The player from the UK had initiated four withdrawals totaling £1,100 but had only received £550. Despite providing bank statements as proof, they had not received the remaining £550 and were subsequently blocked from live chat, with their emails being ignored. The complaint was closed due to the player's lack of response to follow-up questions.
Nine Win Casino - Player’s withdrawals have been delayed.
Amount: £550
Nine Win Casino
Safety Index:Above averageSafety Index
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7.9
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
5 months ago
I made 4 x withdrawals.
5th July £200
6th July £350
10th July £200
10th July £350
they have only paid me 1 x £550 in withdrawals.
I have proven this with my bank statement and they have sent me the same "proof of payment" twice.
Total winnings on ninewin website £2,619 my bank Statement shows only been paid €2443.24 which is 2,059.22 Pound sterling.
I have emailed, used the live chat etc to no avail. They have now blocked me from using live chat and ignoring all emails
Public
Public
5 months ago
Dear Lauren1989,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nine Win Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please share screenshots of your withdrawal requests as they appear in the withdrawal history of your player's account?
- Could you please share your communication with the casino related to the issue? Send emails or chat transcripts including the proof of payment from the casino to my email at tomas@casino.guru, or post screenshots 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,
Tomas
Public
Public
5 months ago
Hiya
Many thanks for your quick response.
I have sent everything over to you via email just now.
Many thanks
Lauren
Public
Public
5 months ago
Thanks for your emails.
- Did you ask casino support for a refund of the missing amount?
- Other than sending you the payment confirmations, did casino support or the casino's financial department offer any explanation for the difference in the paid-out amount?
