The player from the United Kingdom had attempted to withdraw her winnings from NineCasino, but had faced multiple issues related to wagering requirements, processing delays, withdrawal cancellations, and eventual account closure due to a technical fault. The player had successfully withdrawn winnings in the past and had claimed that her account was fully verified. She had a pending withdrawal of £2300, which she claimed she still hadn't received, and six other withdrawals that had been cancelled. NineCasino had explained that the player's withdrawals were rejected due to her exceeding her daily withdrawal limit. Despite the player's objections, we had concluded that all her withdrawals had been processed successfully after resubmission. We discovered that the player had made numerous large deposits shortly after submitting a withdrawal request, which had required her to wager the returned funds to complete new deposits. Despite the player's dissatisfaction, we determined that the casino had acted within their rules and the complaint was rejected.
NineCasino - Player's withdrawal canceled and account closed.
Amount: £16,100
NineCasino
Safety Index:HighUnjustified complaint
REJECTED
Case summary
Nine casino would not let me withdraw until I met a certain wager. I got to this and withdrew 7 amounts of 2300. I questioned how long it was taking as they said it would be done in 24 hours and I had previously had refunds. They said funds were mine don't worry etc. then 5 days later they cancelled them. I went to withdraw and they wouldn't let me because of new watering requirements which wouldn't be the case if they hadn't cancelled the withdrawal. They then said it was a technical fault and closed my account leaving me with no money and upset. I really need that money.
Hello Samanthastephens,
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? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Yes my account is fully verified and I had successful withdrawals before I tried to take the £16100. Winning was with real money and they approved the withdrawal then cancelled. They closed the account on Sunday. I had one pending withdrawal of 2300 which I still haven't had and the other 6 they said they would look to refund but I have not heard anything yet.
Hello Samanthastephens,
Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?
What is it you need to see please? I already put screenshots of them saying it was a technical error and cancelling withdraws. Also them saying the withdrawal would be fine and I was within limits I am not sure what else you need?
Hello Samanthastephens,
How much did you deposit into the casino in total? Did they close your account as mentioned in chat? Did they specify what kind of wagering and how many times do you have to roll your deposit?
Dear Samanthastephens,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Yes they closed my account. I put in around 30k altogether. The wagering should not have been an issue as I already withdrew but they cancelled it based on a technical issue their end
Dear Samanthastephens,
Thank you for all the information provided so far. As we will need more clarification from the casino regarding the case, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Samanthastephens,
I'm Michal, and I have taken over this complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite NineCasino to join the conversation.
Dear NineCasino,
Could you please offer additional clarification as to how and what technical issues affected the player's gameplay, winnings, or withdrawal? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
Hello, dear all!
Samanthastephens, thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.
However, we noticed that your withdrawals on March 4, 5, 7 were successfully approved and paid. Subsequent withdrawals were indeed rejected due to technical issues, after which we asked you to make a withdrawal request once again.
When you tried to do this, you saw a notification about the bonus funds wagering (you had an active bonus that you could cancel, losing the bonus amount and withdraw real funds) and continued playing, losing the funds that were in the balance.
Your last withdrawal of 2300 GBP was approved and paid out. This was the last transaction, unfortunately there are no more funds in your account.
Best regards,
NineCasino Team.
Thank you for your response and the provided evidence, NineCasino Team.
Dear Samanthastephens,
According to the response from the NineCasino Team, while there were technical issues with some of your withdrawal requests initially, all withdrawals were successfully processed after resubmission.
Regarding the duration the bonus remained active in your account and your attempts to fulfill the wagering requirements, it appears that you utilized your balance fairly, resulting in a depletion of funds. Currently, there are no funds in your balance, and there are no active withdrawals. Despite any potential confusion, all your withdrawals have been successfully paid out to you by the casino at this time. I trust this clears up the situation. Is there anything else I can assist you with, or can we consider your complaint resolved?
No this isn't what happened. I had a notification that I had to spend 3k of wagering which I shouldn't have had to do as the withdrawals should have gone through beforehand. The bonus I had was after and I was still pending an old withdrawal and managed to take that one out after loosing the rest!
The withdrawals they are talking about were before the ones I am questioning that got cancelled that shouldn't have been. I shouldn't have been put in a position where I had to use the money that should have been in my bank account, but weren't due to technical fault, to play more to be able to withdraw again!!!
Dear Samanthastephens,
We have checked all your transactions and have concluded that the reason your withdrawals were rejected was that you exceeded your daily withdrawal limit.
Moreover, after you withdrew your funds, within minutes you started making numerous deposits of high amounts without waiting for your withdrawals.
According to our terms and conditions, each deposit must be wagered 3 times before you can make a new withdrawal. Thus, you had to use the funds returned from withdrawals to complete the wager of new deposits.
We are sincerely sorry, but these are our rules and unfortunately we cannot refund the disputed amount to you because it was already played.
Dear Michal, we have contacted you via email with all the evidence. Thank you for your collaboration.
If you have any other question, please let us know.
Best regards,
NineCasino Team.
I had messaged asking if there would be any issues with the withdrawals so felt it was safe to play as I was told there was none and wasn't told it was because of withdrawal limits as actually I was told I was within the limit being a VIP. At no point was I told that putting in more would affect the withdrawals I had already put in and had they not been cancelled I wouldn't have been in that position.
Thank you for further clarification, NineCasino Team.
Dear Samanthastephens,
As mentioned by the NineCasino Team, there were no issues wagering-wise with some of your withdrawals, and you have received all the withdrawals you were entitled to at that time. However, it is an industry standard that every deposit must be wagered a certain amount of times as a part of the AML measures every casino has in place. When you submitted a withdrawal within minutes, you started making numerous deposits of large amounts without waiting for your withdrawals. Thus, you had to use the funds returned from withdrawals to complete the wager on new deposits. Your attempts to fulfill the wagering requirements utilized your balance fairly, resulting in a depletion of funds. Currently, there are no funds in your balance, and there are no active withdrawals. Despite any potential confusion, all the funds in your balance were lost fairly, and the casino team has acted within their established rules.
I hope this has clarified the situation. Is there anything else you need assistance with, or can we consider your complaint resolved?
This is simply wrong.
I had 5 withdrawals that got cancelled and one pending. These should have gone straight through to my account and I was told they would. The withdrawal from the 5th still was pending when I was being made to wager when I shouldn't have been. Then it came back into my account, again cancelled for no reason, after I was made to wager to get back out the withdrawals I already had. To get that out I had to lose a bonus of over 1k before you shut my account.
All 6 withdrawal that were cancelled due to technical fault should not have been subjective to anything as I had already withdrawn and it wasn't my fault they ended up back in the site rather than my account, being cancelled because of a technical fault then made to spend more and lose the bonus. This is fraud. I was well within limits as a VIP member and I was told there was no issues with the withdrawals hence why I continued playing while I awaited the withdrawals.
How can I escalate this and is there a lawyer I can speak to please?
Dear Samanthastephens,
As previously explained, the reason your withdrawals were declined was due to exceeding your daily withdrawal limit. After submitting a withdrawal request, you proceeded to make several large deposits shortly thereafter without allowing time for the withdrawals to process. Each deposit must undergo a specific amount of wagering as part of the standard Anti-Money Laundering (AML) measures that every casino implements. Your efforts to meet these wagering requirements resulted in the depletion of your balance.
Currently, there are no funds remaining in your balance, and there are no pending withdrawals. Despite any potential confusion, all funds were used fairly, and you have received all the withdrawals you were entitled to at that time. I understand that the resolution of your complaint may not meet your expectations. However, after thoroughly reviewing all the information and evidence, it appears that the casino team has acted in accordance with their rules. Therefore, further investigation is deemed unnecessary, and this complaint will now be rejected.
If you are not satisfied with our decision, you are free to contact the Curaçao eGaming Authority Curaçao eGaming (curacao-egaming.com) and submit a complaint to them. Please keep me informed of their response and the outcome of your complaint at michal.k@casino.guru.
I regret that I couldn't offer more assistance in this instance.
Best regards,
Michal
Casino Guru
