NineCasino - Player's deposit has not been credited to his casino account.

I made a deposit and although the casino withdrew the money from my bank, they never credited it to my account...

I made dozens of complaints and sent dozens of emails, but they are not responding...

When they eventually responded, they asked for documentation in order to return my money.

I sent them the documentation, and they claimed that they had returned the money.

The money NEVER arrived back to me and it's been a month.

Dear sakismrg,

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.

Please, could you clarify if you have tried contacting your payment processor regarding this issue?

Was it your first deposit in this casino?

Could you please specify what documentation you sent to the casino to receive your refund?

Please forward the payment receipt and any relevant communication between you and the casino regarding your lost deposit to veronika.l@casino.guru.

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

It was my first deposit, I sent dozens of emails and when they replied I sent the evidence they asked for...

Casino deposit slip from my bank with my iban name

!!! They accepted them and told me that in three to five days they will return the money to me

But it's been a month and I haven't received them

They are also still not responding to my emails

Thank you very much, sakismrg, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you sakismrg for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NineCasino for their help in returning the player's deposit.

Thank you!

Hello, dear Player

In order to process refund we need additional information that has been requested via email, kindly check it

Best regards,

NineCasino Team

Thank you for the update NineCasino representative.

Dear sakismrg, let us know if you received the email requesting additional information and keep us updated about any further developments. Thank you in advance!

No I didn't get it...

Also in the last email the casino has informed me that all the supporting documents are in order and that the money was returned which I would see in 5 working days

This never happened

Thank you for the clarification sakismrg.

Dear NineCasino representative, can you please make sure the email requesting supporting documents has been dispatched or let us know what is needed to refund the deposit?

Thank you in advance!

Dear sakismrg,

We sincerely apologize for any inconvenience you've encountered. Our payment team has thoroughly investigated the matter, and according to information from our payment provider, the deposit in question was not received on our end.

To further assist you and expedite the resolution, we kindly request that you provide our support team with your bank statement covering the period of the deposit and extending up to two weeks in advance. This will enable us to trace the transaction more effectively and work towards a prompt resolution.

We appreciate your understanding and cooperation in this matter. Rest assured, we are committed to resolving this issue to your satisfaction.

Kind regards,

NineCasino Team

I have submitted the certificates

We saw them, they told me that it was okay and they even told me that they deposited the money into my account

They don't answer my emails and when they did they told me to be patient

Sorry, they are completely unreliable

Dear sakismrg, I understand your frustration but I ask for your cooperation with the casino in this matter. Alternatively, I can recommend you contact the Licensing Authority the casino operates under if you wish. Let me know how you would like to continue resolving this issue. Thank you!

I'm tired of this case and this is probably their tactic... to make people tired and not ask for their money

I have sent you from the beginning all the supporting documents as well as their response that they allegedly credited my money, so you know that I am telling the truth

I won't bother anymore

It is enough for me that people see how they work so that they do not suffer the same

I am afraid to send any other information to this casino

I have no confidence

Thanks

Dear sakismrg,

According to our correspondence, you didn't send us required documents upon our request 6 days ago, kindly send them, it will help to work towards a prompt resolution

We appreciate your understanding and cooperation in this matter. Rest assured, we are committed to resolving this issue to your satisfaction.

Kind regards,

NineCasino Team

I sent you your reply that you told me a month and a half ago that you deposited the money in the bank and that I have to wait 5 days to see it

Did you file them? And if so, send me the receipt

Dear sakismrg,

Our payment team has thoroughly investigated the matter, and according to information from our payment provider, the deposit in question was not received on our end.

To further assist you and expedite the resolution, we kindly request that you provide our support team with your bank statement covering the period of the deposit and extending up to two weeks in advance. This will enable us to trace the transaction more effectively and work towards a prompt resolution.

We appreciate your understanding and cooperation in this matter. Rest assured, we are committed to resolving this issue to your satisfaction.

Kind regards,

NineCasino Team

Dear sakismrg, if you don't cooperate with the casino we unfortunately won't be able to assist you further and will have to reject your complaint. I understand processes like these can be frustrating but I ask for your cooperation in this matter so we can come to the resolution of this issue. Any information you provide is protected by the Privacy Policy the casino has to follow and you can read that on their website. If you have any other questions let me know.

I have already sent a copy of their email informing me that they have seen the deposit and are sending my money back

I have provided your partner here with the supporting documents as well

I will resend them to the casino which is time consuming for me just so they don't fool me

Dear sakismrg,

According to our correspondence, your last email doesn't contain requested documents

To further assist you and expedite the resolution, we kindly request that you provide our support team with your bank statement covering the period of the deposit and extending up to two weeks in advance. This will enable us to trace the transaction more effectively and work towards a prompt resolution.

Kind regards,

NineCasino Team

Dear sakismrg,

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.