Nine Win Casino - Player seeks a refund from restricted country deposits.

I have been depositing on Ninewin £6390 to be exact. I have not attempted to withdraw but and was going to tomorrow but with reading the reviews it states Ninewin should not be taking payments from the U.K, which you do not make apparent clearly. 

They took all payments but yet on reading T&Cs (image attached) it states that in 4.5 UK is a restricted country and money should not be taken or allowed to gamble on real money slots. How can they take money from a country that you cannot guarentee a withdrawal too. When a casino offer games in that country and allows you to join that company should offer the ability to get winnings. Why would Ninewin allow a 

member to join from a restricted country. They shouldn’t be allowing deposits or real betting.

i spoke to someone who said they didn’t know if I could withdraw but it states in the terms that restricted countries may not get withdrawals.

Also their deposit limit pages do not work and therefore there is no responsible gaming.

All screen shots of terms and conditions, deposits and responsible gaming broken page.

I completely understand losing but I don’t understand allowing someone to join and bet when it says they cannot. I saw someone say you are entitled to a full refund on any deposits as they should not be allowing anyone to join and bet real money. They signed an NDA.

I am just after the money I put in back as I have £800 I can’t withdraw and they should not be taking UK members.

Please advise on next steps?

I have a screen shot of each deposit as reviews say they can close your account if you raise an issue.

there are many pics so I’m happy to

forward as a batch if your happy to take forward for me. I can prove all deposits.

Thanks again!

Dear Ccollins7750,

Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue.

However, I'd like to inform you that 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.  

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country.

• Could you please advise if there is a balance in your casino account?

Please understand that we are not an agency with the authority to dictate refund policies to casinos operating without the appropriate license in players' countries of residence.

I wish I could offer more assistance in this matter.

For future reference, I strongly recommend searching for licensed casinos only through our website to avoid any misunderstandings.

Thank you in advance for your reply and understanding.

Best regards,

Petronela

Hi,

I did have a balance which was below £100, I tried to withdrawal and top it up to £100 but they then said I couldn’t withdraw it as I can’t withdraw my deposit to make it up to £100.

therefore we may have to close the complaint.

one quick question, under the Curaceo license act 2024 with LOK. A casino needs to offer responsible safer gaming measures. Their deposit limits do not work and their links to these say page does not exist? Is this a route to claim money back as the company state they do not accept U.K. players so find it uncomfortable that I’ve been dealing with a rogue company?

thank you any advice welcomed

Hi Ccollins7750,

Even if your account balance wasn't as high as the disputed amount, are you sure you don’t want to proceed with the case? The casino shouldn't keep any of your real money funds.

Additionally, if a casino offers deposit or loss limits, they should be able to enforce them at the software level. However, sometimes players need to contact live chat or customer service to have these limits set, and even then, it can be challenging to manage due to the need for detailed communication between the casino and the player.

My advice is to keep this communication saved and as detailed as possible, or request self-exclusion directly, clearly stating the reason behind your decision.

Please let me know if you wish to proceed with this case for the remaining balance on your blocked account.

Thank you.

Hi,

My complaint with CEG has been accepted and they have 7 days to dispute and are obligated to reply within that time period in accordance to their IP agreement. We are on 5 of this.

I am happy to share all details of my case and you’ll be surprised with how many areas they are breaking - according to the terms of license from GCB.

thank you for your help and I’m happy to update on outcome (I’m not expecting anything huge).

my account had been suspended with money in although little money.

Thanks

Hi Ccollins7750,

If you wish to share any relevant communication, please forward it to petronela.k@casino.guru.

Thank you.

Dear Ccollins7750,

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.

CEG have requested that Ninewin the casino give any supporting evidence.

Ninewin have broken their TOS with CEG as they have not responded twice.

I have asked CEG to honour complaint given evidence supplied.

One question if a Curacao casino under license 1668JAZ are not allowed to operate in the UK or actively market, how do they get away with having U.K. contact centres. I am being called by the casino offering promo codes (they know U.K. is restricted and still call as I’ve had this convo). This number(s) are U.K. mobiles…

surely this breaks terms of license under misleading marketing.

it’s bizarre for a Casino to openly say UK is restricted and terms to state no bonuses should be used by restricted countries in the T&Cs and then use U.K. mobiles to call restricted country members. CEG have also been informed which I feel is a strong point.

Dear Ccollins7750,

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino. The Nine Win Casino review on our platform includes the following information:

If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos and utilizing available filters to find the most suitable casino for your needs.

Unfortunately, based on the information received thus far, we will not proceed further with this case. I sincerely apologize that we couldn't offer more assistance in this matter.