The player from Spain reported that the casino mixed real money with the bonus balance, forcing high-odds bets to unlock funds. Although support acknowledged the issue, they did not return the real money despite terms stating otherwise. The player provided proof but failed to respond to follow-up questions from the Complaints Team. Consequently, the complaint was rejected due to lack of response.
NineCasino - Player’s winnings are incorrectly mixed with bonus funds.
Amount: €25
NineCasino
Safety Index:HighSafety Index
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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
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
6 months ago
Translation
Scammers! With the first bonus, they mix your real money with the bonus balance even if you win the real money bet. You report it to support, and they agree with you, but they don't return your real money. They force you to bet the real money with high odds to unlock everything. This isn't stated anywhere. In their terms, it says that the winnings from real money are separate from the bonus money.
Automatic translation:
Public
Public
6 months ago
Hello carloscg195,
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? What kind of bonus did you claim? When was the last time you spoke to the casino and what was it about?
Please note that it is basically not important which money is deducted first as the bonus rules applies even if you play with real money during an active bonus.
Looking forward to your answer.
Regards,
Nick
Public
Public
6 months ago
Translation
Hello, yes it is verified, yesterday I made the first deposit, I put in a little money to see how this casino worked and I ran into this problem, at that same moment I spoke to support, even though they agree with me and know that they shouldn't combine real money with bonus money (I have proof), his only response is that if I don't like it, I should suck it up and not play anymore.
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