Nine Win Casino - Player struggles with delayed withdrawals and account closure.

Hi all,

I play on Ninewin casino ,and I make a withdraw,after they ask me for all details they cancel my withdraw ( they say card is not good but was same card which i deposit money on them)and after 6days I cancel it and I lost that money, 2 weeks later I deposit în one night 1600£ and I withdraw 1000, and casino again start ask me for bank detail 3days în road(I send them 3times and they ask again)

My account was close and I have in balance aroud 180£ which they say they will make manual refound.....from that moment pass a week and I didnt recieve my money, I recieve a email like ninewin team cancel e even that 1000£ withdraw and they will make manual refound aswell for this money...dont know which was reason they cancel it

They send me a email after around 30 emails sent to ask which Is status of my withdraw, and they say "manual withdraw is being processed" ,after few days I recieve email like " they work at my case and my issue"...dont know what issue they spreak about, just want recover part of my money back

So în total în one month I deposit around 4-5000£ and I wait to recover around 1180£

I saw are many people in my situation, what should we do ? I think this kind of casino should not be allowed on market

We need wait weeks for our money ...at least to recieve them

Dear mariusmandea35,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Since when have you been waiting for the refund?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino regarding the refund? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

I wait for my refound from 20-21august

I pass KYC verification from the first day I open account with them

My winning wasnt acumulate with an active bonus

After all emails from them look same (like automatic response

2weeks ago I had other withdraw which I cancel it after 6days of waiting without to being processed ( they said card is not good, card which I deposit on them) I send them new details......and after nobody answer to email and on live chat în that period they ask for pattience

They ask me 3times to send them bank details( IBAN, NAME ADRESS etc)plus I withdraw with fastes payment

This is the email I recieve it 3/4 times from them

Hi Dominika,

Just to let you know, today I recieve my money but from 1183£ my withdrawl I recieve just 1131£ ( 52£ just gone) without any explication

Thanks for your help

Dear mariusmandea35, the missing amount may be due to currency exchange and transaction fees. However, considering that you received the majority of the amount, I will now mark the complaint as 'resolved' in our system.

We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru