The player from Austria, who had deposited approximately 9500-10000€ at nineCasino and won nearly 30,000€, had faced difficulties in withdrawing his total winnings due to the casino's daily and single transaction limits. Additionally, he had experienced repeated requests for additional identification documents and issues with funds being returned. This had led to the player gambling and losing his winnings. The verification process had been ongoing since May 1st and the player's documents were constantly being rejected. The player had ended the complaint without resolution as he had lost his winnings.
NineCasino - Player's large winnings gone due to withdrawal limits and requests for re-verification.
Amount: €30,000
NineCasino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
Public
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7 months ago
Translation
Hello *
I have been at nineCasino since the end of January 2024.
Since then, I have only played on this site and have deposited approximately 9500-10000€.
I have played and cashed out at various online casinos, but I have never experienced anything like what happened at nineCasino. I've had a few instances where my balance reached almost 1000€, but I never cashed out, thinking I would hold off until I had a more significant sum.
About 10 days ago, things took a turn for the better. I played all night and racked up nearly 30.000€. I attempted to cash out, only to find out I was only allowed to withdraw up to 8500 €. The next day, they paid out only 2500€ and returned the rest. Their explanation was that a maximum of 3000€ can be paid out per day, and only a 2500€ maximum can be withdrawn at once, so I requested a 2500€ payout multiple times.
When I wanted to withdraw another 2500€ the next day, I had to upload identification, which was fine. This also went smoothly with the next 2500€. However, that was the last amount I received out of the initial 30.000€. I attempted to withdraw the maximum amount every day, but 25-30 hours later, my withdrawal was cancelled and reversed for the reason that I must upload additional documents, including my identification again. They rejected my identification five times, without explaining why. They also requested documents I did not have (related to a Skrill account). I explained to them over chat that I did not have such an account, but after a week of back and forth, the weekend interrupted our correspondence.
In the meantime, I could not cash out and had over 20.000€ in my account. I am convinced that the casino's intention is that you have all your money there and you end up playing through it all again before you can withdraw. I became so frustrated that I squandered the entire amount within five hours. I had initially been so excited about the 30.000€, but in the end, I only received 5.000€, which I spent immediately because I incorrectly thought I would receive more later. My account balance is now zero.
I am 1000% sure their motive is to trap players like this. Instead of setting unreasonable withdrawal limits, they should consider allowing users to claim the entire sum they wish to withdraw and then incrementally pay it out. As it stands, when you finally win after three months and roughly 10.000€ in losses, you are made to feel like a fool. They are nothing but criminals. 😏😌
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7 months ago
Hello idriziamin,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please also note that as the casino has a monthly withdrawal limit as well, they will probably not process them till the next month anyway.
Looking forward to your answer.
Regards,
Nick
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6 months ago
Translation
So first I just had to verify with my ID and bank statement - said and done. Paid out 2x €2500! Then with the next payout I had to send my ID again, even though it was OK the first time, they rejected it 5 times and sent it back to me, so it started on May 1st with the many documents, and everything was constantly being rejected and sent back.
I last chatted with them about a week ago.
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Public
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6 months ago
Hello idriziamin,
As most verification process takes up to 14 days, can you please advise if there's been any update since your last post?
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6 months ago
Translation
Hello., never mind, forget it, it's no use now. Since I've lost the money again, there's no point talking about it anymore anyway.
New case ;
Since that day I no longer play at nineCasino, but at MRGreen.
I also won 20k there and pressed cash out. So 1x 14,000 + 1x 6,000.
Although as soon as I opened the account there, I verified myself so as not to have the same problem as with NineCasino.
But MrGreen asked me to verify myself again.
It's been 3 days now, and according to the chat staff it's all fine now.
But nothing has happened for 3 days.
I don't understand what's wrong with all of them, you pay for months almost every day, then once you get something, they make everything so stressful for you.
How long does the casino have until they confirm my winnings or until I get the money?
Lg Aminidrizi
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