NineCasino - Player's dissatisfied with the casino services.

I opened an account on 13/5/24 with the casino. I deposited £50 using Revolut. I went on chat tonight 16/5/24 to ask if I am able to deposit and withdraw as I hadn’t fully checked reviews before I joined the casino. I noticed in some reviews that some people from the UK were told they cannot play at the casino and yet they were permitted to open an account and made deposits. I went on chat to the casino and was told to read the ts and cs. I did and they are very unclear. In my chat tonight with the casino the first person said he has checked and I am not restricted in any way. I then chatted with a second person and was told she cannot locate my depisit! I am very annoyed at the moment as firstly I was just checking if I am allowed to play or not and then to be told they have no record of my deposit! Very suspect. The way I’m seeing it is that they restrict people from the UK but let them play anyway and then hide the depisit. I want my £50 back that I paid on their website using Revolut. I have screenshots of my chats if you would like to see them.

Dear Casbar1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify how much money you currently have in your casino account?
• Have you tried requesting a withdrawal?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Best regards,

Kristina

I will send copies of my chats to the email link you have provided. I notice that in the link for the casino Nine Casino changes and one link had 40-Nine Casino and another 72-Nine Casino and I’m not sure what this means but I gain access to the links and am able to access my account but if it’s a scam site I want my data removing. I don’t have a balance at the casino as I only deposited £50 and used this on the 13/5/24 with my first bonus. I was going to make a second deposit yesterday but did not . I clicked on a link for the casino just now https://ninecasino2.com/lobby and I clicked on another link https://40-ninecasino.com/?cxd=35411_1320356%7Cafp10%3Acgx1614315029581506p16&brand=ninecasino&bta=35411&utm_campaign=cgx1614315029581506p16 and the links take you to the casino but they have a number after the name and not sure what’s going on

Thank you for your reply, Casbar1. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds or winnings have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem to be the case here but correct me if I am wrong, please.

If there is anything else, we could help you with, do not hesitate to contact us, otherwise, I will be forced to close this complaint. Thank you for understanding.

Thank you for your response. I totally agree with you.

i just feel I need a definitive answer from the casino as to the restrictions.

i mean if they think that it’s ok to deposit but then if I win and try to withdraw that they then deny me those winnings then that’s a different story. Realistically though would you be in a position to help me in that case?

I understand your point of view, but as I explained, unless the casino confiscated your winnings due to being from a restricted country, there is not much we can do. You can always contact the licensing authority, but I don't think their opinion will be different.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.