NineCasino - Se deniega el retiro de criptomonedas del jugador.

Scandalous behaviour by the casino.

I paid the money via bank transfer. I won quite a large sum. I multiplied it and kept playing. In the meantime I withdrew to check the reliability of the casino 0.001 of the amount won. It came into the account but after very long problems, verifications, "system errors" and other contrived problems.

In the meantime, I continued to play and was encouraged to make further contributions. I spoke to agents in chat who recommended I deposit money via cryptocurrency and if I turn it over 3x then withdraw via this payment method. 

I did this. I won more money and from then on my nightmare began. The casino has server problems every now and then. The chat agents are not working internet.

I even had the connection icon via chat disappear for a few days. Irrelevant, I continued trying to contact the casino. They came up with additional verification, asked for documents with sensitive data. Bank statements had to be full documents of 15-20 pages each. 

I complied with everything. I even received an email that my account was FULLY VERIFIED. 

I tried to withdraw the money - to no avail. Attempts to withdraw cancelled. Limits were not exceeded.

I have been fighting for my money for almost a month. I write frustrated again to support in chat.

Mr. Peter writes me back according to the screenshots that all my documents have been approved and the cancellation of the withdrawal was only due to exceeding the limit and I can safely withdraw my money to cryptocurrency.

So I ordered a withdrawal and after a few hours I receive an email that the casino does not exchange money into cryptocurrency. 

I deposited the money and traded it according to the terms and conditions!!! I want to use the same method that I deposited, to withdraw money and they block me.

After reconnecting to chat, I receive a message that I cannot withdraw to cryptocurrency after all - because I don't. No reason.

Hello jacobk2k,

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 since when is your account fully verified? 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

Hi!

My account has been fully verified since 17 February. But this was the 3rd verification of my account. I don't even know what casino department verified it. Because the first 'full' verification was already at the beginning of February. 

Yes, I contact the casino every day. The day before yesterday they wrote me that everything is ok after all. That I have turned over my money and all my documents are verified. They even told me to make new withdrawals and just wait for the money with a smile.

When I did so, they simply wrote back that they had cancelled my withdrawals. Currently, the conversation with support is very unpleasant. They don't answer my questions, they just write me that cryptocurrency withdrawals are not available to me.

The end, no reasons whatsoever. And if I ask additional questions they write "the conversation is going in circles and I have to help other users". 

I got some bonuses at the beginning of the game. I have already converted them all to real money and have not used any bonus since. This was also hinted to me by their "agent". In addition, I deposited money a second time using a different method and rotated it a few times as their support prompted me. They do not recognise this as my winnings. 

I additionally wrote to Curacao Egamings and contacted the Attorney General of the first instance. The casino has completely ignored me since I gave them a bad review and filed complaints. They even disable my chat. Every now and then I see system errors, I get disconnected from chat. I have never had this before. I have no problems with other websites.

What's more, NineCasino writes me incomprehensible messages completely detached from reality. 

The last message informed me that my money did not earn interest, that they were not a financial institution and that I had won the main prize through a bank transfer with 4 different deposits.

Oh how I surprised them today when the last deposit was from cryptocurrencies and today I won another PLN 40,000. 

Unfortunately, as of today, they do not completely address the facts and arguments.

They write me back with detached information that has no relevance whatsoever. 

For me it is one big scam and waiting for me to start playing further and lose money. 

Unfortunately this is the worst experience I have had in my life.

Thank you jacobk2k for all the information provided. As we will need more details from the casino, I will be forwarding your complaint 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 jacobk2k ,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite NineCasino to join the conversation.

Dear NineCasino,

Could you please furnish details on why the player is encountering difficulties in withdrawing their winnings?

If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Hi, thank you very much in advance for your help. 

I should warn you in advance that Ninecasino has adopted the tactic of refuting my allegations in one way.

They write back that they are not a financial institution to exchange or deploy money.

Which is complete nonsense because.

Their employee persuaded me to make my fourth deposit via cryptocurrency. I did so, made 3x turnover of these funds according to the terms and conditions.

I won further first small money and then big money. More than 50,000 PLN.

Ninecasino omits the fact of my deposit via cryptocurrency. It does not address this at all. As if it wasn't there. What's more, even their employee pretends not to see it and tries to make me believe that I cannot therefore withdraw in this way. 

I am embarrassed to the maximum. 

Hi, dear jacobk2k!

Thank you for contacting us and providing detailed information regarding your situation.

We can process your payments via crypto, could you request a withdrawal again please?

We also apologize for the inconvenience caused.

If you have any other questions, please let us know.

Best regards,

NineCasino Team.

Hi again.

I tried and I am waiting for approval.

Let me see. I will give you a sign if everything will be ok.

Best regards,

Jacob

Dear jacobk2k,

I have my fingers crossed that everything will work as it should. Yes, please let me know once you receive the withdrawal.

The casino has started withdrawing money via cryptocurrency. I have processed three withdrawals so far. I will report on the process when I am at least halfway through the withdrawal.

Dear jacobk2k,

That's good news, I'm glad that you are receiving your winnings. I have confidence that the process will proceed smoothly, and you'll successfully receive all your winnings. Kindly inform me once you've completed this, so I can consider your complaint resolved.

Dear jacobk2k,

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.

Dear jacobk2k,

While it appears that the matter has been resolved and you've received all your winnings, since we haven't received any further communication from you to confirm this or to request additional assistance, we regretfully must close this complaint. I'd like to express gratitude to the casino team for their cooperation.

Please feel free to reach out if you encounter any challenges with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru