Nine Win Casino - Player having unresolved withdrawal issues and account closure.

I initially played on NineWin and won £1800 then £1000 both transactions where very good and came through next day after withdrawing, I then played for a week or so more and won a further £6500 in total I tried to make a withdrawal of £3000 (daily limit) and this was cancelled due to not being verified I sent over all documentation as requested then after a few days waiting my account was fully verified so I tried to withdraw again £2500 then over the next few days £1500, £500 and £800 all of the payments had been approved by ninewin and sent to the payment team for processing but then this morning all requests expect my original one for £2500 got cancelled for no reason it was left approved for 5 days. I contacted live chat on multiple occasions and was not given a straight answer just that I was to be escalated to the relevant team and they would contact me via email I have then also emailed support and had absolutely no response from them at all at first they have now responded but not explained or answered me directly. I was told it was an issue with FixiPay but they would not give me an option to use a different method they just said the issue should be resolved so try again I did this time for £4000 and £2000 as they upped my daily limit to £6000 but yet again they cancelled the request but they paid me this way twice previously, when I contacted the chat again they said it had been escalated but simply closed my account and have not been back in touch via email as they promised they would. So now I can’t even access my money that they owe me please help me.

Dear Theboy1986,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your winnings with the help of a bonus? 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello

thank you for looking into this for me.

I joined on I think the 30/03 and my account was closed yesterday 11/04 so about 2 weeks

They told me in live chat yesterday, initially they said I had requested this but then they said it’s because of terms and conditions ( I will attach the live chat)

I only played slots

no I didn’t use any active bonus only real money.

and yes I will forward the chat transcripts and screenshots shortly.

thank you.

Thanks for your messages.

Has the casino clarified the reason why your account was blocked since your last post, please?

No clarity just that’s it’s due to terms and conditions.

they have emailed once to say the will pay the funds in my account to me if I can send more bank details and pass verification.

i have already been verified and passed KYC as they have payed me multiple times previously. So I still have no idea if and when they will pay me the money owed.

the whole process is extremely frustrating.

thanks

Thank you very much, Theboy1986, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hi nine win have now contacted me and finally refunded all of the money owed.

so I am happy to close down the complaint.

thank you

Dear Theboy1986,

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,

Stefan, Casino.Guru