The player from the United Kingdom had been promised a refund on transactions since June 12th. Despite providing bank statements to prove non-receipt, the player had received no communication from the casino. The player explained that the casino used incorrect MCC codes to bypass gambling blocks, promising refunds for transactions processed through various merchants. Although partial refunds had been received, £3,473.46 remained outstanding, and the casino had stopped responding. The issue was resolved after the player confirmed receiving the pending refund.
Nine Win Casino - Player's refund is delayed.
Amount: £3,473
Nine Win Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Been promised since 12th June a refund on my transactions, continuously chased and been told to wait patiently for a reply, I was then asked to send bank statements to show they’ve not refunded the missing amount. Now radio silence and no reply to emails, disgraceful company, should avoid at all costs!!!!!
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3 months ago
Dear huddy,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
Could you please explain in more detail why you were promised refunds on your transactions? Which transactions did the casino promise to refund 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
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3 months ago
Hi Veronika, I was promised refunds on transactions from "topcom" via ninewin casino, I paid ninewin on their site and their merchant topcom took the funds. Ninewin use several different merchants to take money for their casino, this is household goods, tour operators, charities and so on. None of the merchants collaborate with casinos or gambling transactions. Ninewin using the incorrect MCC codes allowed gambling transactions to leave my bank and bypass blocks that are set. I explained this to them and they agreed to refund two of the twelve merchants which were "mahmay" and "topcom", they agreed to refund in full. They refunded the full amount for "mahmay" but only refunded half the amount for topcom.
Topcom is missing is a refund of £3,473.46 as only half has been processed and received— 21 transactions have been refunded out of 59.
The 21 refunded are £3683.53
The 38 remaining is £3,473.46 from topcom as agreed and still remains not refunded despite several promises.
I have all evidence surrounding this complaint, they have continuously lied throughout, on some occasions they told me the refund was done, then they requested bank statements as they needed proof that it wasn’t done; once I sent them they said it would be completed within 10 days, and once the 10 days elapsed they stated they aren’t going to despite agreeing several times.
they now do not reply to any emails
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3 months ago
Dear huddy,
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.
Best regards,
Veronika
Casino.Guru
