The player from Greece had reported a deposit issue with an online casino: he had been charged 60 euros instead of the intended 50, but the funds did not appear in his casino account. Despite having provided bank-certified documents and sent numerous emails over six months, the issue had remained unresolved. After he had engaged with our Complaints Team and provided necessary communication records, we had contacted the casino on his behalf. The casino eventually acknowledged the issue and credited the deposit to the player's gaming account. The player had confirmed the resolution, expressing gratitude for our intervention. The complaint was then closed as 'resolved'.
NineCasino - Player's deposit is missing from the 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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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10 months ago
Translation
I deposited 50 euros, but they never appeared in my account, instead my card was charged approximately 60 euros. The 50 euro never showed up in the account. I sent some bank-certified documents as requested, but from what I gathered, they have no intention of refunding me. Over six months have passed and the only response I get from the roughly 10 mails I've sent them is that they are forwarding my complaints and that I need to wait. I should mention that I contacted my bank, and they confirmed that the funds were successfully transferred. These people are fraudsters, their only aim is to fool people. Steer clear of them.
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10 months ago
Dear christofan4,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Nine Casino. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. Since you stated that you already contacted your bank, please forward the proof of your deposit, your bank statement from the month you deposited money to the casino, the communication with your payment provider, and the communication with the casino 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
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9 months ago
Dear christofan4,
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.
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9 months ago
Translation
this is the file i sent you and emailed to veronika.l@casino.guru I hope the issue is resolved
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9 months ago
Thank you for the file. Could you also forward me the communication between you and the casino, please? Also send me the communication between you and your bank (veronika.l@casino.guru).
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9 months ago
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I sent it to you via my email ch***@gmail.com
Edited by a Casino Guru admin
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9 months ago
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I spoke with the bank through the store. You cannot see the money you receive from your customers. I have been sending you the documents for half a year now and nothing has happened. Why should I have an email conversation with my bank?
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9 months ago
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I have emailed you the chat with your support
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9 months ago
Thank you very much, christofan4, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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9 months ago
Translation
Thank you very much, I await developments
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9 months ago
Hello christofan4,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Wild Pharao Casino to join the conversation and participate in the resolution of this complaint.
Dear NineCasino,
Can you please provide an update on the status of the player's deposit?
Thank you.
Kind regards,
Tomas
Casino.Guru
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9 months ago
Hello
We kindly ask you for extension of timer
Best regards,
NineCasino Team
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9 months ago
Translation
How much will this extension be? Because I've been waiting since the beginning of July
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9 months ago
Dear christofan4,
Thank you for contacting us regarding your inquiry! We are truly sorry for the inconvenience. Your case is still being processed, but we will try to provide you with an answer shortly.
If you have any additional information or details that could assist us in expediting the resolution, please feel free to share them. Your satisfaction is our top priority, and we are committed to ensuring a swift and satisfactory resolution.
Best regards,
NineCasino Team.
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9 months ago
Hello
We kindly ask you for extension of timer
Best regards,
NineCasino Team
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9 months ago
I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.
Dear NineCasino team,
Could you please advise if there has been any development? Any supporting evidence can be forwarded to petronela.k@casino.guru.
Thank you in advance.
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8 months ago
Dear christofan4,
We apologize for the long wait for a response regarding your issue. The specialists have found a solution and have credited your deposit to your gaming account.
We are sorry for the delay and wish you good luck.
Best regards,
NineCasino Team.
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8 months ago
Translation
Thank you very much, especially the casino guru, for helping me get my money back
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8 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, christofan4, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
