NineCasino - Player's account was closed after the withdrawal request.

i have deposited and played with nine casino on various occasions over the last year or so. Yesterday I won and decided to cash out 1400 CHF. I live in England and my address on the account is my English address ( and upon requesting withdrawal I had to upload documents which were approved instantly so there my account is / was fully verified).

I can’t remember why but it says i selected Switzerland as my country when I signed up hence why my currency is CHF, but this should not be an issue as they fully verified my account prior to withdrawal.

ive since looked at their Ts & Cs and it states that players from UK are not allowed to deposit or play real money games.. but they have allowed me to deposit and play real money games ( and verified my account) up until the point where I have withdrawn.

my Account was not closed immediately. My cashout was pending and said they were performing checks ( this is when I went and saw the terms and conditions and started to stress, but my account was verified so thought it would be fine.

today I have tried to log in and I am allowed to go onto their website and scroll through the Main home page but it won’t let me physically click log in, or click on live chat.

I presume they have closed my account / ip address and intend on keeping my winnings but surely I am due my funds after they LET me deposit, play and verify my account fully. I haven’t changed my details since but now I fear for the worst after they are ignoring my emails and messages on social media.

1400 is a huge amount of money to me I don’t understand how they could let me deposit but not withdraw?? Absolute scam!

I don’t know how to proceed as I highly doubt they will reply to an email ( and haven’t emailed me regarding my account which I would have thought they would if it was closed.

so please could anyone help to assist me in getting my account and winnings back and inform me of where I stand.

thank you

Dear Mrsoprano0,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with NineCasino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you used any VPN or IP-masking software to access the casino website?

Have you filled out your profile with correct personal information including your address and country of residence?

Do I understand correctly that all your identity documents (ID, proof of address, proof of payment) were approved by the casino?

Could you kindly advise if you made any successful withdrawals before?

When was the last time you communicated with customer support and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thanks for the response Veronica.

I didn’t use a VPN to access the website, so assumed that you must be allowed access from the UK especially as I had seen reviews from other British players promoting the casino prior to joining.

Regarding verification, signing up my British address, email and phone number were verified and upon requesting the withdrawal I was only asked to provide proof of identification, nothing else and received an email saying that my account was fully verified which I can attach.

This was my first withdrawal request, but have deposited on numerous different occasions.

The last time I contacted support was on Thursday via live chat just regarding a bonus that I was granted. I have since not had any replies from email or twitter and am unable to even click on live chat.

Please let me know if you need any further details and I appreciate your help!

My withdrawal has now been processed!

Hi, I’m unsure if this complaint has sped up the process but I now have access to my account again and received that withdrawal. I have now requested further withdrawals and hopefully will not encounter the same issue!

thank you for your assistance

I'm glad to hear that you received your withdrawal! Would you like to keep this complaint open until you receive all the remaining withdrawals, or may we consider this issue resolved? Please let me know.

Just in case the same thing does happen and I am unable to reach out to them could we keep the case open for now.

I have 2 separate pending withdrawals that hopefully should process in the next 24 hours

Thank you. Please let me know if there are any updates regarding your withdrawals. Have they been approved by the casino yet?

Dear Mrsoprano0,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.