Nine Win Casino - Player's account has been closed after winnings.

after a huge win and credit of over £200000 .. I was delayed into making a withdrawal as verification was constantly denied… I provided more than enough proof of identity and proof but still refused verification..since that I’ve been treated unfairly to deposit money and bonus money and now they have closed my account

Dear y7gqj8w9sb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Which documents did you provide? Did the casino explain why your documents were rejected?
• Can you please clarify the dispute value? The disputed value you entered while submitting this complaint doesn't match the value from your message. How much money is being held in your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear y7gqj8w9sb,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.