The player from Austria tried to withdraw his winnings, but the casino canceled the withdrawal probably due to deposits made from a third-party payment method. The player later confirmed that the casino returned his winnings and he managed to withdraw the funds successfully, therefore we marked this complaint as resolved.
NineCasino - Player's winnings have been canceled.
Amount: €14,000
NineCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
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I played at nine casino. Deposit 50 euros. Then I won. Entire documents sent. But something was always missing. Then I sent everything. Suddenly I couldn't chat anymore, it was blocked. The only answer I got to the e-mails was your ticket has been created, nothing more. But the hammer comes now I look at the payout account and my money is cancelled. But where it's not even on the player account it's completely gone. And I still had a few cents in the player account and it's now completely zero. Find it really sad
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1 year ago
Dear Patzilein,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the casino canceled your withdrawal due to deposits made from a third-party payment method?
Could you please clarify if you and your wife have a joint account or if you just have permission from her to use it?
Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
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Yes they canceled my prize of 14,000 euros. They claim my wife is the 3 provider. But it's not like that. This is a joint account. Named Wilfried G*** and Ingrid G***. Money comes up from me and from the woman. I have the same rights as my wife.I'm happy to send you an account statement as both names are above. If it was just my wife's account, it would just say her name below. But it's not like that. The only thing I don't have is an account card. Because I use my wife's. Please help me to get at least a part of the profit. LG Wilfried G***
Edited by a Casino Guru admin
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1 year ago
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And how does it look now with my profit sum.
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1 year ago
Thank you very much for your reply, Patzilein. If possible, please forward me the bank statement, or other document showing that both you and your wife are legitimate owners of the bank account.
Have you informed the casino about this fact? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
Hi
Yes, I explained to them that there was money coming up from me and my wife. And that it is not forbidden. I couldn't read that out. Since we are both account holders. They just wrote to me, my wife. Be 3 providers.
I've never had any problems with the joint account. Only at ninecasino. And they want to post the 50 euros back to my account. The owner should get her money back.
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1 year ago
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Hi
So I hope I sent you everything you need. I thank you in advance
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1 year ago
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Hello again, these are the amounts that you canceled ha
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1 year ago
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I've contacted them again but that's all I ever get in response. See chat and email history
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1 year ago
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I hope for a quick solution thanks in advance
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1 year ago
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Hi
Now I've at least managed to get my canceled winnings back on the player's account. But what's funny is it's about 14,000 euros and not 15,000 euros.
They booked me 15,000 back.
But now comes the next problem. i have passport face detection . Paysafe account sent can even see uploaded documents but according to them they don't have it.
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1 year ago
Do I understand correctly that the casino returned you 1,000€ more than they should? Also, do I understand correctly that you are now trying to pass the verification?
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1 year ago
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You have booked the canceled amounts back to the gaming account. But I had 4,000 euros paid out twice and 3,000 euros twice. Because they informed me that I could not pay out such large amounts at once. But I have no chance to certify the account. I will send you account statements does not fit. There are always 21.7.022 /17.15.44 50 euros with Iban. I sent an account statement that doesn't fit. Then they want Dimoco April 5.45 50 euros. But I looked at paysafe account and can't find these payments on account statements.
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1 year ago
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And instead of 14,000, they charged me 15,000. I sent passport. Face recognition. proof of address. Account statements. Evidence that it is a limited account. But no chance to make a payout.
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1 year ago
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But I can't pass the review because they keep finding something new.
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1 year ago
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I think everything I've sent should normally be enough for me to be that person.
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1 year ago
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And now comes the next problem. I paid once with my cell phone. But unfortunately I no longer have this mobile phone contract. What do I do now. Do I have a chance to pay it off now? Because I don't waste time with the casino. Because slow is enough
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1 year ago
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Hi
I would like to thank you very much for your help.
I managed to withdraw my winnings. A little push with guru got it working. I say thanks.
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1 year ago
Awesome news, Patzilein. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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