NineCasino - The player's deposit was canceled.

Achtung habe hier per Kreditkarte eingezahlt und die Zahlung bestätigt. Im NineCasino wurde die Zahlung als Canzel angezeigt. Der Kundenservice sagte ich solle es noch einmal versuchen. Zweite Einzahlung selber Betrag wieder Canzel! Meine Kreditkarte ist belastet und NineCasino will mir mein Geld ohne Beweise nicht zurückzahlen! Ich WARNE vor diesem Casino! verspielt euer Geld lieber wo anders. Da dürft ihr wenigstens noch zuschauen wie es verschwindet!

Attention paid here by credit card and confirmed the payment. In NineCasino the payment was shown as a canzel. Customer service said to try again. Second deposit same amount again Canzel! My credit card has been charged and NineCasino won't refund my money without proof! I WARN about this casino! Better gamble your money elsewhere. You can at least watch it disappear!

Hello Ralf,

Thank you very much for submitting a 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.

Did you send the bank statement to the casino as well as proof of your deposits? Could you please advise why is there a date difference in the casino's deposit list and on your bank statement?

When was the last time you contacted the casino and what did they respond?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Hallo, ja ich habe dem Casino den Kontoauszug geschickt. Der Datumsunterschied entsteht, da nach der Einzahlung 3-4 Tage vergehen, bis mein Konto belastet wird. Gestern habe ich das Casino zum letzten mal angeschrieben. Ich habe die Sache jetzt meiner Bank und Mastercard gemeldet! (Kulanzantrag) Ich überlege bei der Polizei Anzeige gegen das Casino zu erstatten Bei 20Jahren Online Casino ist mir so etwas noch nicht passiert. Noch ein Grund, nie wieder bei irgendeinem Online Casino ein Konto anzulegen und noch ein Euro zu verschwenden.

Gruß

Ralf

Dear Ralf,

There is no need for such a panic yet. It can happen that the deposit is not credited instantly or an error ocured and it is mostly fixed within a week or two. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it and I hope we will be able to help you out.

Regards,

Nick

Hello, Ralf,

I am sorry about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, once you have the statement from your bank and/or Mastercard, share it with us, please. Now I would like to invite NineCasino's representative to join this conversation and participate in the resolution of this complaint.

Dear NineCasino Team, could you please state the reason why the player's deposits have been cancelled? Can you let us know the situation? Do you have any information from your payment provider?

Thank you in advance for providing the information.

Good Day!

After a thorough investigation of this case with our Payments Team, we figured out that these funds have never reached NineCasino balance, and therefore we are not able neither refund them nor credit to your Casino account. Also, the Payment Provider confirmed that these transactions are failed. Be kindly advised to contact your bank in order to reverse the charged.

Best Regards,

NineCasino Team

Greetings all,

Thank you, NineCasino Team, for providing the information.

Dear Ralf,

I have an experience when the payment was deducted from the bank account, it was displayed in the transaction history as a debit transaction, but after rejecting the payment, it was not visible as a new payment (credited funds in the same amount), we just noticed it according to the balances, comparing balances before and after the transaction. There was a debit transaction, but no debit was made in the bank account. Another note - a bank can mark any unusual transaction as illegal, according to the bank's internal security policy. It would be good to know the reason why the bank considers the transactions illegal.

As the casino stated, its payment provider confirmed that these transactions are failed. Although you see these debit transactions, and you sent us the screenshots, it is not possible to see there, if the amounts were really deducted from your bank account.

Could you please request your bank for a deep investigation of these transactions and provide us with an official bank statement about the results? Currently, we have received only screenshots of your debit transactions from your bank account transaction history and cancelled transactions from your casino account.

It is possible to share the data directly here, with your response, or by sending it to branislav.b@casino.guru.

Thank you very much in advance for your patience and cooperation.

Ich werde am Montag mit First Data telefonieren. Das Geld ist definitiv belastet worden.

Dear Ralf,

Thank you for the update and all information.

Do I understand correctly that your transactions were credited back to your bank account? Respectively that the bank did not release the funds at all?

Ich habe mich doch bis jetzt deutlich und ausführlich ausgedrückt. Das Geld ist Belastet und weg!

Dear Ralf,

Yes, I agree, you have expressed yourself clearly and extensively. However, I requested an official bank's statement supporting your claims. If I am not wrong, any supporting data or documents were not provided. Could you please provide us with the communication or the official document supporting your claims? The possible ways of sharing it were stated above in one of my previous posts.

Dear NineCasino,

What company name should appear in transactions between you and the players in their transaction history? Does the company name from the player's post belong to you?

Good day!

Gambling sphere has its own peculiarities, due to which transaction lists may display different recipients, not the casinos exactly. It is happening because of the fact that prior to finalizing casino deposits go through many payment gateways. Nevertheless, complete transaction data is always enough to determine any specific transaction.

Best Regards,

NineCasino Team

Thank you, NineCasino, for the explanation.

Could you please provide us with communication with your payment provider or a bank with an explanation of why the payments were failed? On what basis did the payment provider find that the payments were not successful if they were deducted from the player's account?

Dear Ralf,

In the meantime, could you please request the bank for providing you with special tracking numbers of the transactions? It is possible that the payments are stuck "on the way" and it is necessary to locate them. But, please note that the process can take a few weeks, maybe months in some special cases. I would therefore like to ask you to be patient and to cooperate.

Thank you very much for understanding.

Regarding your deposits issue and your complaint - We contacted the provider again to make sure we were not receiving funds from your unsuccessful deposits. This is indeed the case. Also, you really need to resolve this issue with your bank. The funds may have been deducted from your account by mistake and are stuck. The transactions you are referring to are unsuccessful. Your bank should not charge you for unsuccessful transactions. Your bank shall reverse or credit back the amount that was debited on your account.

Best Regards,

NineCasino Team

Greetings all,

Thank you, NineCasino Team, for confirmation.

Dear Ralf,

Have you already got the information and/or results of the investigation from the bank's side? Could you please provide us with the update?

Ich werde hier weiter keine Unterlagen zu Verfügung stellen. Es ist wie es ist. Das Geld ist weg. Seid ich bei Nine Casino eingezahlt habe, wurde meine Kreditkarte von Betrügern attachiert. Sie wurde gecheckt und versucht auf das Limit zu belasten. Sie ist zum Glück gleich gesperrt worden. Ich ärger mich nicht mehr mit dem Nine casino rum. Antrag auf Rückerstattung wurde gestellt. Ich rate nur jederman von diesem Casino sich fern zu halten. Des weiteren kann das hier geschlossen werden. Das führt genauso zu nichts wie irgend ein Wortwechsel mit dem Casino. Ich bin der Geschädigte und mehr sage ich dazu nicht. Einzahlung wie Bestätigung der Zahlung wurde Ordnungsgemäß über die Seite von Nine Casino getätigt. Vielleicht sollte diese Seite mal beweise zu ihrer Aussage vorlegen. Ich bin nur noch entsetzt. Schönen Tag noch. Ich hoffe solche Betriebe stehen vor ihrem Untergang.

Dear Ralf,

Unfortunately, after gathering provided information, we are rejecting this complaint. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

Thank you very much, NineCasino, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru