The player from the United Kingdom sought a refund since she should not have been allowed to sign up or deposit in the first place, and her inquiries had gone unanswered. The Complaints Team reviewed the situation and concluded that, according to company policy, assistance could not be provided in cases where a player from a restricted jurisdiction had registered and lost funds during gameplay. The complaint was closed as it was determined that the casino had the discretion to issue refunds, and no further action could be taken.
Nine Win Casino - Player requests a refund after deposit issues.
Closed
Our verdict
Unjustified complaint
Amount: £1,880
Nine Win Casino
Safety Index:HighCase summary
Discussion
Public
Public
10 months ago
The site does not allow uk players to sign up nor deposit or play for real money.
I should never been allowed to sign up or deposit or play
I deposited £1880 over time and want a refund as I could never play for real money or should been allowed to sign up
I have tried contacting the casino but they say it’s being looked into but never respond.
Public
Public
10 months ago
Dear Alex1012,
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 specify the current balance in your casino account?
Did you submit all the correct personal information in your casino profile, including your country of residence?
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
Public
Public
10 months ago
Hi
its 0 the deposit are from all time it’s only come to light that the don’t accept uk players
yes all the correct information
Public
Public
10 months ago
Thank you for your reply.
Please understand that, according to our company policy, we are unable to assist in cases where a player from a restricted jurisdiction successfully registered, deposited funds, and lost them during regular gameplay. We only handle complaints where a player from a restricted jurisdiction was allowed to register, deposit, and play, but upon winning and attempting to withdraw their winnings, the casino blocked the account and confiscated the funds due to the player’s location.
If the primary basis for your request is that the casino should not have allowed you to register and deposit funds, I regret to inform you that we cannot persuade the casino to refund the full amount you lost in regular gameplay. Ultimately, it is at the casino’s discretion to decide whether to issue a refund—either in full, in part, or not at all.
Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Veronika
