Hey there.

To be honest, this is a common misinterpretation of the fair concept. The shopkeeper example is also imprecise because the rules you accepted when registering your account at the casino specified which countries were prohibited. I would say that there is no such agreement if someone goes to buy cigarettes.

As stated in the complaint, ideally you would not even be able to visit the website. Furthermore, the casino was unaware of your origins because the verification is the only method used to confirm a player's country of residence.

We acknowledge that this is a very negative user experience, but we cannot hold the casino accountable for it. Most players who feel they should be compensated for what they have rightfully lost typically seek legal advice. To be honest, our stance does not support the idea of retroactively refunding losses in these situations because that would be unfair to other players and it also supports the idea that playing without the risk of losing is not conducive to safer gambling habits.

I can see why your viewpoint is different from ours, though. I am not sure if an honest explanation could make that different.

It didn't say restricted to non UK customers

I understand that, yes. Me neither.

If it clearly said no UK customers do you even think I would of joined the site it didn't state that so it's not my fault but their fault

Hold on, just to avoid misunderstandings, please.

Are you saying that when you registered the account at NineCasino, it was not specified in the terms that the UK was among the restricted countries? Or was it perhaps listed among the accepted countries?

That would undoubtedly alter my perspective.

I have exhausted my real balance but I have a bonus balance of more than €1000

I keep playing and winning but I don't know how to convert the bonus into real balance to withdraw? Is it possible or do I have to make another deposit to have my bonus on my account? Thanks

Ho esaurito il mio saldo reale ma ho un saldo bonus di più di 1000€

Continuo a giocare e vincere ma non so come convertire il bonus in saldo reale da prelevare? è possibile o devo fare un altro deposito per avere il mio bonus sul conto? Grazie

No it didn't say so like underlined like the casinos on this website. If it did I would not of signed the weight falls more on the company side due to them its their business its there duty and to do so properly.they had automatic acknowledgement due to all residential details provided upfront your name address mobile phone number er bank details address all point to UK ????. S there is no excuses.

Ninecasino said they will pay my full casino balance but did not

Thanks ludgro I even have the conversations screenshots wich they said dont worry we will pay your full casino balance, ￡2400 ukgbp also.like I have joined this site the information gets asked required by the company your name your age your address country county city/Town plus the bank details they be given sort code account number and also when they pay they know wich country the bank is by transactions they ninecasino need pay my money I also will report it as fraud to the bank department I have All evidences in my phone.i betook a smooth route a pleasant one but they adhere not to it.guru casino need to re open and fight my case or atleast guide me to better help if they cannot do so I appreciate all they have done but I have not received justice my payment my money.they even tried many a excuse to keep me in the game playing so I lose but where not happy I stopped gameplay.tried throw me a bonus in keep me playing as I started without sticky bonus aswell I rejected bonus. I was treated nicely I wish this didn't happen I had no complaints against them I was alot more ill at the time I even sent a Dr's note showed my medications as proof Dr's name surgery name with my name address and of surgery.bloody corona virus tried wipe me out.well all emails screenshots are in this phone they told me here young lad we are aware of your situations as I explained with my British passport but added British birth certificate to it and a indate valid photo identification official Pakistan government identity card document stating name address here and in Pakistan and in the UK my bank cards my bank statements showing their descriptor used so it was no stranger to them from h'where'wich country I belong to as you must state all on joining up sighning up.all your details they don't call me Mr stupid I do have ailments but I'm not a fool.i give them the best of me treated them with kindness for god sake their rich what would a tiny icing off a cake insignificant do if they give to my by my rights over it I payed and played wasn't for free. After much getting thrown around they advanced me to use language decent but eloquent.i had no choice I won more at jokebet they was seriously the best site to play on they didn't deprive me of my wins they paid in full whether I blew it of spent is not the case they had moral decency I had the same expectations off ninecasino I wS kind to chat help staff gaming hosts and asked them say a thankyou to your hierarchy management bosses owners how much else could you expect off a customer even when I didn't play I went on site said hello and thankyou if my words off of frustration expression through the difficulties I was put through I apologise and apologised doesn't make me inferior ￡2800ukbp I won on jokebet a top site helpful just kind understanding polite is all I can say for them I wish such be the case with ninecasino I wish I hope.1 good word goes a long way.bears sweet fruits so why not.a good person a humble person clean heart soul mind always wins yesterday's errors can be rectified ofcourse. Why not we all have a smile its what I want.justice fairness for all and a nice pizza chilled 7 up.hows that eh mi lad.from Yorkshire with love to my fellow Cura?ao family I have good aspirations I know I will be a rich man already am because I have a lovely god I'm not perfect he is I'm a mere human his slave servant a small little creature creation of his I'm not perfect in alignment with all his rules but I try I don't judge no human its not my right.i try treat everyone as I would like just a bit of love honour respect happiness I know gambling is not a good thing in my faith but I didn't create society or the system I was born into.people all have a free will.its everyone's right.they sow they reep.not forever I will play.just a little tickle tackle if my health wS sorted I had the de niros I would be able to clock on In life I worked hard from early youth then got ill I don't like sitting about being on medication I wish I get well have loads of money and be able to run a top class variety of businesses so be it o my Lord "ameen".

It is always important to read the bonus terms every time. There you will find out what the wagering requirement is and when it would be possible to withdraw the money won from this bonus.

Have you checked those?

You can also always ask the support of the casino if there is something you are unsure of; they should be able to answer your questions.

May I ask what kind of bonus you took there?

Maybe if you try to reopen your complaint and explain to our team that the UK was not included in the restricted countries and that the casino did not give back your deposits, they could be able to help.

Or have you done that already???

It didn't say platform not available to UK simply if if did say I would of not joined and you cannot say they had no idea as the data they had when I signed up stated my residence details country district County city area street door number mobile number my transactions were clear they couldn't of been unaware for 8 months or so.where is jokabet based they payed my full balance deposit plus wins .ninecasino said they will pay in full but then did opposite. I have the emails

Yes it was not clearly stated that u.k was not a platform for their acceptance of customers .correct.also its not just about deposits its about my wins to .ninecasino said in the email they will pay my full casino balance but did not do so

I am really sorry about this whole situation, and I will notify your complaint resolver right away to ask what can be done with your case. Hopefully there is something we could do to help.

Just give me some time, please, so I can gather all the information.??

I talked to our complaint team regarding your case. They explained the whole situation to me, and it was explained to you also in the complaint thread and by email as well. They have stated:

"Unfortunately, as you are a resident of a restricted country, you are not eligible to claim the winnings. The casino team has taken the appropriate step by refunding your deposits, and regrettably, there is nothing further that can be done at this point. As such, your complaint will be closed as rejected."

So my question is: Did you receive your deposits from the casino, please?

Unfortunately, there is nothing else we can do regarding this situation of yours, as Michal explained to you as well in the email sent to you and suggested you reach out to the licensing authority if you believe you are justified in your stance.

????????NineCasino ????????

I threw 210 euros in the trash. I asked to withdraw the prize of 1300 euros after 5 days of waiting and it was refused and the account was blocked without any rights. I advise you not to waste your time.???????????? ??I deposited 210 euros and I was told that they would refund 50 euros because I used my husband's card, which is why the account was blocked and the withdrawal of the 1300 euros winnings was canceled. It's a big mess when we win and everything leads to the prizes not being paid out. 5 days waiting for the payout and everything was rejected, account blocked. I still don't believe it????????Reason for blocking and payment of the bonus. I made the payment with the card of my husband, with whom I am married, and asked for the reference of the winnings to the account of which I am the owner… ??????

????????NineCasino ????????

I threw 210 euros in the trash. I asked to withdraw the prize of 1300 euros after 5 days of waiting and it was refused and the account was blocked without any rights. I advise you not to waste your time.??????????????Ich habe 210 Euro eingezahlt und mir wurde gesagt, dass sie 50 Euro zurückerstatten würden, weil ich die Karte meines Mannes benutzt habe, weshalb das Konto gesperrt und die Auszahlung des 1300 Euro Gewinns storniert wurde. Es ist ein gro?es Durcheinander, wenn wir gewinnen und Alles führt dazu, dass die Preise nicht ausgezahlt werden.5 Tage warten auf die Auszahlung und alles wurde abgelehnt, Konto gesperrt. Ich glaube es immer noch nicht????????Grund der Sperrung und Zahlung der Pr?mie. Ich habe die Zahlung mit der Karte meines Mannes get?tigt, mit dem ich verheiratet bin, und um die Referenz des Gewinns auf das Konto gebeten, dessen Inhaber ich bin… ??????

It is really frustrating that you need to go through this. I can understand how you feel right now.

In such cases, our complaint team could help, though. It actually happened many times before that a casino wouldn't allow this kind of payment, but at the end they decided that it is actually okay if it comes from the joined account.

So, please follow this link to file a complaint where you explain everything in detail, and our team will intervene.

What do you say, are you going to try it?

I have big hopes in your case to tell you the truth. Let's hope everything will be solved after our complaint team gets into this.

If you have any questions, please reach out to us; we'll be here waiting for your reply.

They cheated me in the Crash 999 game. I had a bet of 5 euros and when the multiplier grew to 100x the cashout function was blocked and I ended up losing over 500 euros. My account is currently blocked because after this procedure I called them the worst garbage. Do not play in this carrion. I wish them with all my heart that the casino goes bankrupt.

Kovval92 I agree with you on wish they go bankrupt or be financially crushed the thieves. ( its exactly what it is modern sophisticated theft) backed by god knows wich greater circle at the top hyenas in a pack I have had it done to me on a number of sites that's why I got told don't play online go to a casino play live.but I'm on my bitter days of hanging up my boots enough of this misery the worse thing is senior figures are involved al say no more.bloody targeting the working class or others vulnerable. I'm gonna clean my hands.im I'll and don't have time to run around with more problems gamestop is my closest step.

So, what did they say when you confronted them with this, and is there any way you can proof it?

Maybe our team could help with this issue.