Nine Win Casino - Player's payout has been delayed and her account has been closed.

09/03/2024 I won £47568.80 on ninewin gambling website. I have spent the past two weeks jumping through hoops verifying my account trying to withdraw the winnings but to no avail. My account will be verified I request to withdraw the daily maximum amount which says it should take 24 hours, I check 24 hours later and it says account not verified. I then log on to online live chat to see why my account is no longer verified to then be asked to submit another form of id or bank statement. I passed every verification requested. The only payment I have been offered is a refund to which I declined so my account has been closed. I have screen shots of every communication between myself and the website. They won’t tell me why my account has been closed instead I have been told I will receive an email, which I have received but it just says request for a refund. The last person I was on live chat with was mocking the situation with emojis on their replies avoiding answering any questions directly.

I have too many attachments of evidence for this submission but I can supply these via email should you require more

Dear Chloeruss34,

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.

Do I understand correctly that you passed the KYC verification and the casino has canceled your winnings only after checking your gameplay?

Could you kindly specify what types of games you played (slots, live casino games, sports betting)?

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

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

Thanks for your quick response and for taking on this case.

i was fully verified before they closed my account I played slots most of the time the game was Royal joker ( playson)

I won my winnings without a active bonus.

i also have all the screenshots of chat messages from there online customer support if this is needed.

thanks again

Chloe

Hi

ninewin casino have contacted me and reopened my account asking for more verification from my bank I have given them this.

Hi

they have now fully verified me again.

withdrawals still just processing checks, there online chat just keeps saying be patient.

Thank you, ChloeRuss34, for keeping us updated. Please let me know when you receive your winnings. However, kindly bear in mind that we usually recommend players wait up to 14 days for their winnings to appear in their bank account.

Hi veronika

I have received my some withdrawals from ninewin.

they have lowered my daily withdrawal limit to £3000 a day so I guess I will just have to submit a new withdrawal daily.

i am hoping that it can be a simple withdrawal process from now on but I will not hold my breath.

Hi veronika

I have received another withdrawal from ninewin today of £3000.

i have been informed by ninewin there maximum withdrawal for non vip players is £3000 daily not £9000.

this is actually stated in there t&c so i will be withdrawing the £3000 daily.

please can we put the case on hold for now as they are actually paying me now.

thanks for all your help so far.

Chloe

Dear Chloeruss43,

Thank you very much for the update. I appreciate your cooperation throughout this process.

Given that you are now receiving your winnings in accordance with the casino's Terms and Conditions, and considering the substantial amount involved, I recommend closing this complaint for the time being.

Should you encounter any issues with your withdrawals or if the casino discontinues payments, please don't hesitate to reach out to us by submitting a reopening request for this complaint.

Thank you once again for your understanding and cooperation.

Kind regards

Veronika

Casino Guru Complaint Resolution Centre