Nine Win Casino - Player's account closed and winnings not paid out.

Won €24010 with Ninewin. Tried to withdraw and had to do further verification. Did this and the emailed saying I was fully verified. Even congratulated me in the LiveChat. Tried to withdraw around daily limit each day for a week. They then cancelled these saying it was an issue at their end. Went to withdraw an again and they changed the withdrawal method to Genome. This didn’t work at all so my money was trapped. I complained and they told me I cancelled the first withdrawals, even though they told me it was their issue. When complained further about not getting my money they just closed my account without reason. A couple of days later they refunded my deposit without me asking. I want the winnings due to me. They had promised in writing that these would be paid in full. I have all LiveChat transcripts, emails, screenshots etc.

Dear ndmz5yg5xw,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi Petronila,

Thanks for message. Please find my responses below -

• I joined Ninewin on 27/04/2024. I first attempted verification on the 28/04/2024 and was told I was fully verified. I then tried to withdraw and was told I needed further verification. I completed the steps they asked and was told I was fully verified again on 30/04/2024. This is when I started to try and withdraw. My payments were approved.

• I initially won just over €1000 on a football bet with a €40 stake. I then used this winnings to play slots. Most of the slots played where the ‘Big Bass’ ones by pragmatic.

• My winnings were not accumulated with a bonus of any kind.

Thanks

Thank you very much, ndmz5yg5xw, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ndmz5yg5xw,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Nine Win Casino’s representatives to join this discussion in order to resolve this issue.

Dear Nine Win Casino,

Could you please provide additional information regarding this case? Specifically, what are the reasons for the player's account being closed and winnings being held?

Best Regards,

Jakub

Hello, dear all!

We would like to inform you that since this matter is being handled at the licensing level, and our representatives are engaging with the licensee to resolve the issue, we kindly ask that you check the updates on the main complaint you have filed, as the matter is still being processed.

As this is an ongoing situation involving our licensing partners, we are limited in the specific details we can provide at this time. However, please be assured that we are actively working to find a suitable resolution.

We appreciate your patience and understanding.

Best regards,

NineWin Team.

Dear Nine Win Casino,

Thank you for providing an update on this situation.

Dear ndmz5yg5xw,

Could you please share your communication with the Licensing Authority to my email address at jakub.m@casino.guru? This will help us gain another perspective on the issue and understand all possible outcomes.

Thank you in advance!

Hi Jakob, will do

Nine Win Casino - the resolution would be to pay me the money that I won, the money that you assured me was en route to my bank account…

I’ve gone through some of the solved cases and some have been in the same situation as me and have had their winnings paid, apparently. Surely I should receive the same outcome?

I’m sorry Ninewin but is there really a need to keep me waiting this long on a decision. What is the excuse for you not paying my winnings? I was fully verified, you were fully aware that I was from the United Kingdom, you knew that as soon as I joined. I complied with everything asked and I have the email informing me that I was fully verified.

So can you please tell me what the issue is? Why did you cancel my account and are refusing to pay me??

Dear ndmz5yg5xw,

I apologize for the delayed response.

Based on the current information, I see no reason why your account should be closed or your winnings withheld. Are there any new developments regarding CEG? Have you received any updates on the resolution process? Since the casino has stated it will not comment on the case until the licensing authority completes its investigation, we have no choice but to wait for the authority's verdict.

Thank you for your continued patience and cooperation.

Dear Nine Win Casino,

I understand that you may not be able to predict how this player's issue will be resolved at this time. However, it would be a valuable gesture of goodwill towards all parties involved if you could at least indicate why the player's withdrawal was denied and his account locked. We can surely agree that this approach is not fair, and the player deserves to know the reasons behind this decision, especially since it was made following a significant win.

Thank you in advance for your response!

Hi Kubo,

Thanks for your message. Yes I don’t see any reason why I shouldn’t have been paid either! Let’s hope they do the right thing.

No, I’ve not had any updates from either Ninewin or CEG. I will let you know if I do!

Thanks again!

Still nothing from Ninewin or CEG. If they do turn around and say that I’m not entitled then I think it’s only fair that players know that they will take money from ‘restricted’ countries but won’t pay out. Let’s be honest, if I had lost money and then claimed that I shouldn’t have been playing anyway as my country was ‘restricted’ then they would have placed the blame on me. It’s only because I won they refunded me.

They have also changed the withdrawal limits so if they do say I’m eligible it’ll probably take half a year to withdraw. Alsolutely ridiculous.

So I’ve reached the 14 days since receiving CEGs email stating that a decision should be made within this timeframe. Up to 28 days for complicated cases - how on earth is this complicated?? Ninewin gladly took my money knowing where I was from, they just didn’t want to pay out money! They are destined to lost custom over this as most of their players are from the UK I’d imagine. If they were to find out that Ninewin were exploiting them but refusing to pay then I’m sure they’d turn away in their droves!

Dear ndmz5yg5xw,

I have contacted the casino representative but due to your complaint to the regulatory body, the casino is unable to disclose any information until a decision has been made. I will close this complaint as "waiting for a decision from the regulator" for now. Once you have a response, please forward it to my email address at jakub.m@casino.guru. I am sorry I could not be of more help on this occasion.

Kind regards,

Kubo

Dear ndmz5yg5xw,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hello Everyone,

The casino has provided me with an email statement from CEG, which unequivocally supports the casino's decision in this case. The same email has also been sent to the player, informing them of the results of CEG's investigation.

In light of this, I have no choice but to reject this complaint, as the regulator has sided with the casino.

Dear ndmz5yg5xw,

I understand that this may not be the resolution you were hoping for, and I’m sorry we couldn’t offer more assistance in this instance. However, given the circumstances, there is nothing further we can pursue.

Thank you for your understanding.

Best regards,

Kubo