The player has deposited money into his account, but the funds seem to be lost. We assumed that the issue was resolved, but the player stopped responding so we rejected this complaint.
NineCasino - Player’s deposit has never been credited into his account.
Amount: €50
NineCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello ,
I deposited more than € 1000 at ninecasino, everything was OK except a deposit of € 50 was debited from the master card, but I didn't get anything.
I contacted them. They said the money will be returned in 5 days, after 7 days I haven't received anything. I contacted my bank and they said the money is posted and the transaction is ready and my bank gave me the code (960f3259-9a70-41dd-bd4d-5db37e910c04)
This is the ID of the transaction with this code the bank can understand.
Then I contacted ninecasino support and asked where my money was going. They said that they did not receive any money and that it is not possible to get the money back then they blocked me
Automatic translation:
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3 years ago
Dear mondher,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, we usually recommend contacting the payment provider. Since you’ve already done that, would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. If there is an official statement from the bank, please forward it as well.
Thank you in advance for your reply.
Best regards,
Kristina
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3 years ago
Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Or you can post it here.
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3 years ago
Translation
Hello Kristina, unfortunately I always wrote with ninecasino in Live Chat and now they have blocked me from Live Chat, I no longer have access to the old messages, but what they said.
That you have not received any money and must contact my bank.
I contacted my bank and they say that the money is with ninecasino and the transaction is complete.
Thank you
Automatic translation:
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3 years ago
Thank you very much mondher for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi mondher,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite NineCasino to the conversation to participate in the resolution of this complaint.
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3 years ago
We would like to ask NineCasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
Hello!
Sorry for the inconvenience. Your €50 has been credited to your account.
We are very sorry for such a situation, your payment wasn't visible in our system so we weren't able to add them to your account before. We will add you €50 more, as an apology for this situation from us.
Best regards,
NineCasino Team
