The player from Spain was experiencing problems with the casino system and support team, including losing points, technical errors, and dissatisfaction with the winnings margin. Despite her grievances, we had determined that these issues were not necessarily due to the casino's system but could have been related to the player's connection. As no other players had reported similar issues, we had suggested she try another casino. Unfortunately, we could not further assist the player and her complaint had been rejected.
NineCasino - Player's points and games lost, and hindrance on high winnings.
Amount: ??
NineCasino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.4
NineCasino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Translation
This casino has been providing no benefit as I strive to reach the gold level (thinking this might help me win some game). They took away my points and no one from the support team could provide me with an explanation. The entire website keeps giving errors and games are continuously disappearing. If you win more than 100 euros, they seem to do everything possible to create obstacles.
Automatic translation:
Public
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8 months ago
Hello petrova78galina,
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 if your account is already verified and if yes, since when exactly? Are the bonuses the only issue with the casino? When was the last time you spoke to the casino and what was it about?
Please note that every single bonus and VIP statuses are just a good-will of the casino and they may refuse to give them to any player without any reason given. If you unsatisfied in this specific casino, I would recommend to register in a different one.
Looking forward to your answer.
Regards,
Nick
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Public
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8 months ago
Translation
I could send more than a hundred images of screenshots with errors and conversations without any purpose. If I don't like it - of course I'll leave - but it's not necessary to deceive people. 
Automatic translation:
Public
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8 months ago
Hello petrova78galina,
Such cases are mostly on the player's connection and has nothing to do with the casino. I really can't advise anything else just to chose a different casino as it is not possible to start a case based on one player's experience as nobody else complained about it so far. If more player would come after us with the same issue, we may consider that the issue can be on the casino's site but in most cases, it's not.
Is there anything else we could assist you with?
