Nine Win Casino - Player’s account blocked after depositing.

I joined nine win and deposited £50 and was given a bonus and played . My account was blocked. I then found out that uk players are restricted from playing. Why then would they allow me to open an account , let alone deposit and play? I am looking to get my £50 back. I have an email from the casino refusing to refund me. I have told them I have been misled.

Dear Casbar1,

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

When attempting to register a new account from the UK I was presented with the following announcement:

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

• When have you created an account in the casino and made a deposit?
• Have you accessed the website purely from the UK?
• Have you indicated the correct country in your player profile before making a deposit?

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

I

i joined on 13/5/2024 and deposited £50 on that day . I would have entered my full UK postal address at the time of joining. I accessed the casino whilst in the UK. I contacted the casino to ask why I am allowed to open an account and they seem quite happy to allow UK players to join but why? It makes no sense. I have emails from them in response to my emails to them and also screenshots of chats where I was told if I win I can withdraw and also that I am permitted to play. I would not have joined knowing that I am playing with my real money to find out that I’m playing for fun! Why would anyone do that? I can play any slots for fun and it’s free on lots of websites

Just to clarify. I was not presented with the photo you show about not being able to access the website. I actually opened an account and was able to open it and play. They closed my account after this. I feel disgusted with them and want my deposit back

Hello do you have an update?

I am sorry for the late reply.

Were you presented with any justification as to why your account was blocked and the balance withheld?

Did the interaction with the casino above take place before or after your account was blocked?

The reason I believe my account was blocked I think is because Nine Casino blocked my account and as I have said Nine win are linked to them. So if one account is blocked then any linked casinos will . The thing is I deposited the £50 and played using a bonus on nine win and then found out that Uk players are restricted. This to me meant that I should not have been allowed to open an account let alone deposit. The account at Nine Casino was blocked after I deposited £110 which I lost. After discussions however with Nine they refunded my deposits. I want the same from Nine Win. The interaction with the casino took place before my account was blocked, They really don’t know what they’re doing!

Update. The casino are sending me emails still asking me to join! Ridiculous . I want my £50 back

Further update. Nine casino refunded my deposits totalling £110 and as I have told you Nine win are connected to Nine . That’s why my account was blocked at the same time as Nine blocked my account. Therefore Nine win need to return my £50 because they should not have allowed me to create an account in the first instance. I want my money back

Dear Casbar1,

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. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. 

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).

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified.

Honestly you just repeat yourself over and over. It’s not helpful. I should not be permitted to open an account. It’s simple. I want my £50 deposit back .

The casino has asked me for ID and proof of address and bank account and I believe they are going to refund my deposit. The only issue is that they are taking their time. They asked me for proof of bank and address then a week later they ask for ID! I’ve chased them up umpteen times and still waiting

I hope the casino will refund you, but please understand it might take up to 30 days.

Could you please share any correspondence in which the casino informs you about their decision to process a refund? Send it to my email at tomas@casino.guru or share screenshots here.

i have sent you an email .

Thanks for your email.

I hope your refund will be processed in due time. Due to the aforementioned reasons, this complaint will now be rejected.

Thank you for your understanding, I am sorry we could not be of more help on this occasion.

Please do not hesitate to contact us if you run into issues with any online casino in the future.