Nine Win Casino - Player’s account is closed after withdrawal issues.

I was a member of the casino online and I was enjoying the site at first. After never really winning anything big I eventually managed to get my funds up to £100,000 after hitting a couple of jackpots on the games.

This is when the problems started when I was trying to withdraw the funds.

The casino is happy for you add asucj money as you want over such a short period of time but when they come to paying out it's a different matter all together.

They restricted my accounts to 1000 per day 5000 per week 15000 per month. As you can imagine a gambler wants to withdraw these funds but when you can't the money doesn't seem real and it's continually played.

I contacted them dozens of times asking for my limit to be increased and they refused this. Even though their sister company has higher withdrawal limits.

They initially denied being part of the sister company until one day I received an email from ninecasino.com regarding a complaint I made to ninewincasino.com.

This email contained all the information I had sent to ninewin but the email and company logo were from the sister site.

I put numerous blocks on my account which stopped me playing online in order to save the money and try and withdraw a decent amount. When blocks were placed onto the account they were removed upon asking and I wasn't made to wait a 24 hour period which rules state.

Eventually one day after withdrawing a small amount of money I went online when my funds had all gone.

I reached out to the company and they said they'd investigate but in the end they offered me a small amount of money as compensation. Which I had no option but to take as all I read was negative reviews online.

Then out of the blue I found my account was closed and I couldn't get any contact from them regarding my complaint or details moving forward.

I then also later found out thaty registrations on their sister site had also been closed and I couldn't get access to any of them. They have put a blank block on my details across all their related sites.

When speaking to live chat representative they told me the accounts closed and they can't give me any further information.

When my account was empty I noticed that they had then increased my withdrawal limits.

Upon reading their terms and conditions I discovered that they could allow a max of 3000 euro per withdrawal but this could be done 3 times a day upon request. I must have requested this to be done 10 times at least and it was always refused by staff

Hello darrellrotherham2017,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nine Win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that your withdrawal limits are higher than stated in their casino terms so there are not obligate to increase those limits and nobody can force them to.

Looking forward to your answer.

Regards,

Nick

hi

my account was verified and i had made withdrawals previously. the money used was my own money.

the last time i made contact was months ago now as my account is closed. since then i have messaged on live chat but keep getting told i will receive an email which has never arrived

Hello darrellrotherham2017,

Did you receive any explanation regarding the closed account?

Additionally, would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear darrellrotherham2017,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

hi, i dont see to have them fully only screen shots of certain things. when asking them for more details they say i requested my account to be closed

Dear darrellrotherham2017,

Please forward the communication to nikolas.b@casino.guru as we still haven't receive any e-mail from you.

Regards,

Nick

These have been sent

Dear darrellrotherham2017,

I have received only 1 e-mail from you so far but it has nothing to do with the communication with the casino.

Please forward it to my e-mail within the next 7 days otherwise we will be forced to close the complaint.

Awaiting your response.

Regards,

Nick

Dear darrellrotherham2017,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.