NineCasino - Player's deposits are delayed.

I am submitting a complaint regarding two deposits of €1,000 each made on December 23 and 24, 2025, which were never credited to my Nine Casino player account.

The payments were processed via ISX Financial EU Plc. A refund attempt was later made to my Revolut account, which was in the process of being closed. Revolut has confirmed that the full €2,000 was returned to the sender on December 30, 2025.

As of today, I still have not received my funds despite providing my updated bank details and all requested documentation multiple times.

Nine Casino states they are awaiting action or response from their payment provider, but more than 40 days have now passed.

Additionally, I have been negatively impacted by this situation:

• Deposit bonus (120% up to €1,500) was not granted

• My account was temporarily suspended

• VIP benefits were affected

• Lottery entries were cancelled

This issue was caused by the payment provider, not by any action on my part.

I request the immediate return of my €2,000 and fair compensation for the resulting disadvantages.

All supporting documents are available.

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Hello,

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

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

• Could you please clarify what the role of your bank was in the incident?
• Have you made previous successful deposits in the casino using the same payment method?

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

Best regards,

Tomas

Hello, thank you for your reply.

When paying the €2,000, my bank was open and I made these payments on 23 and 24 December 2025.

Usually, I receive the money credited to my gaming account very quickly. On that day, I was told that it could take several hours, given that it was the holiday season and beyond their control. I was told to wait a few days as it was a bank transfer. In the meantime, Revolut decided to close my account.

So, on 30 December, the casino's payment provider attempted to automatically return the money to my Revolut account. However, Revolut returned the money to the provider because the account had been closed.

Since the 30th, I have provided all the documents proving that Revolut had sent the money back to the casino provider, and I have sent another bank to receive my €2,000, but they keep asking me to wait, asking me for the same documents, telling me that the money has already been credited to my account, that they cannot find the money returned by Revolut. This is despite written and official proof from Revolut documents such as bank statements, emails and exchanges with Revolut.

Finally, Revolut told me that they had sent everything and that the only option left was for the payment provider to request a refund on their end in order to recover the money. This was over a month ago.

The money seems to be lost. The casino suspended my VIP account and I lost my VIP level. A week ago, they unblocked my account and I played, deposited and withdrew money, but yesterday they suspended my account again when I asked when I would receive my €2,000. The answer is always the same. We are waiting.

Please help me. This situation has been going on for two months now, and we're not talking about £20, but £2,000. It helps me eat and pay my rent.

Dear Malik682001,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Malik682001,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite NineCasino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Casino Guru Complaints Team,

I am writing to provide additional clarification regarding my complaint against NineCasino

First, I confirm that I have now received the €2,000 in question. However, it is essential to clarify how this occurred.

For more than two and a half months, my funds remained immobilised. During this entire period, NineCasino repeatedly instructed me to "please wait" and assured me that the matter was under review. Despite my numerous follow-ups, no concrete action appeared to be taken on their side.

Ultimately, I personally contacted their payment provider directly. Remarkably, one day after I reached out to the provider myself, the €2,000 was refunded.

This clearly demonstrates that the funds were recoverable and that action could have been taken earlier. It was not my responsibility to intervene with a third-party provider contracted by the casino. The burden of resolving payment issues with their own service providers should fall entirely on the operator, not the player.

As a result of this situation, I suffered several prejudices:

Immobilisation of €2,000 for over two and a half months;

Suspension of my account during that same period;

Repeated efforts and time spent chasing support;

Personal intervention required to recover my own funds;

Loss of lottery tickets and promotional opportunities during suspension;

Refusal of the previously discussed 120% bonus (up to €1,500);

Imposition of a €5,000 monthly deposit limit without transparent justification.

Regarding the deposit limit, NineCasino claims it is related to internal "account history concerns," although:

My responsible gambling assessment results are compliant;

The restriction was imposed despite my VIP status;

No clear or objective explanation has been provided.

They also refuse any form of compensation, arguing that withdrawals remained technically available during suspension. However, the practical reality is that my funds were blocked for months, and I was prevented from normal use of my account.

In summary, although the €2,000 has now been refunded, the underlying issues remain:

Excessive and unjustified delay in resolving a payment issue;

Failure to act until I personally intervened;

Lack of transparency regarding restrictive measures;

Refusal to provide any proportional compensation for the prejudice suffered.

I am therefore requesting your assistance in reviewing whether the operator’s conduct complies with fair gaming standards and player protection principles.

I remain available to provide any supporting documentation if required.

Kind regards,

Mâlik Schreiber

Dear Malik682001,

I am truly sorry that you had such a negative user experience. Unfortunately, in situations like this, there is often very little that can be done. Sometimes these issues occur, and it was simply unfortunate that this time it affected you.

Thank you very much for informing me that your deposit has now been credited — I truly appreciate the update.

I wish you the very best of luck moving forward, and I sincerely hope that next time we will be able to assist you more effectively should you need our help.