NineCasino - Player’s deposit not refunded by restricted casino.

I joined Ninecasino and completed all the verification and kyc checks. 100% verified.

Read their reviews on here and trust pilot some positive and some negative but the casino had responded to Uk players comments positively by reply.

I deposited 500gbp played never made a withdrawal. I then find out that the casino has restricted players from the uk ( strange as they are replying to uk customers on trust pilot )

I contact customer support and request my deposits are refunded. See attached screenshots. They are refusing saying I broke there terms and conditions. There terms and conditions contradict the way they practice.

They had my passport my driving licence all Uk stamped and they passed my kyc and verification.

i believe this to be a complete violation and request my deposits are refunded by a casino that is scamming uk players.

Hello Sutton,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NineCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register, forwarded them your documents and deposited into the casino? Is the deposited balance still on your casino account or you played with it?

Please note that if the deposit is already lost, there is nothing you can do as it's like you would lose it in any other casino. In such cases, the player most not touch the balance and request for refund immediately after finding out such restriction.

Looking forward to your answer.

Regards,

Nick

Hello Nick

I kyc my account and had it verified totally with my UK ID and Uk passport I had no reason to believe I was restricted regardless of game play.

I played my deposits.

A bigger issue here is that as a Uk player I am being exploited. On here you have reviews from UK players ( how is this possible). Trust pilot have Uk reviews etc.

Somebody from Ninecasino has looked at my ID and Verified it as a uk player and allowed deposits. A total scam as there was never any intention to pay out.

How can a casino claim you are from a restricted country then reply to comments to people from the same country thanking them for there reviews.

Hello Sutton,

As stated above, if you already lost the deposits, there is basically nothing we can do as it counts like you would lose it in any other casino. If you would still have a balance there or even winnings, the casino should pay it fully out no matter the restriction but as it is no the situation, our hands are tied.

You can however still try to contact the casino's licensing authorities in order to resolve it as they have higher authority above the casino (you can submit your complaint here: https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=ninecasino.com)

Is there anything else we could assist you with?

Regards,

Nick

Nick

I totally understand your points but what I fail to comprehend is that you fail to acknowledge or mention the fact that these casinos are completing KYC checks and allowing restricted area players to deposit knowing full well win lose or draw they will not pay out.

comments please.

Hello Sutton,

We may investigate the case deeper in case you would still have balance on your account and the casino would refuse to pay it out due the country restriction but unfortunately that is not the current situation.

Please try to contact the gaming authorities as advised above as they might still be able to help you out.

I'm sorry that we could not be more of the assist but we will be now forced to close the complaint.

Best regards,

Nick