Nine Win Casino - Player from restricted country had his account deleted.

The casino deleted my account after i noticed that they state in there T&Cs that UK players are not welcome here, After barclays my bank not long after placing bets here my suspicion began to rise and as soon as i questioned this casino they deleted my account. There no fair play here so i advised the casino i want my deposits back in excess of £500 since the bets that i placed there would never have paid out as UK players are forbiiden to play here with real money. However they still let you play and transact money.

Dear jamieomara6,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds or winnings have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here, but correct me if I am wrong, please.

If there is anything else, we could help you with, do not hesitate to contact us, otherwise, we will close this complaint.

Thank you for understanding.

Best regards,

Kristina

hows that so? if the casino is still allowing the customer to deposit despite there terms stating other wise there is no fair game play since the casino is still allowing the customer to deposit freeley whilst the customer doesnt know that there spinning blanks literally, so they would never win, ultimately still fuelling the pockets of management. This is what you call SCAM.

sorry theres seems be a part of my complaint missing i have only just noticed however yes winnings of mine were confiscated due to being from a restricted country. I won in excess of £1700 on fire joker after i paused the game to get my iban number i have never been able to access the website since then. I have tried reaching out to the casino on numerous occasions, to which they have not responded with me or told me to contact via email where i am met with constant same response of its with the department that never contact you. Since they deleted my account despite the terms saying UK players are not allowed there is nothing to prevent this from happening and they still allow you to with no warning. The total amount is £17`18 which is owed to me

I'm encountering additional developments regarding this matter, yet I find myself increasingly stressed by the situation. It feels like I'm being constantly tormented, facing misinformation and mishandling of my case by the staff. As evident in the live chat transcript below, I'm given conflicting information—first informed that my refund is processed, then told it's under investigation again. The constant back-and-forth in live chat, only to be directed to wait for an email update, adds to the strain. However, I haven't received any emails in over 10 days. Moreover, their actions contradict their own terms and conditions, which state that such issues should be resolved within 7 days and finalized within 48 hours. The process I've been subjected to extends far beyond these timeframes, and I'm finding it increasingly difficult to remain composed.

this is completely unprofessional and unfair and needs sorting

the casino have now blocked me on live chat and are not corresponding with me

why isnt anone responding to this case?

why isnt anyone replying to this ?

Thank you for your reply, jamieomara6. Please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Do I understand correctly that you had £1,700 in your casino account right before it was blocked? Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

the casino have responded, and they have refunded me $268 which they have advised is the total mount of my deposits which is a lie because i have the statements where it can be clearly seen that i have deposited a lot more then this, this i after they had advised that they was refunding me the whole amount

this was after they have tormented me wit it for a week, and i only received a partial refund yesterday. The casino also breached its own internal complaints procedure by going over the timeline it gives which is 7 days then a further 48 hours to be finalized, since they breached this i contacted curacao e gaming, at first i thought they were going to help since they even acknowledge the complaint, however ninepin then breach the material IP agreement with the executive which was a further 7 days, and for also not responding to any of my complaints or for even responding in the mediation thread, there was also several times (which i have on screenshot) the staff were telling me it had been issued, then another member of staff would say its with the corresponding team then another would say its on the way to my bank, only a day later for me to find out it hadn't even been processed yet.

THE CASINO HAS LIED TO THE CEG SAYING THAT MY FUL DEPOSITS WERE 268 WHEN I HAVE PROOF THAT THEY EXCEEDED THIS AMOUNT

Thank you very much, jamieomara6, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jamieomara6,

I'm Michal, and I have taken over your complaint. I have reviewed your case and while I agree that ideally, such practices should not be permitted, we are actively advocating for this change across all casinos. However, it's important to note that this hasn't yet become a universal standard within the industry. Therefore, it remains the player's responsibility to carefully read and comprehend the terms and conditions of each casino before creating an account.

I will still contact the casino to shed more light on this and to confirm the deposited amount that ideally should be returned to you.

We would like to invite Nine Win Casino to join the conversation.

Dear Nine Win Casino,

While I acknowledge that the United Kingdom is listed among the restricted countries in your terms and conditions, and the player should read them I believe a fair resolution to this situation would be to refund the player all deposited funds.

Could you please verify the total deposited amount? The player claims that it surpasses the amount already refunded to them.

Hello, dear all.

jamieomara6, thank you for reaching out to us regarding your concern.

We conducted a detailed review of your account and checked everything related to your deposits on our website. We can confirm that the amount of your deposits did not exceed 268 GBP, which we successfully refunded to the specified bank details.

Dear CasinoGuru team, we have provided you with all the evidence via email.

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

Best regards,

NineWin team.

Dear NineWin Team,

Thank you for your response and the email with the evidence confirming all the player's deposits made to your casino.

Dear jamieomara6,

As mentioned by the NineWin Team, you have received all your previous deposits, which you were entitled to. Again, I can agree with you that casinos should not allow players from restricted countries to create accounts and deposit their funds, and we are actively advocating for this change across all casinos. However, it's important to note that this hasn't yet become a universal standard within the industry. Therefore, it remains the player's responsibility to carefully read and comprehend the terms and conditions of each casino before creating an account.

Unfortunately, after gathering all the necessary information and evidence, it was discovered that the casino team acted fairly and returned you all your previous deposits amounting to 268 GBP. We believe this is a fair resolution of your situation and therefore are forced to reject this complaint as unjustified. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru