NineCasino - Player's winnings were capped.

Hello!

My user on ninecasino is

sl***@gmail.com.

I recently faced an issue with the nine casino.

I contacted with live chat to ask for some loyal free spins. They credit me some and ensure my that loyal free spins have no max cashout. I contacted again the customer live support i spoke with another agent and agreed with the previous that max cashout doesn't exist.

A day after i received loyal free spins again and i managed to wager them and i had a balance 1300 Euro. Then they are telling me that the max cashout is 50€ only.

Can you help me with this issue?

I attach some screenshots.

Thanks

Spyros

Dear spyroslavranos5,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the bonus T&Cs and I found this:

"5. Loyalty free spins

5.1. The maximum you will ever be able to withdraw from play with funds associated with a no-deposit bonus or free spins is 50 EUR, 75 CAD, 75 NZD, 75 AUD, 1250 CZK, 900 ZAR, 100 BGN, 375 DKK, 375 HRK, 250 RON, 500 NOK, 21000 HUF, 50 CHF, 200 PLN/PEN, 300 BRL, 50000 CLP, 1000 TRY, 0.7 LTC, 0.0019 BTC or equivalent, unless otherwise specified."

This means that your winnings have been reduced in compliance with the bonus T&Cs.

Furthermore, I have not found any screenshots attached to this complaint. Please, post them here or forward them to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello!

I read after the terms and conditions.

Im attaching you the screenshots.

Thanks for your support

Thank you for your reply, spyroslavranos5. Could you please post here (or forward me) a screenshot of your bonus history?

Good morning!

In attach you will see the relevant bonus.

26.05.2023 - 20:22

Do I understand correctly that you received 35 free spins? Did you activate the bonus with a new deposit or not?

Good evening, I made a deposit and then requested the free spins from the chat, where they informed me that the bonus does not have a maxcashout as I received it because of the deposit I made.

Thank you very much, spyroslavranos5, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you very much! Let's hope it will be resolved.

Hi spyroslavranos5,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite NineCasino to the conversation to participate in the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good evening, thanks for your effort, I'm trying to stay positive.

How exactly will the casino rating be affected by the 9.4 it has?

Dear Customer,

Thank you for bringing your concern to our attention. After conducting a thorough investigation, we have carefully reviewed the details of your query regarding the maximum withdrawal limit.

We would like to clarify that the maximum withdrawal limit is not restricted; however, it is important to note that loyalty bonuses are subject to specific terms and conditions. These terms may include a maximum win limit, which refers to the remaining amount after the wagering requirements have been fulfilled.

To ensure transparency, we clearly indicate the presence of a "max win" label in the bonuses and free spins section where applicable. This information serves as a reminder of the limitations associated with certain bonuses.

Regarding the screenshot you provided, we regret to inform you that it does not pertain to the Loyalty Free Spins result that you received during your Live Chat session. We apologize for any confusion this may have caused.

If you have any further questions or concerns regarding our bonus terms and conditions, please do not hesitate to reach out to our customer support team. We are here to assist you and provide any necessary clarification.

Thank you for your understanding and cooperation.

Best Regards, Nine Casino Team.

So doesnt matter both of your agents made a mistake. Can this be negative evaluation for the casino please?

Hi all,

Thank you for your replies. Even though the live chat support made a mistake, the rules in the casino's T&Cs clearly state that there's a max cashout for loyalty free spins. The situation isn't optimal but human error does happen. Since the confusion was caused by the wrong information from the casino staff, it would be appropriate if the casino offered some sort of compensation as a gesture of goodwill.

Dear all!

Thank you for reaching out to us and for your understanding regarding the confusion caused by the misinformation provided by our staff. We sincerely apologize for any inconvenience this may have caused.

To show our commitment to resolving the situation and as a gesture of goodwill, we have issued a 20 euro cash bonus to player's account. Please note that this bonus comes with a wagering requirement of x30.

We hope that this compensation demonstrates our dedication to providing the best possible experience for our valued players. If you have any further questions or concerns, please feel free to reach out to our support team.

Thank you once again for your understanding, and we look forward to serving you better in the future.

Best regards,

NineCasino Team.

Thanks for the compensation.

Thank you NineCasino Team for offering the bonus.

Dear spyroslavranos5,

I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter