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Hi All,

I am making a complaint with nine casino. I’ve had an account with them approx 6 months. 

Firstly I was fully verified according to them without giving an address. Once I tried to withdraw a substantial amount they withdrew my verification and requested and address which I have supplied and has been verified since. 

Originally I grew my account to 14k lost 90% and managed to regrow to around 14k again. I attempted a couple of small withdrawals $100 and less. These went through no problem. As soon as I tried the daily limit they began to take ages to approve the withdrawal and would eventually cancel it after a week or so. There excuse was that it wasn’t them it was the banks fault. The only issue with this is that it wasn’t being sent to a bank but to a Binance account (crypto) which would be almost instantaneous once they send it. Therefore was never sent. 

After I raised this with them is when they removed my initial verification and used the address as an excuse not to pay me. Now that I have supplied the address and it’s been verified they are back to approving the withdrawal just to cancel it 24hrs later. I have screenshots of ever conversation and withdrawal attempt I’ve had with them. I will send some through and if you need any more I can send them too. 

Hello robcohen88,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nine Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, all winnings were made with real money not bonuses. My account has been fully verified since Friday the 9th now and they are still canceling every request for withdrawal I make.

Also I have attempted a $500 and $900 withdrawal today to see if they cancel for no reason again.

I’ve also attached some pics of emails they send that give absolutely no assistance and of my attempted withdrawals today that will no doubt be canceled again.

Both withdrawals were canceled 500 & 900 with no reason. I’ve attached a chat I had with their customer service after and they were absolutely no help. I’m

just an update, I’ve received an email overnight from nine casino. Requesting I try to withdraw yet again. I have attempted a $2500 withdrawal and will update whether this is canceled or not.

As predicted they have canceled my last withdrawal attempt with no reason.

Thank you robcohen88 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you robcohen88 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Thank you Peter,

I look forward to hearing their excuse for not releasing my money.

Hello

We kindly ask you for extension of timer

Best regards,

NineCasino Team.

Why do you need more than a week to respond? That is ridiculous. You need to release my funds to me.

this has been going on for almost 2 months now.

Hello

We kindly ask you for extension of timer, our specialists still work on this case. We will provide an answer as soon as possible.

Best regards,

NineCasino Team.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, dear robcohen88,

we hope you are doing well.

We are writing to let you know that all your withdrawals were already processed and paid, you should have already received the money. Could you confirm it please?

If you have any other question, don't hesitate to contact us.

Best regards,

NineCasino Team.

Thank you very much for the update NineCasino team.

Dear robcohen88, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear robcohen88,

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.

They removed the withdrawl process to Binance but allowed me to use a bank transfer eventually. Very disappointed with my experience at Nine Casino

Does that mean you were able to withdraw your winnings? Thank you!

Yes I was

Dear robcohen88,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter