NineCasino - Player’s withdrawal has been withheld.

Hello! I have 101027105 HUF on my account now, which equals 262 313 EUR. I dont really now how we gonna process this with casino because of their limits. But even now when i am trying to withdraw small amount - 1500 EUR, they are telling that my currency is on HOLD and i need to wait, i dont rly understand how much to wait and why to wait. Could you guys please help?

Thank you.

Dear Andras,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session? Was your account successfully verified in the past? Were your winnings accumulated with or without an active bonus?

Hopefully, we will be able to help you as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, the cash out for 4.000 eur was made today, then they stole my balance and canceled other withdrawals (4.000 eur), my balance was near 300.000 eur.

I was verified and also i used bonus of 500 eur cash.

Please help me, they stole from me 300.000 eur and also my cashout of 4.000 eur.

Thank you,

Looking forward to hearing from you.

Also wrote them an email

Pls check my balance on Evolution Gaming provided by Nine Casino

Now its near 0 xD Please have a look, thank you team!

Also u can check my deposits to them, its a scam lol

Dear Andras,

Thank you very much for all the forwarded screenshots. Since the last one suggests a bonus abuse accusation, could you please forward a screenshot of your bonus history?

Now casino blocked the bonuses tab for me. I wish I can get my original deposits from casino and we can close this case. Thank you.

my original deposits

waiting for your reply

Also please note that I made everything by rules, played the wager and won all the money via Evolution Gaming provider. There is no issue with the bonus, you can check that I am still in the monthly leaderboard even after recounting the bonus points. It’s just a excuse not to pay the winning. As I told before, just return my original deposits and we are all satisfied.

Dear CasinoGuru team,

Lets focus on the refund now, i am sure it can be more possible and can harm casino reputation much more.

Now what i wish it is just a refund of my money, i have no hopes about getting the win from this casino, but hope to get a refund and close of my account there.

Wrote them an email already, hope it will help.

Looking forward to hearing from you.

Best wishes,

Andras L*******

Btw, the bonus system was blocked for me and new rule was added to T&C, which they did not have before.

All players can take advantage of the bonuses, except for the cases when the bonus has country restrictions and the player is a citizen of one of these countries. Players from Sweden are not allowed to receive bonuses. No bonuses are available to players from Sweden, including participation in any kind of promotional programs, receiving VIP rewards, as well as the exchange of comp points.

The player is not allowed to abuse the bonus offers. In case of such abuse the Casino has the right to prohibit the player from receiving any bonuses and to cancel any winnings received using bonus funds, both at the moment of wagering and after it.

Also because of this i would like to ask the refund of all my original deposits. Kindly note that this rule was not publishes while i was playing (still telling i did not abuse anything) and bonuses can not be blocked for me.

Also please note, that T&C

Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR, 7,5 NZD, 10 CAD/AUD, 100 CZK, 90 ZAR, 10 BGN, 40 DKK, 40 HRK, 25 RON, 50 NOK, 1950 HUF, 5 CHF, 0.027 LTC, 0.00019 BTC, unless otherwise specified. The max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game).

The winnings obtained by using bonuses become available for withdrawal only after meeting the requirements of all wagering rules.

All bonuses (unless otherwise specified) need to be wagered 40 times before the funds can be withdrawn.

is only work with these promotions and available for casino/spins (not live casino)

no word about personal bonus of 500 euro.

Wager for 500 euro personal bonus is 1x, no specific rules about it. Kindly support me with this. Thank you.

Kindly note , that on this webpage Information About Bonuses – How To Receive And Withdraw Your Bonuses In Ninecasino there is no T&C about personal bonus of 500 eur with wager 1x.

Also please note i was in montlhy leaderboard on the 1 place after recounting all of my points, in the end of this month i should get montly reward of 150,000 points if i am right.

Please, note that not in all games a bet amount is fully taken into account when wagering the bonus. 100% of the bet is taken into account when playing slots, except for the slots below.

Playing for bonuses is not available in the following slots: Aztec Emerald, Fruit Loop, Scarab Treasure, Princess of Pearls, Wild Hearts (Amatic); Rocket Dice, Blackjack Surrender, Plinko, Zorro Wild Heart (Bgaming); Surfin’ Reels, Wombaroo (Booming games); Dr. Jekyll & Mr. Hyde, Fruitbat Crazy, Max Quest:Wrath of Ra, Lava Gold, Pinocchio, Spinfinity Man, Split Way Royal, Sugar Pop, Sugar Pop 2:Double Dipped, Super 7 Blackjack, Take the Bank, Take Olympus, Take Santa’s Shop, Tens or Better, The Hive!, The Mystic Hive, Three Card Rummy, Triple Edge Poker, Vip European Roulette, WhoSpunIt Plus, Zoom Roulette (BetSoft); Ninja (Endorphina); 1429 Uncharted Seas, Hope Diamond (Epic Media); Deep Blue Jackbomb, Lines of Magic (Felix Gaming); Fluffy Rangers, Rocket Stars (Evoplay); Egyptian Dreams Deluxe, Jellyfish Flow, Knockout Football, Knockout Football Rush, London Hunter, Magic Oak, Presto!, Pumpkin Patch, Santa’s Village (Habanero); Ambience, Mega Boy, Roo Riches, Super Fast Hot Hot Respin, Tree of Fortune, Vegas High Roller (iSoftbet); Bangkok Dreams, Crystal Cavern, Dino Odyssey (Kalamba); Bastet and Cats (Mascot); Dead or Alive, Dead or Alive 2, Dead or Alive 2 Feature Buy, Devil’s Delight, Lucky Angler, Reel Rush 2, Reel Steal, Robin Hood: Shifting Riches, Scudamore’s Super Stakes, Serengeti Kings, Single Deck Blackjack Professional Series, Street Fighter II: The World Warrior Slot, The French Roulette, Rome: The Golden Age, The Wish Master, TXS Hold’em Professional Series, Wilderland (NetEnt); Book of Shadows (Nolimit City); Myths of Bastet (Onlyplay); Baker’s Treat, Eye of the Kraken, Golden Legend, Happy Halloween, Hugo 2, Mahjong 88, MULTIFRUIT 81, Pearls of India, Pimped, Rage to Riches, Royal Masquerade, Sea Hunter, Tower Quest (Play’n’Go); Solar Temple, Solar Queen, Solar King (Playson); Age of the Gods: Ruler of the Seas, Shields of Rome, Storms of Ice Power Play Jackpot, Wild Lava, Savage Jungle, Viking Runecraft (Playtech); 3 Kingdoms – Battle of Red Cliffs, Bronco Spirit, Cash Elevator, Dragon Kingdom - Eyes of Fire, Golden Beauty, Jade Butterfly, Jungle Gorilla, Queen of Gold, The Champions (Pragmatic); Jammin’ Jars 2, Wild Swarm, Wizard Shop (Push Gaming); 3 Tiny Gods, 300 Shields, Africa X UP, African Quest, Agent Valkyrie, Age of Conquest, Alchemy Blast, Astro Legends: Lyra and Erion, Art of the Heist, Augustus, Beautiful Bones, Bikini Party, Book of Oz, Bookie of Odds, Break Da Bank Again Respin, Castle Builder, Castle Builder II, Cool Buck, Craps, Dragon Dance, Elite of Evil:Portal of Gold, Forsaken Kingdom, Gems Odyssey, Gods Of Power, Goldaur Guardians, Golden Stallion, Hot Ink, Le Kaffee Bar, Lil Devil, Lucky Clucks, Magic of Sahara, Medusa, Monster Blast, Peek-a-Boo - 5 Reel, Pets Go Wild, Rabbit in the Hat, Reel Gems, Retro Reels, Retro Reels Diamond Glitz, Retro Reels Extreme Heat, Scrooge, Sisters of Oz WOWPOT, Spectacular Wheel of Wealth, Stardust, Sweet Chilli, Tomb Raider - Secret of the Sword, Tomb Raider, Untamed Bengal Tiger, Untamed Crowned Eagle, Untamed Giant Panda, Untamed Wolf Pack, Vampire: The Masquerade - Las Vegas, Village People Macho Moves, Wheel of Wealth Special Edition, Wheel of Wealth, Wild Orient, Zombie Hoard (Quickfire); Skulls Up! (Quickspin); 5 Families, Ancients Blessing, Aztec Spins, Bombuster, Diamond Blitz, Dynamite Riches, Lucky Fridays, Spin Town, Three Musketeers, Reel Heist, Well Of Wishes (Red Tiger); 3 Secret Cities, Book of 99, 100 Bit Dice, Deep Descent, Frequent Flyer, Hellcatraz, Kingmaker, Lil Devil, Marching Legions, Royal Mint, Slot Vegas Megaquads, Trail Blazer, Wizard Shop(Relax); 1 Reel Egypt, 1 Reel Fruits, 1 Reel Halloween, 1 Reel Monkey, 1 Reel Xmas, Cupids Strike 2, Divine Forest, Lemur Does Vegas, Summer Splash, Mines of Gold, BlackJack (Spinomenal); 1429 Uncharted Seas (Thunderkick); Crypts of Fortune, Mining Factory, Victoria Wild (TrueLab); Alchymedes, Ancient Eclipse, Cauldron, Cazino Cosmos, Dark Vortex, Dwarf Mine, Double Dragons, Football Glory, Hammer of Gods, Holmes and the Stolen Stones, Jackpot Raiders, Johnan Legendarian, Jokerizer, Legion Hot 1, Ozwin’s Jackpots, Robin Sherwood Marauders, Spina Colada, The Hot Offer, The Dark Joker Rizes, The Royal Family, Towering Pays Valhalla, Tut’s Twister, Vikings go to Hell, Vikings go Berzerk, Wicked Circus, Wolf Hunters (Yggdrasil); 9 Lions, Black Horse, Black Horse Deluxe, Butterfly Lovers, Hot 777, Hot 777 Deluxe, Larry The Leprechaun, Reel Hero, Relic Huntersand the Book of Faith, Sonic Reels; alle Jackpot Spilleautomater.

All card games, roulette, poker and video pokers contribute to 5% of the bet.

Games with live dealers are not involved in wagering.

Kindly note that i was playing live games via Evolution Gaming and i could wager my bonus (1x).

From all of this i can tell that there are no rules which could go into my case with 1x wager personal bonus of 500 eur.

Kindly provide me with refund NineCasino

I can dig deeper, you were always withdrawing after completing 1x wager of 500 eur, when i won big, you started to add weird rules.

I can show all of bonus history, playing history and you did cash out. Now you are not.

Also question for NineCasino, why do you keep me in top winners if i am abusing bonuses and cheating? xD

"Should the user become aware of possible errors or incompleteness in the software, he/she agrees to refrain from taking advantage of them. Moreover, the user agrees to report any error or incompleteness immediately to ninecasino.com Should the user fail to fulfill the obligations stated in this clause, the Company has a right to full compensation for all costs related to the error or incompleteness, including any costs incurred in association with the respective error/incompleteness and the failed notification by the user."

I reported to the support when i had just 70.000 eur, not even 300,000 eur

Dear Andras,

Could you please forward your complete game history too? My email address is petronela.k@casino.guru.

Thank you very much, Andras, for your game history.

Do I understand correctly that your winnings were accumulated with an active bonus?

I have checked the general bonus terms, and this is what I found:

"Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR, 7,5 NZD, 10 CAD/AUD, 100 CZK, 90 ZAR, 10 BGN, 40 DKK, 40 HRK, 25 RON, 50 NOK, 1950 HUF, 5 CHF, 0.027 LTC, 0.00019 BTC, unless otherwise specified. The max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."

Would you agree that this rule has been used to justify the cancellation of your winnings, please?

GAMIFICATION TERMS & CONDITIONS

All the transactions inside Gamification are made in the currency you choose during the registration process. In case you have changed your wallet’s currency all the deposits will be converted into the currency you provided when registering.

All currencies will be converted at the average daily exchange rate.

Points are an internal platform currency. Points can be won by playing slots, spinning wheels or completing missions. By collecting points, you’re increasing your level. The more points you collect, the higher your level is. Points can be spent in Shop, it won’t downgrade your Level. Points are awarded based on the following rules:

For each real money bet of €50, the player will receive 1 point;

For each deposit of €20, the player will receive 5 points.

Level is your position in a HighRoller Rank. You can upgrade your level by achieving a certain amount of points. Every new Level opens it’s list of missions.

Missions are interactive challenges, proposed for the players when achieving a new Level. By completing Missions, you can earn points and move between the Levels.

Wheel of Fortune is a mini-game, where you can get additional points and cash prizes.

The terms of participation:

All the prizes can be seen inside the mini-games

Daily Wheel – 2 Free Spins for login per day, the cost is €0.1 per player.

Fortune Wheel – unlimited attempts per day, 25 points for one spin, the maximum prize is €500, the cost is €0.25 per spin.

Super Wheel – unlimited attempts per day, 1,000 points for one spin, the maximum prize is €50.000, the cost is €10 per spin.

Shop is an internal market. You can change your Points to bonuses and prizes in Shop. The lifetime of the bonuses is 7 days (4 days to activate and 3 days to use).

The offline prizes issue will be decided on a case-by-case basis.

The detailed Bonus Terms & Conditions can be found in the item’s description.

As i know those T&C only for slots, not for Live Casino.

Any T&C about following bonus?

All card games, roulette, poker and video pokers contribute to 5% of the bet.

Games with live dealers are not involved in wagering.

But i was wagering via Live Casino, not slots

And the casino still own me 60.000 points. but they just blocked me from the bonuses

Vance 03:28 PM

500 EUR cash bonus is the one that's availble through your Points system

John 03:29 PM

yes, but there is no T&C about it

and about maximum bet

Vance 03:30 PM

Yes, as I may see only max bet when playing slots is indicated there - 5 EUR or 1950 HUF. It's always been 10 EUR and 3900 HUF in live games

John 03:30 PM

Where i can find about live games?

Can not find it in T&C

Read

Vance 03:31 PM

As I may see it's not indicated in T&C

They have no rules about Live Games in their T&C

At first i am blocked because of abusing

Now i am blocked because of multi accounts

Interesting story, @NineCasino 🙂

Dear Andras,

The general bonus rules that I have cited previously apply to all the issued bonuses. It means that they need to be followed when playing any and all promotional offers.

Additionally, I have noticed different nicknames (Andras vs. John) in live chat conversations. Could you please elaborate? Thank you in advance.

Dear Andras,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.