case no bonus-related restrictions would apply.
We are truly sorry to hear about the difficulties you're experiencing. Please rest assured that we take gambling addiction and responsible gaming extremely seriously. Your account is currently suspended, meaning you are unable to play or deposit funds at this time. The matter is being reviewed by our dedicated team, and you will receive a response as soon as possible.
Additionally, due to the recent findings, we are currently unable to offer any bonuses. This is related to potentially misleading information shared via chat, although we would like to clarify that most agents were not specifically asked about the particular bonus in question. Furthermore, the bonuses we offer may vary and are not all the same, as clearly outlined in our Bonus Terms and Conditions.
Dear Peter,
We have sent you an email with further information. Kindly review it at your earliest convenience.
Thank you for your time and understanding.
Best regards,
NineCasino
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8 months ago
TranslationGood morning. My account has been closed. Apparently, I didn't mention any gambling addiction when I first closed the account. That still leaves problem 2: the unconverted bonus money.
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8 months ago
Thank you for the information NineCasino representative.
Dear Kora76, While we understand the frustration this situation has caused, the casino has acted in accordance with its established terms and conditions. It is acknowledged that the casino representatives provided you with incorrect information regarding the bonus; however, the bonus terms and conditions ultimately govern the casino’s operations.
The casino has offered compensation in the form of a bonus; however, as your account has been closed following comments you made regarding gambling addiction, the casino is under no obligation to issue such compensation. Bonuses are not guaranteed entitlements and may be withheld or revoked at the casino’s discretion, particularly in cases involving account closure.
For the reasons outlined above, this complaint will be rejected. We appreciate your understanding and regret that we could not be of greater assistance in this matter. Please feel free to contact us if you encounter any issues with this or any other casino in the future.
Kind regards,
Peter
