The player from Germany deposited money into ninecasino using her husband's account, which resulted in a warning. Despite this, she was allowed to continue playing and activating bonuses. She's now having issues with a withdrawal and is seeking advice on the situation. The complaint was resolved as the player received her money from the casino.
NineCasino - Player's withdrawal issues after depositing from wrong account.
Amount: €9,000
NineCasino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello everyone,
I have a problem:
I have been playing at ninecasino. I made a deposit using my husband's account, yes, I know it was a thoughtless action on my part. I simply did not consider the implications.
Before this, I used my own means to deposit.
I received an email informing me that I should not do this and reminding me to be cautious in the future. It was a warning. The necessary documents had already been validated, and this was known. I had also requested a payout.
However, after this warning, I was allowed to continue playing indefinitely.
Why was I allowed to continue my game?
Especially after the deposit using the inappropriate method.
What do you think, can I do anything about this?
Following the deposit with the incorrect method, I activated another bonus that was meant for my previous deposit using my own account. I played with both. According to the terms and conditions, the real money should be used up before the bonus. However, in this case, that did not happen, and this was confirmed to me. This, too, was a violation. Who can now ascertain if I could have won that substantial amount with my bonus? Irrespective, it still was a contravention. What advice can you give?
In the chat, I was assured that I would still get the money and was told not to worry.
Automatic translation:
Public
Public
1 year ago
Hello Jenny1306,
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 currently verified? Could you please forward the warning from the casino regarding the 3rd party payment to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about? Are they blocking your payout or only the deduction of the balance during the bonus bothers you?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Thanks for your answer. I sent them everything.
Automatic translation:
Public
Public
1 year ago
Translation
Now my account has just been blocked. Without information, without my escalation being processed. Please help me.
Automatic translation:
Public
Public
1 year ago
Translation
I also think the casino has a problem because I'm new. Deposited €500 and won €9000.
I know other casinos in Curaçao that don't care if you've been playing there for years. I have made a mistake. My husband's account is integrated into my online banking contract and I just clicked on one. I only noticed it afterwards.
but I will fight for it because I don't let myself be warned and people say everything is ok and then suddenly it's not. Thank you for helping me.
I know I violated the terms and conditions. I don't want to deny that, but I believe everything is, ok boom, it will be confiscated after all. I wouldn't have continued playing if I had known that. I was so honest and asked in the chat and by mail what is happening now. Answer: we see no problem here! When it was confiscated, the email also said my account was blocked. But if the chat was still open for three days, I was told that nothing was closed, everything was ok with the account, I continued to make deposits, although apparently I wasn't allowed to.
Edited
Automatic translation:
Public
Public
1 year ago
Translation
In the chat I was then told that it was because I wanted to pay out to another account. I asked here beforehand. Since I was told that I would certainly receive the payout despite the deposit from a third party, I asked which account I should pay out to? Answer; with the same method. I was also told there was no problem. I always asked beforehand. I consider such statements to be honest and binding.
Automatic translation:
Public
Public
1 year ago
Translation
here it is very clear that I made a wrong deposit. The email from the risk department, the warning came the day before! Why was nothing done?
in chat they knew. Apparently no one had a problem with that. My account was not blocked, nor was the profit. Only after that at some point.
now my account is blocked but only since i complained. After the confiscation, I was allowed to continue depositing and playing without any problems.
I received a reply regarding the escalation, exactly the same as Tuesday. Same text, no normal answer. The casino just let me play despite the violation in order to make money from it. I have read so many cases here of winnings being confiscated. I always read the same thing. As soon as it becomes known, the account is blocked immediately and the profit is gone. No casino will then let you gamble up to €9000. I wouldn't have done that either if I hadn't been told everything was ok. The casino waited a bit to enrich itself. Then I also had the maximum win in a game, that was known and no problem, nothing happened.
Edited
Automatic translation:
Public
Public
1 year ago
Translation
Unfortunately, I can think of more and more contradictions: When I had already deposited with the third party, I also requested a withdrawal. The finance department then only asked me to verify my astropay account. Funny. I broke the rule and nothing is requested. When I asked in the chat later, it suddenly said you need a bank statement from the account that was wrong. But no one could have sent me an email about this, due to the high volume. Then the mail suddenly came 5 minutes after the chat. Very strange. If I hadn't asked, I would still be playing today. It is fraud with intent and false statements by the employees. Here they played for time, waiting to see what else I could win.
I can't read anywhere in the terms and conditions that support cannot make any binding statements.
I even sent the bank statement in the chat. The employee would carry out a preliminary check. Nothing happened and I kept playing.
Based on these false statements, I think it would simply be fair if my account was reopened, the winnings were credited and I could continue playing at ninecasino with it.
and that employees are properly trained!
I will not be told that I will receive the profit, although it has already been decided internally that I will not. It is fraud with intent. I've asked so many times. If I had been banned as soon as it became known, as is usual in casinos, I would not have opened this case, but I was lied to and was allowed to continue playing without end.
Now I'm also being accused of requesting the closure of the account. Of course I never did. Until the case was resolved, I would never have closed. 
after first declining the payout and requesting Astro Pay verifications. With Astro Pay I paid in before my husband's account, I was able to make further withdrawal requests without any problems. For me it's all contradictory
Edited
Automatic translation:
Public
Public
1 year ago
Translation
Based on the facts and the many false statements, I think a comparison is appropriate. I would be happy if the casino opens my account and credits the winnings and I wager them twice. That's over €18,000. A hard number to wager and a maximum bet of €2. I think that's appropriate.
my husband has nevertheless sent documents to the evidence. I think that's fair! I will not stop and use every instance available for players.
Edited
Automatic translation:
Public
Public
1 year ago
Translation
My account has been reopened. I have not received any information on this. According to support it was closed to review my escalation. I don't get an answer.
Edited
Automatic translation:
Public
Public
1 year ago
Translation
I've been a passionate gambler for years. Players make mistakes, casinos make mistakes too. Ninecasino first informed me that I was not allowed to do something, otherwise I could be withdrawn. Even my husband sent documents to prove that everything is fine with him. The account is integrated into my online banking contract. You could have blocked me after the warning. Why only later? Why only false statements?
Are there any goodwill gestures, I ask myself. We players have hard bonus rules, withdrawal limits, terms and conditions...
The casino always has the house edge and will always make more than the player.
No one responds to complaints via the private email channel. Publicly, everyone is helpful and understanding. I would like to continue with Ninecasino if the complaint goes well. It is a top casino from the pure gaming experience. Of course, not everyone can be refunded a prize. There are scammers, counterfeiters and so on. I'm definitely not. Complaints can also be considered individually. In my case I am and remain of the opinion that I deserved the full profit due to the circumstances and misunderstandings. Your email is and remains a warning because you let me play on
Edited
Automatic translation:
Public
Public
1 year ago
Translation
Hello dear Nick,
how is it going now?
Best regards
Automatic translation:
Public
Public
1 year ago
Translation
Hello dear Nick,
how is it going now?
Best regards
Automatic translation:
Public
Public
1 year ago
I would like to ask NineCasino to join us and help us resolve the player's issue.
Could you please clarify the situation with the player's account - was she able to play after you found out that she used a 3rd party deposit? Is her account currently active or not? What will be the next step with the player - is she allowed to play there in case of using her own method?
Public
Public
1 year ago
Translation
I'm losing my nerve What is happening here is not normal. Upon request of my escalation, an agent informed me that the winnings were paid out. The next agent said that's not true. I can't believe it.
Edited
Automatic translation:
Public
Public
1 year ago
Translation
Dear Nick, what happens if the casino doesn't answer? I've been waiting for a reply to the complaint by email for 14 days.
The casino shows no reaction. I think they will evade the problem here too.
Automatic translation:
Public
Public
1 year ago
Hello!
Thank you for reaching out to NineCasino. We appreciate your concern and are here to provide you with the information you requested regarding the player's account situation.
Upon a thorough investigation, it was found that the player's account was suspended and their winnings were confiscated. The suspension was a result of the player's use of third-party payment solutions (3PPs), which is in violation of our Terms and Conditions.
As a result of violating our T&Cs, the player's account was deemed inactive. We have taken the necessary steps to ensure compliance with our policies and to maintain a fair and secure gaming environment for all our players.
Moving forward, should the player choose to use their own verified payment method, they will be allowed to play on our platform. It is essential for all players to adhere to our Terms and Conditions to ensure a positive and enjoyable gaming experience.
If you have any further inquiries or require additional information, please do not hesitate to contact us. We are here to assist you and resolve any concerns you may have.
Best regards,
Nine Casino Team.
Public
Public
1 year ago
Translation
Hello,
Please excuse me, but that's a cheeky answer.
We already knew what you write.
- You only closed my account 2 days after the confiscation and opened it again a day later. I paid back after the seizure. You will allow me to play in the future if…??? I play all the time!
- You ignore the warning. It is and remains that they merely warned me beforehand. Nick asked you if I could play after you found out I deposited with a third party. YES, I was allowed. I was able to increase my confiscated winnings despite the email asking me not to deposit with third parties in the future.
- I don't mean to be rude, but have you actually viewed the case, or are you just writing automated texts? You know you made a mistake yourself and let me play. I could prove everything. Have you looked at the documents at all? Have you seen what your employees have said, all the statements? No reaction to that?
Unfortunately, this matter is not settled with your answer.
You only warned me and you know it. You should have confiscated the prize immediately.
On 08.08. the winnings were confiscated, 2 hours later I deposited. All of that isn't true. on 08/10 it was closed and then opened again the next day. But you are also lying here! I documented everything. You disabled me for security reasons? That's the best thing about your text. I was able to continue playing immediately after confiscation. Everything was fine with my account. I'm speechless at your answer.
it's not about the closure either. You are not fair. According to the terms and conditions, they may be right, but they neither blocked me nor confiscated the profit after the third-party deposit became known. That's why you didn't answer Nick's question at all.
What is the actual solution now? Despite my husband's bank statement and the fact that I acted incorrectly, write to me to be careful not to do this.
Not getting the win back is not an option for me. You have accepted the third party deposit and the resulting winnings. That's why the employees didn't see a problem, even though it was known.
you played for time. That's why the astropay verification, although I've already paid into the man's account. You've already noticed that. I'm so glad I documented all of this well.
it is not fair play to let the player think that winning is ok and that a violation will only result in a warning.
It's a really mean move, especially in this industry.
you have accepted the resulting winnings. Casinos are not allowed to do everything as they want. One decision today and another tomorrow. Does not work like that.
Edited
Automatic translation:
Public
Public
1 year ago
Dear NineCasino,
Could you please clarify the exact date of the casino finding out that the player used a 3rd party payment? How long after that was she still allowed to play there? Is there any possibility to provide a timeline with relevant evidence to have a clear vision of the situation occurred?
Public
Public
1 year ago
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.
Public
Public
1 year ago
Dear Casino Guru Team.
Thank you for reaching out regarding the player's complaint. We acknowledge the extension of the timer by an additional 7 days for the casino to provide a response.
Please be informed that the player's complaint has been escalated to the CEG (Gambling Commission), and our legal team is currently in discussions with them. We assure you that we are actively working towards a resolution. As soon as we receive any updates, we will promptly reply to this thread.
We appreciate your patience and cooperation in this matter.
Best regards,
Nine Casino Team.
Public
Public
1 year ago
Thank you NineCasino for the provided information. As it may take longer to receive a direct response from CEG and resolve the issue, I will prolong the complaint by 14 more days and the timer will be set on you. Please let us know if there will be any update regarding the case.
Public
Public
1 year ago
Translation
The CEG has also set a deadline by which ninecasino must report. This one is over. The casino is not actively looking for a solution as stated here. There is no reply.
Automatic translation:
Public
Public
1 year ago
Dear Casino Guru Team.
Thank you for reaching out regarding the player's complaint. We acknowledge the extension of the timer by an additional 7 days for the casino to provide a response.
Since the player's complaint had been escalated to the CEG (Gambling Commission), our legal team reached out to CEG once again, we will update you as soon as we have any new information on the case.
If you have any further inquiries or require additional information, please do not hesitate to contact us. We are here to assist you and resolve any concerns you may have.
Best regards,
Nine Casino Team.
Public
Public
1 year ago
Translation
I'm slowly but surely getting angry. How can you say that you contacted the CEG? On September 13th asked the CEG to respond within 7 days. You didn't answer. On September 21st The CEG gave you another 3 days, this deadline also expired today. Why is a casino lying so publicly here?
Here are the emails that also prove that you did not contact the CEG. What is the solution to this complaint? You keep extending the timer! Don't even respond to your own commission. What should happen next?
Automatic translation:
Public
Public
1 year ago
Translation
Dear Nick,
Will there be at least bad reviews for the casino, or will it influence that in some way? I was able to prove with the emails that ninecasino has a no-response policy and doesn't even respond to the gaming commission and with the texts here that they are trying to find a solution, are they just lying? It is not true that the casino contacted the CEG. The CEG has already asked for an answer twice and has already announced (see screenshot) that the casino is committing a violation.
Automatic translation:
Public
Public
1 year ago
Hello Jenny1306,
Now it all depends on the regulator's decision. If the regulator decides that the casino was right, the casino won't be punished at all. In case the regulator decides in your favor and the casino will still fail to fix the issue the complaint will be closed as unresolved which will negatively affect the casino's rating.
For now, we will be waiting for the regulator and the timer will be set to the casino until then.
Sensitive attachment
Sensitive attachment
1 year ago
Translation
The CEG had again granted a deadline of 24 hours. After the two deadlines had passed, the casino replied that a withdrawal had been made. I don't know what that means, but it reads like the winnings have been paid out, but we'll see.
Edited
Automatic translation:
Public
Public
1 year ago
Dear Casino Guru Team.
Thank you for reaching out regarding the player's complaint. We acknowledge the extension of the timer since we are awaiting for a CEG's (Gambling Commission) answer.
If you have any further inquiries or require additional information, please do not hesitate to contact us. We are here to assist you and resolve any concerns you may have.
Best regards,
Nine Casino Team.
Public
Public
1 year ago
As we are still waiting for the regulator's decision, I would like to ask both parties to post an update as soon as possible.
Public
Public
1 year ago
Translation
Hello, the CEG had given the casino a final deadline of 24 hours, including the information that the casino was violating the regulations with the commission because there was no response. The casino had given the required answer, but only after the deadline. That was on October 3rd. Since then there has been no response from the CEG.
I don't know what to do next and hope the CEG answers soon.
Ninecasino has not yet actively worked on a solution as they stated here. Unfortunately there is hardly any reaction. The first request for an answer came on September 13th, the CEG had to keep asking why the casino wasn't answering!
Edited
Automatic translation:
Public
Public
1 year ago
Translation
Hello, I have not received a response from ninecasino to an email since August 8th, 2023, apart from the one with the CEG. The casino also refuses to hand over documents to me. I requested a transaction list. No reaction. I'm really getting desperate and don't know what to do anymore. No reaction to anything.
Automatic translation:
Public
Public
1 year ago
Translation
I asked ninecasino for a settlement of 50%. Because I don't know what to do anymore. I stated that I would wait 24 hours for a response or I would be forced to contact a higher department to check the casino as there was never a response. If we come to an agreement, I will close the case as positively resolved.
Automatic translation:
Public
Public
1 year ago
Translation
An update: The casino has accepted the offer and asked me to provide a few more details and will then make the transfer as stated in the email. As soon as I have received the money, I will confirm this again here and close the case positively.
Automatic translation:
Public
Public
1 year ago
Thank you Jenny1306 for the update. We will be waiting for you to let us know once the money arrives. Until then the timer will be set on you.
Public
Public
1 year ago
Translation
Hello Nick,
I can confirm that I received the agreed amount today. Everything worked out.
I would like to thank you very much for the help. Keep it up. 👍 You really help the players a lot with your work.
@Ninecasino, I'm glad we were able to reach an agreement. All the best. 🍀
Automatic translation:
Public
Public
1 year ago
Dear Jenny1306,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
