Nine Win Casino - Player's not able to withdraw his deposit.

I opened account with £20. Looked at reviews and seen it's a fake criminal site,so decided to cancel and get deposit back. I was told I could not withdraw my own money as minimum withdrawal £40 . Sent another £20 in and still can't withdraw my own money, advising I now need stringent checks. I deposited £40 without any questions and within seconds. This is not "winnings" I am asking to be refunded. This is just my deposit of my money that and they did not give it back. Sent £40 within seconds but put through 5 tests to get own £40 deposit back. Still don't have it. Tried bot chat then chat. Rude man on chat said I should have read the rules on site and minimal withdrawals now £100. Fair to say at that point since rules changed at will ,it appeared suspect to say the least. I didn't trust them at all. I wont to add anymore money that I could not get back.I read trust pilot reviews and this confirmed it. I reported it to my bank and they are now looking into it in fraud department. If you have similar experience?Report to your bank asap.Days later and emails ignored. Money grabbing criminals. Should be reported.Charged. Avoid at all costs. Sent 5 documents still can't get my deposit back? Let alone winnings? Emails are ignored. Or get response informing they are passing on to advisor. Can't even get your unspent deposit back. Worst ever experience. Should be shut down. Deposits I did make appear to be to 2 Different iff shore accounts.

Date of experience: May 09, 2024

Dear robsterwood,

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. 

• Do I understand correctly that your deposit has remained untouched in the casino account?
• Did you activate any bonuses on top of your deposit(s)?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

Thank you very much, robsterwood, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello robsterwood,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just so you know, the casino has this mentioned in its terms and conditions

2.6. To make a withdrawal, a player must play through their active deposited amounts at least 1 time before the withdrawal. This procedure is in line with anti-money laundering practices. The player is fully responsible for paying all fees and taxes applied to their winnings according to the laws of the jurisdiction of the player’s residence.

So although I can understand you are not interested in playing in the casino, this doesn't negate the abovementioned rules.

I will still contact the casino to see if I can help.

We would like to invite Nine Win Casino to join the conversation.

Dear Nine Win Casino,

As the customer is obviously not interested in playing in your casino, can you please initiate to return the player their deposit? If there are any further details regarding this case that cannot be disclosed publicly, please send them to me at michal.k@casino.guru

Hello, dear all!

Thank you for reaching out to us regarding your concern.

In fact we have the rule that before withdrawing the player must play his deposit at least once on our site, but after examining this request we decided to process the refund having taken into consideration all the details in this regard.

Now we are pleased to inform you that the refund was paid on our end on May 14th, the money must arrive within 5 banking days.

Best regards,

Ninewin team.

Dear robsterwood,

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.

Dear robsterwood,

While it appears that the matter has been resolved and you have received your deposit back, we haven't received any feedback from you to confirm this or to indicate if further assistance is required. Unfortunately, we are forced to close this complaint as rejected. I would like to thank the casino team for their cooperation.

Please don’t hesitate to contact us if you encounter any issues with this or any other casino in the future, and we will do our best to help.

Best regards,

Michal

Casino Guru