Nine Win Casino - Player's account was closed, his winnings were subtracted, and the withdrawal request remains unfulfilled.

Ninewin username: O***6

After winning a decent amount in January I tried to withdraw some of my winning but my withdrawal attempt were unsuccessful/rejected by ninewin. After contacting customer service over chat I was asked to verify my account again, I provided the documents requested to verify my account but had no response for up to four weeks, in spite of following it up several times with customer service agent by chat and email. After 6 weeks I was asked to verify my bank account and provide "In order to verify your account, please upload the following documents, proof of deposit( 2024-01-25 22:52:52). It has to have your name, transaction sum, receiver's name, transaction ID, time and date

Please upload the documents to your profile on the casino"

I uploaded the above as requested but I still couldn't withdraw money from my account I contacted nine win through chat and email but I was unable to withdraw money.

After 2 weeks I received this, " We are contacting you regarding your issue. Please be informed, that your balance was partly subtracted and account was closed due to decision of the responsible department. This is a final

decision which cannot be appealed. Could you, please, send your bank account credentials, so that we will be able to send the funds from your casino account balance to your bank."

I provided all the information they requested on 8th of march, but sadly I have not received my money and my account has been closed.

Ninewin has tried to punish me for no fault of mine firstly prolonged and non-responsive service to my quer, then the decision to close my account (I still don't know why), and then to partly subtract from my account without my concern and again I don't know why.

I believe My account has been successfully verified, game history checked, withdrawal approved by the casino, but I still haven't received my winnings, it's been over 14 days since I requested the withdrawal, please can you intervene and help me.

Kind Regards

Javes R.

Dear rodjaves,

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

What types of games did you play (slots, live casino games, sports betting)?

Have you accumulated your winnings with or without an active bonus?

Were you informed about the amount the casino is willing to pay you?

When was the last time the casino communicated with you?

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

Hi Veronika,

Thank you for getting back to me promptly and for looking into my query.

I played Plinko, casino - instant win.

Accumulated - I won roughly £8000 in Jan'24 playing Plinko. But gradually reduce to £5006(end of Feb'24) as I couldn't withdraw my winnings, it was rejected. My winnings was without active bonus.

No, I wasn't informed of the amount casino is willing to pay. I was informed in an email that they will subtract amount from my account, I was not told how much or why, my account was closed, again I wasn't told why.

Last communication was on the 15th of march, saying "our team is still working on your issue, so we kindly ask you to hold on a little bit longer. We will contact you as soon as there's an update"

If you need any further information please ask. Once again thank you for looking into my issue, I really appreciate your help.

Kind Regards

Javes R.

Thank you very much, rodjaves, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you rodjaves for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Nine Win Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

Dear CasinoGuru,

We kindly ask you for extension of timer.

Best regards,

NineWin Team.

Hi Peter,

Thank you for taking time to look into my complaint and for forwarding above recent response from Ninewin.

Kind Regards

Javes

Hello, dear all!

Thank you for reaching out to us regarding your concern.

We have reviewed your request in detail and regret to inform you that your funds were confiscated since you did not pass account verification. According to our terms and conditions described in the section 7.4-7.5 "It's the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player".

We inform you that your £40 deposit will be refunded to your bank account once you have provided your valid documents (not the ones you uploaded to your account as they were not accepted).

Dear Peter, previously we have contacted you with the explanations regarding this case.

We hope for your understanding.

Best regards,

NineWin team.

Hi,

I'm extremely disappointed with your response calling me and my identification documents fake.

The documentary provided are real please get it verified through DVLA, the police or provide me the address to your UK office I will personally go there to prove it or provide me evidence to back your email/claim.

I've submitted same documents 3 times since January and it is the first time you've mentioned it is fake. Since January on every occasion you have tried to find some ways to refuse my payment. Either due to ID documents or proof of bank transaction or proof of address or bank statement or fund transfer account details. It's been one excuse or the other to prolong the payment.

I have provided real documents and information, every time.

Ninewin owes me £5006 not just £40.

Kind Regards

Javes

Dear Peter,

I'm reaching out to you to request your help to resolve my situation fairly.

I understand you will do everything in your power to resolve this case fairly, I'm also aware of the challenges you might face, I'm happy to support you with any information or documents that will help you to reach a fair outcome to help resolve this case with both the parties. I have cooperated 100% with Ninewin with every information requested and I will do the same with yourself. Please don't hesitate to reach out to me if you need further information.

Kind Regards

Javes R***

Greetings.

We are sincerely sorry that using our site left you with such an impression.

We would like to inform you that our finance department has already processed a refund of your £40 deposit. Funds must be credited to the specified bank details within 7 working days.

We hope for your understanding.

Best regards,

NineWin team.

Hi,

As you're aware I've waited patiently for over three months and cooperated with all necessary information you requested.

You depositing £40 in my account is wrong and slap on the face of every customer that trusts ninewin and plays your games with honesty, only to be denied of their winnings. If I have followed your KYC process which allowed you to deposit £40 in my account why does the same process doesn't allow you to depose my rightful/all winnings of £5006?. Please arrange to deposit balance of £4966 as requested in my previous email and all the previous attempts.

Peter, as requested in my previous email I kindly ask you to intervene and help resolve this case.

Kind Regards

Javes

I apologize for the delayed response, I'm currently on sick leave.

Dear rodjaves, I have contacted the casino affiliate about this situation directly and will update you when there are any further developments. Thank you for your patience during this time.

Hi Peter,

Thank you for taking time to look into my request.

Hope you recover soon.

Kind Regards

Javes

Hello, dear all!

Thank you, Peter, for reaching out to us regarding this concern once again.

Unfortunately, the verification system used on the site was unable to confirm the authenticity of the documents uploaded by the player.

The overall quality of the uploaded document is quite bad. Still, this might be a result of the bad image quality that the user uploaded to the profile.

However, we requested a re-check from our specialist, who subsequently established the authenticity of the document. Summarizing the above, we have decided to pay the winnings.

Dear rodjaves, could you tell us please if we should process the refund to the credentials you sent us previously?

Thank you for your patience.

Best regards,

Ninewin team.

Hi Ninewin,

Thank you very much for taking a 2nd look and agreeing to pay the winnings.

Yes, Please. Please pay into same credentials I have sent. If you need further information please drop me a line.

Peter, thank you once again!!

Kind Regards

Javes

Thank you very much for the update, I'm glad to hear the issue is being resolved.

Dear rodjaves, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi Ninewin, Peter,

Gentle reminder, I still haven't received my winnings, I checked my account before texting. Please can you update me on the progress of winning payment.

Peter, thank you!! once again for your help.

Kind Regards

Javes

Thank you for the update rodjaves.

Dear Nine Win Casino representative, can you update us about any developments in the withdrawal process? Thank you in advance!

Hello everyone!

We apologize for the inconvenience Rodjaves experienced. A notification has been forwarded to our responsible team and we will get back to you with an update as soon as possible.

Thank you for your patience and understanding.

Sincerely,

Mateus

NineWin Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We sincerely apologize for the delay in providing an update.

We have initiated the refund process as informed. However, please note that we are currently dependent on other departments to complete the transaction. They have been notified about the urgency of this matter.

Sincerely,

NineWin Team

Hi Ninewin,

I'm sure you understand the time it's taking to process the refund. I appreciate you've informed the other department on urgency of refund. I really hope they understand the urgency and do the right thing.

Peter, thank you once again for following up on my complain.

Kind Regards

Javes

Hi Ninewin/Peter,

I have received my refund, thank you!!!!!!!! I really appreciate you understanding and for processing my refund.

Peter, I can't thank you enough, for your professional and balanced attitude in dealing with both parties and of course a positive outcome.

Kind Regards

Javes

Dear rodjaves,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter