Nine Win Casino - Player's winnings are being confiscated.

Hi,

I created an account and with Nine win. Went to withdraw my winnings however they stated they dont accept players from my country. However I completed all verification before depositing. Please can you help me get my winnings . Very unfair treatment and terrible from this casino.

Dear Jprice222,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to cancel the player’s legitimate winnings later. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. We share more information in our Fair Gambling Codex:

https://casinoguru-en.com/fair-gambling-codex-for-casinos#restricted-countries

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you have £4,500 (dispute value) in your casino account?
• Did you accumulate your winnings with or without an active bonus?
• Could you please advise when exactly you created your casino account?

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

Hi,

1) yes I have full £4500 in my casino account

2) no there was no bonus

3) account created around the 5th October

Thank you very much for your reply, Jprice222. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi,

they asked for my transactions which I approved. Then messaged live chat who said I would get my money which I took screenshot off. Then after approving everything I had an email saying can’t release funds based in uk. However I was fully approved. Also my statement with transactions have been approved also.

Thank you very much, Jprice222, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Jprice222 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 how we can help resolve this issue.

Thank you!

Hello!

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

The player provided documents on October 12, on October 15 he was closed by us. A verification was initiated (KYC, information about which can be found on the site) at the end of the verification, it was decided to return to the player all the deposits made to the same payment method used to deposit funds to the game balance.

UK is on the restricted list, therefore the player had no right to make deposits and bets. we break the agreement and return ALL deposits to the player without exception, the winnings are confiscated.

If you need any more information, please do not hesitate to contact us.

Best Regards,

Nine Win Casino

Hi, this is false I verified my id and card before depositing. I had no restrictions depositing. They also have paid out other uk players as you can see. They have to legally and fairly pay my winnings.

As kirstina said from casino guro casinos cannot accept payments and then confiscate winnings. Please pay me my winnings, casino guro will favour me.

kirstina "We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to cancel the player’s legitimate winnings later. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. We share more information in our Fair Gambling Codex"

Thank you to the both parties for the update.

Dear representative, as the player has already mentioned in the previous message, according to our Fair Gambling Codex we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to cancel the player’s legitimate winnings later. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. I hope we will be able to come to a compromise in this matter. Thank you in advance for your reconsideration!

Dear Peter,

We are sorry for the delayed response.

We have sent an email providing further information and an explanation of our decision. Please check it and let us know if you have any further questions.

Best Regards,

Nine Win Casino

Hi Peter,

They have not given me a response. They need to pay me my money and if not you lower the trust score and mark unsolved. Also why can they not email me there reason and put it on here

Thank you for providing me with the information Nine Win Casino representative.

Dear Jprice222, while we believe that if a restricted player is allowed to register a deposit money they should be allowed to withdraw as well if the restriction isn't implemented, the casino has provided me with evidence of multiple accounts. We advise against such behaviour as it can lead to similar situations in the future. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter