Nine Win Casino - Player's account has been closed.

Hi,

I’ve had a win of 15k and I’ve gone through the verification process which got accepted twice. I then still didn’t receive any off my funds I’ve withdrew I managed to put £12500 on pending as I had to do £2500 per day, I still have £2873.26 in the balance. I then send numerous emails and go on several chats per day to get updates on this matter and they keep saying there having technical difficulties this has been going on for a total off 5 working days.

recent update today I come to go on my account and they have disabled my account for apparently breaching terms and conditions because I used my sons bank (as I store my funds in his account) to deposit.

they’ve asked for more bank statements which I’ve provided 3 times over. It takes them over 12 hours to reply to a single email. And the service is absolutely appalling, I’d avoid this casino at all costs if u win a large sum they think of any excuse to not pay u ur winnings. It’s unfair and ridiculous I’ve provided my sons ID which we have the same surname and address and I’ve also included a letter of permission off my son as I use his account as a savings and I have done for many years. and I’ve used this account to deposit all of there casinos EG kinghills ninewin and jokabet and never had any issues until now when it comes to ninewin paying out even though they verified my documents with my sons name on after I told them this.

im not sure where to go from here i am going to want to go down the legal route and get my funds sorted that i am owed.

Dear Sammygilly,

Thank you for bringing your concerns to our attention. I'm truly sorry to hear about the difficulties you've experienced with Nine Win Casino. To better assist you and move forward with resolving your issue, I kindly ask for a bit more information. Could you please clarify the following:

• When did the verification process begin?
• When did the casino become aware that you were using your son's account?
• When was your most recent contact with the casino, and what was the discussion about?

Please also note that using a third-party payment method is generally prohibited by all online casinos. If this was permitted in some cases, it would have been an exception made at the casino’s discretion.

I appreciate your cooperation and look forward to your response.

Kind regards,

Nick

The verification process began on Monday the 30th, it got verified on the Tuesday, they then had me send more bank statements for the 3rd time which got accepted. Now the chat I’ve been going on to contact them is basically pointless every time I go on there they say wait for the correct department to email me. I’ve emailed them and they’ve requested my bank & sons bank details which looked promising as they said they need these details to send manually to the bank it’s now been over 24 hours no response from them or the department handling the case.

the casino have always been aware as ever since opening the account with them that’s always been my payment method and they’ve let me withdraw for smaller amounts in the past. I’ve used the same deposit method for there other casinos they manage jokabet & kinghills and they’ve never had an issue with this. I don’t see an issue with this as my son and I have the same surname & address so I’ve never seen an issue with it nor has there ever been an issue with any of these casinos in the past only when I win a big amount they cause an issue which i find unfair.

its been around 35 hours without a response from them regarding this case.

kind regards

Samantha

UPDATE!

Now they really are try to push my buttons, they requested bank details for funds to be send from casino account. I provided them, I wake up this morning to £100 which I deposited refunded into my bank. NOT MY £15,373.26.

Ive tried contacting them and been told to wait for the relevant department to contact me I don't understand why they are trying to avoid paying me out when ive used this bank for a payment method for a while and never had issues withdrawing in the past. if they really want to be like this then I want every single deposit ive ever made back refunding from ninewin,jokabet and kinghills as they manage all these casinos which is equivalent to a lot more than 15k.

another update they’ve basically said that they’re confiscating my funds.

which should not be allowed when I’ve used the same payment since opening the account. I’ve provided enough proof that’s it’s legit and it’s my sons account you can blatantly see my surname and his match and the addresses.

they’ve refunded £100 deposit that got made when I won the 15k.

I want the full amount I have deposited in the account since opening as it’s the same bank I’ve used all the way through & they’re replies have gone even worse.

it genuinely is daylight robbery they shouldn’t be allowed to do this

Dear Sammygilly,

The casino does not have information regarding the ownership of the deposit method until the verification process is initiated. This is why you were able to make deposits up until that point. Unfortunately, upon verification, it was discovered that a third-party payment method was used, which is a violation of the casino's terms and conditions.

Using a payment method that does not belong to you is strictly prohibited, and the casino reserves the right to confiscate any winnings and block the associated account in such cases.

Is there anything else we can assist you with? If not, we will be closing the complaint.

Regards,

Nick

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