NineCasino - El depósito del jugador nunca se ha acreditado en su cuenta.

Hello ,

I deposited more than € 1000 at ninecasino, everything was OK except a deposit of € 50 was debited from the master card, but I didn't get anything.

I contacted them. They said the money will be returned in 5 days, after 7 days I haven't received anything. I contacted my bank and they said the money is posted and the transaction is ready and my bank gave me the code (960f3259-9a70-41dd-bd4d-5db37e910c04)

This is the ID of the transaction with this code the bank can understand.

Then I contacted ninecasino support and asked where my money was going. They said that they did not receive any money and that it is not possible to get the money back then they blocked me

Hallo ,

Ich habe mehr als 1000 € bei ninecasino eingezahlt , alles war OK außer eine Einzahlung mit 50 € Geld abgebucht von master Card aber ich habe nichts bekommen .

Ich habe die kontaktiert. Die haben gesagt das Geld wird in 5 Tagen wieder zurück bekommen nach 7 Tagen habe ich nichts bekommen . Ich habe meine bank kontaktiert and sie haben gesagt das Geld ist gebucht and die Transaktion ist fertig .und meine Bank hat mir Code gegeben ( 960f3259-9a70-41dd-bd4d-5db37e910c04 )

Das ist die ID der transaktion mit diesem Code kann die Bank das nachvollziehen.

Dann habe ich ninecasino Support kontaktiert und habe nachgefragt wo mein Geld bliebt . Die haben gesagt dass sie kein Geld erhalten haben und das ist nicht möglich das Geld zurück zu bekommen dann haben mir blokieret

Dear mondher,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In such cases where a deposit has never been credited to the player‘s casino account, we usually recommend contacting the payment provider. Since you’ve already done that, would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. If there is an official statement from the bank, please forward it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Or you can post it here.

Hello Kristina, unfortunately I always wrote with ninecasino in Live Chat and now they have blocked me from Live Chat, I no longer have access to the old messages, but what they said.

That you have not received any money and must contact my bank.

I contacted my bank and they say that the money is with ninecasino and the transaction is complete.

Thank you

Hallo Kristina , ich habe leider immer mit Live Chat mit ninecasino geschrieben und jetzt haben die mir von Live Chat gesperrt , ich habe kein Zugriff mehr auf die alte Nachrichten , aber was die gesagt haben .

Dass sie keine Geld bekommen haben und muss mein bank kontaktieren.

Ich habe mein bank kontaktiert und die sagen dass das Geld bei ninecasino ist und die Transaktion abgeschlossen ist .

Danke

Thank you very much mondher for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi mondher,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite NineCasino to the conversation to participate in the resolution of this complaint.

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

Hello!

Sorry for the inconvenience. Your €50 has been credited to your account.

We are very sorry for such a situation, your payment wasn't visible in our system so we weren't able to add them to your account before. We will add you €50 more, as an apology for this situation from us.

Best regards,

NineCasino Team

Thank you NineCasino team for your reply.

Dear mondher, please confirm your €50 has been credited to your account.

Even though we assume that the issue has been resolved, without confirmation from the player, we are forced to reject this complaint.