Nine Win Casino - Player’s winnings are inaccessible due to country restrictions.

hello there, as you can see above and also In a load of other pictures of evidence I have. Ninewin casino allowed me to create an account from the uk and deposit funds from a uk bank account without stating or attempting to stop me in any way. I requested to withdraw £1000 gbp from my account but it was rejected due to the country being restricted I believe. I also had a win for £5000 which is still in my available balance to be able to withdraw. This equals a total of £6000 which I cannot get access to. I have screenshots of every deposit I have made all with the ID’s and dates and times with the amounts. I understand I should have checked deeper into the terms and conditions before depositing funds but at the same time I don’t think casinos should be allowed to get away with this considering it also states that uk players are welcome to play and it blocks me from playing games not available in the uk. I have deposited a total of £3580 since I opened my account. I feel that some changed need to be made to stop this happening to other players. I would like to see in return that ninewin grant me my winnings in full and then permanently delete me account or they fully refund my £3580 worth of deposits as even if I was to win or loose I still wouldn’t be able to withdraw any money back into my account. Thank you for taking the time to read this. I have plenty of evidence I can show upon request.

Dear Eva160319,

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 later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

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

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

I was playing without any active bonuses at the time of my wins. I haven’t made as successful withdrawal attempt before as this would have been my first. Can you please confirm what the KYC verification is for me please?

I feel that the casino should still honour my winnings due to slightly misleading/lack of information when upon opening my account and making deposits. Not only this but I also had to pay extra for each transaction for an exchange fee in currency so I have actually ended up spending more than £3580. I’d be happy just to receive at least these funds back. Thank you

Thank you for your reply, Eva160319. Did the casino inform you that you can't withdraw your balance because you are from a restricted country? 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.

No they didn’t but when it kept failing I read on there site that the uk is a restricted country 🚫 I have also read recently that other players have had the same problem and reported here to casino.guru

Thank you very much, Eva160319, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.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, Eva160319!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello, Eva160319!

Thank you for reaching out to us regarding your concern. We are sincerely sorry that you encountered this issue. As we can see, our specialists had requested account verification, which is why your withdrawal was initially declined. However, after you successfully completed the verification process, you were able to withdraw your funds, and the payout was processed on our end.

Please let us know if there is anything else we can assist you with.

Best regards,

NineWin Team.

Thank you, NineWin Team!

Eva160319, please, let us know when you will receive your funds!

Dear Eva160319,

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.

Hello, NineWin Team!

We have received the information from the player that their winnings have been forfeited and deposit has been refunded. We consider such practice unfair in this case and here is why:

1. The registration form does not have any option which allows the player to choose their country of residence.
2. There is no IP block, which means player from every restricted country can connect and register without any problems.
3. Moreover, there is not any kind of check from the casino side which could prevent the player from restricted territory from depositing.
4. Finally, the only way how the player can learn if their country is restricted is to search for it in Terms and Conditions, which is not intuitive and would not be a real situation in 99% of cases.

Given all these facts, we consider that the player should not have been allowed not even to register, but to connect to the website at all. Therefore, the casino failed to prevent the player from depositing and, judging by all the above, we do not agree that player's winnings should be confiscated.

Please, let me know what you think!

It was mentioned to me by the casino that I have received wrong information regarding this case. I have also received proofs that all player's funds have been paid out and the complaint is now resolved. I would like to thank all sides for their cooperation and wish them all the best.