Nine Win Casino - Player's account access has been blocked.

Hello,

I have been playing over the last couple of weeks and have deposited in excess of 4000 GBP. When i tried to log into my account today it claims im from a restricted company after trying to withdraw just 200 gbp.

I contacted live support who gave me a few steps to follow to re-gain access which none of have worked.

How come this casino have let me deposit money and play being from a restricted country which i was un-aware of. I have proof of all my deposits made with ninewin casino if required.

Am i entitled to a refund on my deposits or at least recieving my withdrawal which they said has been processed. But as i cannot log-in i cant check this.

Dear danielharrisongg,

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.

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

Have you made any successful withdrawals before? 

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

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,

Veronika

Hello.

yes I sent in my identification and they confirmed I have passed verification checks.

yeah I understand and didn’t expect the deposits back but I tried to make a withdrawal and that’s when the access problems started. This is my first withdrawal with the casino

they would have seen previously by my identification which country I was problem but only became an issue when I tried to withdraw.

kind regards

dan

I have actually managed to contact customer support this morning after several attempts. And they told me my withdrawal had been processed. I’ll update further once I’ve received the funds

I would like to cancel this complaint. The casino have reinstated my access and also I’ve seen they are processing my withdrawal. Kind regards

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.