NineCasino - Player facing segmented winnings payout and repeated account blocks.

Hello, my name is Carlos Ignacio ****, Ninecasino.com player, a few months ago I won a big prize on the platform and they have paid me as they wanted, they pay me a portion and they deverify my account, I return to verify and they block me, I only have 102 thousand Mexican pesos left to withdraw, and when I request my withdrawal they block my account, they do not inform me because only that I will no longer be able to use it and my money they do not give me information. If I had lost, no one would say anything, but if I won, I have the right to collect my money. May he win in mid-February.

Dear carlosignacio,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NineCasino.

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your winnings with the help of a 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,

Tomas

Hello Tomas, my first day at casino nine was on January 13, 2024 at 3:39 pm and my first deposit was 200 Mexican pesos without a bonus, and as I was losing and winning I was reloading, I couldn't withdraw until I verified my count on January 17, 2024, with this I was a player for more than three months, half being blocked the day before May 7, 2024 at 9:59 Pm.

My favorite games are:

*Big Bass Halloween.

*Bigger bass Blizzard Chrismas Catch.

*Floating Dragon Dragon Boat Festival Hold and Spin.

There are three games that always caught my attention in which I always focused especially on the last two, which are the profits that I accumulated and the majority of the retained balance, which is 102 thousand Mexican pesos national currency.

Do not build up balance playing roulette, sports, or live games, only slots 🎰. I did not get my winnings with the help of a bonus, always when withdrawing profits I canceled the accumulated bonus and when depositing I did not ask for a deposit bonus, since it was very little and very difficult for me to get some profit with it.

On May 10, 2024 at 3:07 Pm, I won a large amount in the Floating Dragon Dragon Boat Festival Hold and Spin game, I got a fish of 200,000 x2 and the game only gave me its maximum of 399,960 Mexican pesos apart from that I already had more accumulated balance in that game in my bonus roll and I said well, okay, maybe it's the best of the game.

I withdrew all my money but the system canceled it because I could only withdraw in parts according to the casino because per month or per week or per day it only allows a certain limit.

"Woe betide the people who earn more and suffer an ordeal to get paid."

My Ordeal begins when I withdraw a part and it asks me to verify my account, it asks me for either a deposit receipt to the casino, a photo of my account statement, photos of my INE, photos of my credit cards, this is how I spend weeks and months and I manage to collect most of it. Until I see that they are no longer approving my verification methods ✅ ❌ ☑️. I talk to support, they support me but they always reject my methods, there were times when I approved them, tried to withdraw and they canceled the withdrawal and verification. I clarify that I use three payment methods:

Card 💳 BanCoppel credit, BanCoppel debit and Uala credit card. All in my name, and I made my withdrawals to my BanCoppel debit account, which is also in my name.

The day before, the 7th, I went to talk to the online chat casino support, a lady named Flavia helped me and I told her that if I could help myself to find out why my account has not yet been verified for the tenth time since they reject my documents Since I request the deposit of my withdrawal to an account in my name, I tell you that I have been waiting for several days for the approval of documents already approved in the past. They asked me for my deposit statement of 10 thousand pesos that I deposited to play on February 10 of this year and photos of my credit card 💳. Things that they should not ask for since they are in my name and had already been verified several times, I can even make a video how I open my Uala bank and showing the deposit I made to the casino and the application under my name 📛. I even have the contract for my Uala account.

The lady asks me for a moment to check my account statement and tells me that my account is deactivated and there is nothing that can be done, I ask her, what did I do wrong? and she only limits herself to telling me without arguments "that problems related to the game were detected, Carlos.

That violates our terms and conditions, which you can find at the following link: https://ninecasino.com/es/terms."

-If I had lost at gambling, if I lost I would not complain about anything but they limit themselves to belittling me without giving me explanations and taking away the money I win without explanations. It's not fair, I was happy with my luck 🍀 I had plans, I never thought they would rob me like this.

That's 102 thousand pesos of money that I could change my life with.

Thank you very much, carlosignacio, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear carlosignacio,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a NineCasino representative to join this conversation and participate in resolving this complaint.

Dear NineCasino,

Could you state why the player's remaining withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Hello, dear all!

We really appreciate you taking the time to let us know about this issue.

According to our procedure the player has to complete the account verification. Since the gaming account was closed, we contacted the player via email with the request to attach the necessary documents for verification and subsequent withdrawal. The player did not send all the necessary documents.

Dear carlosignacio, in order to continue working on your request, please kindly follow the instructions and provide us with the missing document via email. Thank you.

We hope for your understanding.

Best regards,

NineCasino Team.

Hello carlosignacio,

Did you manage to send the casino the information to verify your account?

I'll be awaiting your reply.

Dear carlosignacio,

Unfortunately, we have not yet received a response from you with the requested documents. In order for us to continue processing your request, it is essential that you provide the documents we have asked for.

Please send the requested documents via email as soon as possible. Once we have received the necessary documentation, we will be able to move forward and assist you further with your request.

Best regards,

NineCasino Team.

Dear carlosignacio,

Thank you for your efforts. However, our specialists have requested that you provide a bank statement in PDF format, which will confirm the deposits you have made with us. Please read our letter again carefully and provide the requested document. Thank you.

We hope for your understanding.

Best regards,

NineCasino Team.

Hello carlosignacio,

I understand this must be frustrating for you but you will have to provide the casino with the requested bank statement to verify your deposits. Please, let me know once you provide the casino with the necessary documentation.

I'll be awaiting your reply.

Dear carlosignacio,

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.

Dear NineCasino Team,

I want to apologize for the delay in providing the requested documentation. I appreciate your patience and understanding in this matter.

I am pleased to inform you that I have now obtained the bank statement in PDF format confirming the deposits made with my Uala credit card during the month of February 2024.

I attach the requested document for your review.

I understand the importance of this process, but also consider that it can be somewhat frustrating for a winner 🏆 to claim their prize on the platform.

Thank you for your attention and understanding, I am sending you by email my information and the selected document so that you can attest to the legality of said deposit on February 10, 2024.

Sincerely,

Carlos Ignacio Luna Gomez

Hello carlosignacio,

Thank you for your response and the information provided.

Dear NineCasino,

Did you manage to receive the documentation from the player?

I'll be awaiting your reply.

Hello, carlosignacio!

We have received your documents, thank you! They were approved and now we are ready to refund the funds remaining in your account. We are awaiting confirmation of the details by mail and will be able to begin processing the refund.

Best regards,

NineCasino Team.

Hello carlosignacio,

Could you follow the casino's instructions and confirm the details? Let me know once you do that.

I'll be awaiting your reply.

Hello,

Thank you for your message Mr. Stefan. The NineCasino casino has decided to reimburse me through cryptocurrencies, I opted in the Ethereum (ETH) currency, and I am confident that this method will allow for a faster payment. Although my payment method to the casino was in local Mexican currency, they will reimburse me in cryptocurrencies.

I have already followed the instructions and emailed my Ethereum Wallet information to NineCasino. I hope to receive the payment and confirmation email soon so I can inform you about CasinoGuru.

I am waiting for confirmation and any other necessary details.

Greetings,

Carlos Ignacio Luna Gomez

Dear NineCasino,

Could you let us know once you send the player the refund?

I'll be awaiting your reply.

Hello, Okay, I'll let you know when I receive the refund to my Cryptograficos Wallet account.

While I received a message from them saying that they escalated my case.

Waiting for good news.

Hello,

We inform you that we have already forwarded the request to our finance department and are trying to process the refund as soon as possible. As soon as the refund is paid, we will notify you.

We hope for your understanding and thank you for your patience.

Best regards,

NineCasino Team.

Dear NineCasino,

Thank you for your response and the information provided.

We will be awaiting your reply.

Dear carlosignacio,

We are pleased to inform you that your refund was successfully processed on our end.

If you have any other question, don't hesitate to contact us.

Best regards,

NineCasino Team.

Hello carlosignacio,

Could you confirm if you have received the refund?

I'll be awaiting your reply.

Dear carlosignacio,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.