Nine Casino - El jugador aún no ha recibido las ganancias.

Hello I have requested multiple withdrawals from nine casino since the 12th.

i have requested 135 and now 300 multiple times and the checks have been complete but the payout cancelled and credited back to my account. I contacted support who stated it was initially because I can’t withdraw in crypto when depositing in fiat. To remedy this I have tried to withdraw through bank transfer with my IBAN - the casino still cancelled and returned my deposit. I was then told it was an issue with this specific bank, so I tried a different bank account under a different IBAN - with the same result and told it’s a payment provider problem. Then I tried a withdrawal to Skrill and have still not received the money as it was cancelled. The casino told me an urgent ticket would be opened over a week ago to which not one update has been given or support rep has responded to it, I’m starting to feel like this casino takes your money very easily and does not allow withdrawals. I am fully verified in the casino too and this is my first withdrawal.

Dear BobbyBeaumont,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thanks for the reply. To update this - a support agent yesterday in live chat told me to retry my withdrawal for 300 EUR and that it would definitely work as it was an account glitch / issue. I requested the withdrawal and this morning the money has been cancelled back to my account once again. Appreciate any support

looks like my money is being stolen, the casino saying they don’t accept withdrawals to UK banks but accepting deposits from UK banks (profile set to Ireland). The support rep has also offered no alternative to fix this and it is looking like my money is going to be irretrievable

Please update this as I have played on the casino and now requesting a bigger size withdrawal. The casino is still not helping me in withdrawing after support ensured I’d receive the withdrawal (keep cancelling

Dear BobbyBeaumont,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Thanks for the reply. They are still cancelling my withdrawal , each casino rep seems to be making up different reasons on to why this is happening. A casino rep two days ago told me my account had issues and it had now been fixed and told me to withdraw, but every time I withdraw it gets approved and credited back to my account. I enjoy playing on here and have deposited many many times and this is my first withdrawal, but just unable to get any money out of it.

thanks 🙂

Dear BobbyBeaumont,

Did you try to request a withdrawal to a bank from your country or residence?

Additionally, please note that if a player requests a withdrawal to a new payment method, the casino usually requires a minimum deposit to be made from that payment method to verify it.

Regards,

Nick

I’m just withdrawing to my UK bank yes

Thank you BobbyBeaumont for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Bobby Beaumont, I've just reviewed your case and am sorry to hear about your withdrawal struggles. I will try to help you by contacting the casino. Once they reply, we'll see what can be done. In the meantime, can you please specify what country you set during registration? In the screenshots you shared, you mentioned Ireland.

Dear NineCasino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify why the withdrawal cannot be processed to the same payment method used for depositing. Are there any alternatives, like using e-wallets?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hey,

yes registered with IRE, but the same as many other players who are able to withdraw. I don’t even want the money I just want the function to withdraw so I can continue using the site

Hello!

The user's withdrawal request was canceled as it was directed to a bank account that does not correspond with the country of registration.

Our dedicated team has been notified and is actively exploring possible solutions. We will provide an update as soon as further information becomes available.

Thank you for your patience and understanding.

Best regards,

NineCasino

Thank you for the response, NineCasino. Please, specify if the player's payment method (UK bank account) was verified.

Do you have any updates regarding possible solutions?

Thanks for the reply.

I have friends playing with the exact same account setup but with no issues playing, so I’m unsure what’s wrong with my account . Can I not change my account to UK status like my friends ?

for some reason others can deposit / withdraw to UK banks fine

Hello!

Thank you for your patience.

At this time, the bank account has not been verified. The issue arises because the country of registration does not match the country of the bank account, which is required for bank transfers.

As an alternative, you may use e-wallets; however, they must be verified before use. To complete the verification process, a deposit must be made using your preferred e-wallet.

Additionally, no request has been submitted to change the country set during registration. However, if you would like to proceed with such a change, please let us know, and we will be happy to assist you.

We appreciate your understanding and are here to help should you require further assistance.

Best Regards,

NineCasino

thank you for the reply 🙂

can you change my account status to UK then please ? I’m not entirely sure why it’s IE to begin with because I don’t remember changing it from the default

appreciate it !

Dear Bobby Beaumont, firstly you mentioned that you chose Ireland during the registration. I'm sorry but I still don't quite get if you chose the wrong country by yourself or if it was set automatically if you perhaps used a VPN at that moment. But you are located in the UK, is this correct?

Let us know if the country in your profile has already been updated after your last message.

Additionally, specify if you have already tried to make a verification deposit using another payment method - e-wallet - to proceed with a withdrawal to a new payment method? Or will you wait until the bank transfer option is available for you?

Thank you.

I believe they’ve set this automatically due to the VPN, as I remember selecting all my details as UK. My account hasn’t changed yet, but I’m quite happy for that to wait to be changed so I have more withdrawal options. Like I said, I enjoy playing on this so if my account can get fixed for the long term I’m happy with that 🙂

Thank you for specifying this, BobbyBeaumont.

Dear NineCasino, let us know once you have updates from your side regarding the change of the player's address.

Hello!

We kindly request a document required for the process - proof of address.

The proof of address can be either a photo of a printed document or a digital PDF and must be a government-issued document, a bank statement, or a utility bill (such as phone, gas, or electricity). Please ensure that the document is no older than 90 days.

Additionally, we previously sent an email regarding this request, but have not yet received a response.

Thank you for your cooperation. We look forward to your reply.

Kind regards,

NineCasino

Hi where would I upload this , on this chat ?

I also can’t see any email from you guys

Dear, BobbyBeaumont.

If you do not see an email from us, please feel free to contact us at support@ninecasino.com with the subject line "Casino Guru" and include the required document. Kindly ensure that you use the email address associated with your casino account.

Additionally, we recommend checking your spam or junk folder, as our records indicate that the email was successfully sent but may not be visible in your inbox.

If you have any further questions, please do not hesitate to reach out.

Best regards,

NineCasino

Thanks it was in junk

sent this now !

Thank you for the updates, everyone!

Dear NineCasino, please check if you have received the documents from the player and let us know once you have reviewed them.

Just received an email from them that they have decided to close my account lol.

I didn’t have any money in there, but this should hopefully serve as a warning for people to stay away from this company hopefully

Dear BobbyBeaumont, after your last withdrawal requests were rejected, did you use the funds during the gameplay while we were discussing your complaint and lose the whole balance?

Hello Natalia , yes I did .

they have closed my account for some undisclosed reason anyway, I recognise this is in their T&C - but it’s no way any ethical casino should be operating

Hello!

During the investigation, it was discovered that the player used a VPN during registration, resulting in incorrect account data and subsequent issues with the withdrawal process. While efforts were made to resolve the matter, the withdrawals were canceled, and the player ultimately lost the funds. Although the player has provided the necessary documents, unfortunately, the country of registration cannot be changed. At present, there are no available funds in the player's balance for withdrawal.

Thank you for your understanding.

Kind regards,

NineCasino

Just to note, there were no efforts to help resolve the matter apart from withdraw to a bank of origin country - which you clearly have failed to help in and decided to cancel my account instead .

Dear BobbyBeaumont, I have checked the terms and conditions of the casino. There's no direct mention of the VPN usage, however, the casino forbids falsifying geolocation:

We can not guarantee that any returns, deposits, winnings, or bonuses which the player as the resident of the restricted by the master holder of the license, software, and payments providers countries have gained or accrued using any means of encrypted connections over the Internet from their devices to a network with the purpose to falsify their geolocation would not be forfeited and may not be reclaimed by us on demand. Such actions on the part of the players will be regarded as a violation of these Terms and Conditions and we reserve the right not to open, suspend, close your account, withhold payment of your winnings and apply such funds on account of any damages caused by you.

You have confirmed that you're located in the United Kingdom but used VPN while registering so your country was set automatically as Ireland. Using VPN allowed you to bypass a georestriction since residents of the United Kingdom are not allowed to create accounts and play at NineCasino:

Players from the following countries and their territories ("Restricted Countries") are not allowed to deposit and play real money games: United States of America, United Kingdom, Spain, French overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, St. Martin, France, French Polynesia, Wallis and Futuna, New Caledonia), Germany, Netherlands, Israel, Lithuania, Dutch West Indies, and Curaçao, Azerbaijan, Armenia, Gibraltar, Jersey, Belarus, Kazakhstan, Kyrgyzstan, Moldavia, Russia, Tajikistan, Uzbekistan, Ukraine. The Casino cannot guarantee successful processing of withdrawals or refunds if the player breaches this Restricted Countries policy.

After analyzing the whole situation I can agree with the casino; it seems that you deliberately violated the T&Cs, and the casino acted following the terms as highlighted above when closing your account. Due to the aforementioned reasons, this complaint will now be rejected.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia