Nine Win Casino - Player questions differing withdrawal limits.

Hi, it's not a complaint as such. But from reading your review a few months back you stated the withdrawal amount was 3000 per day and 30000 per month.

I am trying to withdraw funds but I'm told 1000 a day and 15000 per month.

I can't understand why this is as when making deposits there is no limit on what you can deposit in a day unless you state your personal preference.

E.g if I want to deposit 10000 and then try to withdraw 10000 it takes me one transaction to deposit but it's going to take me 10 days to get my money back.

That's not really honourable is it really.

Dear darrellrotherham2017,

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

Let me refer to our Fair gambling codex https://casino.guru/fair-gambling-codex-for-casinos#withdrawal-limits

The casino's point of view

Casinos generally use withdrawal limits to protect their cashflow, i.e., to avoid having to pay out a big win at once and to avoid causing issues to the company's finances.

The player's point of view

Players generally want to withdraw their winnings all at once, regardless of their size. Deposits are often unlimited and instant, so players don't understand why they should wait for their winnings to be paid out to them, which can take months in case of a big win and low withdrawal limits.

Our position

In the best-case scenario, there shouldn't be any withdrawal limits. However, we know that they are not going away, so we accept them as a part of the online gambling ecosystem if they are big enough. If they are too limiting, we decrease the Safety Index of the casino in question.

Our recommendations for casinos

Players should be able to withdraw their winnings, even if big, in a reasonable amount of time. In our opinion, withdrawal limits should be at least $10,000 per month, but the higher the better. Anything lower than that can be very restrictive for players.

I can understand your frustration, nevertheless, even with a change to a withdrawal limit of 1000€ per day, from 2000€ per day, the limit does not cause any penalty for the casino in our review.

I encourage you to stay patient so you can withdraw and enjoy your winnings in full.

Please let me know if there are any other issues surrounding your experience in the casino, if not, your complaint will be closed and our review updated.

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear darrellrotherham2017,

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.

I understand the logic to a certain extent. But it's wrong that someone could spend 20k in one day but when they come to withdraw say 20k, that person has to wait over a month to get the 20k back.

It's very frustrating when you're using your sister company nine casino and they have different policies. They can pay out up to 17000 a day and 30000 a month.

So how on one of your sites it's limited to 1000 a day withdrawal yet on your sister site you can take as much at 17000

Thanks for your point of view.

Please let me know whether there are any immediate issues with your withdrawal, or whether the payouts proceed smoothly. Please keep me informed about any further developments.

I think it's just a bit of a get-out-class really whereby the can't release more than a £1,000 a day I think it's about the shocking that they allow a customer to spend $10,000 in one day but yet when they're come to withdraw that $10,000 it's gonna take them weeks months even to get the money back which is not really a fair logic if you look at it that way.

It's also rather frustrating that the sister site to the company a company called 9 casino as these are called 9 wind casino the limits completely different and you can withdraw up to £17,000 per day now looking at that you would say that is not good business prospects is it.

Also if you decide to close your account down within your company rather than the funds being directly paid out to a customer because they are the funds you instead insist that if account is closed down the funds that they have won would stay in the online gaming account and the customer can no longer have them which is again terrible.

Also when recently been making withdrawals instead of the £1000 going into my account there has always been a short fall of around 30 to 35 GBP I am having to contact you in order to rectify this problem and then when the funds are returned to me they are paid directly into my betting account rather than my bank account again this is enticing customers to spend the money rather than withdraw it when they want to a very unfair process and a very unprofessional company.

When also question the company about this sister company they refuse to tell you information about them clearly state that we can answer questions about other companies under the one we're working for yet during one of my conversations with nine wind casino I received an email from the competitor or sister company which contained the exact conversation that I had with that company now if you was not a sister company how would they have access to that information I've provided all this information to your company yet you tell me it's nothing to do with you and I need to contact the alternative company again very unprofessional

The site is a fraud and completely misleading. Please see two examples

Firstly the site rules and regulations states that you can withdraw 3000 euro by bank transfer a maximum of 3 times per day. Please see attachment.

But when you try to withdraw these funds you're told you can't and the max is 1000 per day.

Also the site states if you close your account down. Which would prevent customers from gambling their funds away. They are told by customer service staff. If you close your account down you won't be able to access your funds and they'll remain in the account but it will be closed.

Yet the website states that if you close your account down funds which are genuine funds and not bonus funds will be refunded to you.

Please see a conversation with staff on the site compared to rules published on the website.

So staff members lie to customers to prevent them from taking money out of the site. A scare mongering tactic.

Went out question staff on these rules and present them with the evidence they say that they cannot comment on any information. And you never get an email frol anyone with an outcome.

Please can you clarify which is correct ?

You staff are quoting customers the limits are as followed

1000 per day

5000 per week

15000 per month

Or is it as your website states. 3000 in one transaction up to 3 transaction per day totalling 9000.

Both cannot be correct

If you'd like me to provide screen shot evidence of both these from your site and conversation with staff I can kindly do so.

Either your staff are misleading customers or your website is promoting misleading information which then again goes against your so called fair play policy.

I'll be gladly waiting your reply.

I understand your frustration.

Thanks for pointing out these contradictions in the casino's terms and conditions. Our review reflects information found here:

Have you been able to withdraw at least part of your winnings so far?

Some funds have been withdrawn yes but nothing on the scale of what should be enabled too. It's rather frustrating.

How can a player with over 50k in their account only be allowed to withdraw 1000 per day and they not be a VIP player.

It seems to be a VIP player you need to have lost a large sum of funds first.

None of your staff can state what a VIP player or when you become a VIP player.

Again, your site is misleading customers and promoting false advertising.

Staff are asked for accounts to be reviewed and this never gets done.

It's a very poor site and I won't be making any further deposits or playing your site again still it's rectified

Dear darrellrotherham2017,

Does it appear your withdrawal requests are processed without obvious delays when you request them?

Payments are being made 1000 per day max 5000 per week.

The site is enticing players to gamble their winnings and staff are misinforming customers of their rights.

If you have a big win and don't want to lose any of your funds. Request you close your account down. The rules clearly state that if you close you're account funds will be paid to you. You will only lose bonus funds.

Staff tell you if you close the account you lose the winnings. This ain't correct

Are there any specific winnings that were removed after you canceled a bonus?

Could you please submit screenshots of your interaction with the casino regarding the issue? Submit them here as screenshots or send the information to my email at tomas@casino.guru

Dear darrellrotherham2017,

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.

Hi, I've forwarded you some emails which may make it easier to explain.

The site is clearly breaking their terms and conditions and staff are misleading customers by not giving them the correct information.

I hope the email finds you well

Thanks for your email.

Please note some of the questions you asked, might be answered by looking at the casino reviews of the casinos in question: https://casino.guru/ninecasino-review and https://casino.guru/nine-win-casino-review

including license status, relations to other casinos, etc. We try to keep our database of casinos up to date and provide information to the best of our ability.

Do I understand you wish to close your account in the casino, and your current withdrawable balance is 35000 GBP?

In your previous comment you suggested that if you close your account, your funds will be paid to you, however, that doesn't necessarily mean the withdrawal limits will be circumvented.

Please let me know if there are any issues I might assist you with regarding your complaint.

Dear darrellrotherham2017,

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.