Nine Win Casino - Player’s account has been blocked and her winnings have been confiscated.

Contacted CEG 8th June, still not had a decision from them. Ninewin states they don’t allow players from UK on their terms and conditions but managed to deposit a large amount, when I’ve emailed them I’ve never had any replies. They changed their terms and conditions recently to cover their backs. As soon as i mentioned it to them they put my balance at zero and blocked my account. Unable to chargeback as I deposited through bank transfer. This casino targets gambling addicts and vulnerable people

Dear xxkjxx,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you were able to register, deposit and play, although you are from a country that is restricted according to the casino's Terms and Conditions?

Have you used any VPN or other IP-masking software to access the casino website?

Did you submit the correct personal information when you opened an account in this casino?

Could you please explain in more detail why your balance was set to zero?

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

Best regards

Veronika

Yes that’s correct I was able to play even though my country was restricted. Never used a VPN for this website.

suspended my account as I got onto the chat to them and questioned them about their terms and conditions, they then put my account at zero I had cash back of £90 aswell and then blocked my account suspended

Yes of course I submitted the right personal information

What was the balance in your account when the casino blocked you?

Also, please forward all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

£90

Ive sent over everything

The casino haven’t messaged me, they don’t reply to any of my emails. They said my emails weren’t reaching them so I tried another email address, they then replied, and now since that initial reply, they ignore all them emails too

The £90 you had in your account was your cashback bonus only and you lost all your deposits playing?

It’s still my money the £90 it was 10% of what I deposited, they closed my account so i never even managed to spend that and also I shouldn’t of been allowed to use real money funds, ninewin never respond to any of my emails, I’ve sent over 10 and I’ve only ever had 2 replies

Other people in my situation have been offered a NDA and been refunded their money as the casino went against their own T&C’s

I am sorry, but at Casino Guru, we do not handle cases where a casino has listed a certain country as restricted in their T&C, yet allows players from that country to deposit and play. If you registered with your true personal information and were able to play like in any other regular casino, we do not ask casinos to refund your lost money.

If the casino allowed you to register but refused to pay your winnings because you registered from a restricted country, we would investigate the matter and request the casino to pay you out.

Since you had no real balance in your account at the time of account closure, only a bonus balance, the casino was within its rights to close your account.

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 any issues with this or any other casino in the future.