I've tried everything to get this resolved with the company but they just keep saying try again with the same results. They also contradict each other in chat and when I emailed they asked for all my banking details and still the withdrawal gets declined. I've forfeited any bonus and followed the proper procedures and my real money amount is ￡180.73. I've tried to withdraw over ten times and now they aren't responding to emails and have no advice in chat other than try again,this is now day five.

Dear MalShan,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• Is any withdrawal request still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

I'm not sure if it's been verified.

Ive been told numerous contradicting reasons. I don't know if it's just my account I don't work there

It is now,it goes back to the account each time it's pending then declined. At least ten times.

Could you please contact this bunch of tramps again,I've heard nothing all day,Just went on to the site out of frustration as I've heard nothing from them via email,to ask if there was any update through the chat,I checked my account and it's suspended. Not bothered really because I've no intention of using it again but when I enquired why they said they don't accept players from UK. I'm surprised because they were the ones that contacted me to join them. 

Thanks for the explanation.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

They've said it is a technical issue,they've said it's not a technical issue,they've said it's a credentials issue,they've said it's not a credentials issue they've said it's resolved and they've said it's not resolved. The last message said they don't accept players from the UK so take your pick

It clearer states the bonus in ￡ sterling UK currency

Still no response regarding an update but even though they have suspended account and told me players aren't accepted from my region they are sending promotions to deposit more money and receive bonuses

Thanks for your patience.

After checking the casino from the UK, I encountered this error when attempting to register a new account:

When have you registered your account in the casino?

Did you have the option to fill out your casino profile with the correct personal information, including your country?

No it didn't

Not sure what the date was I joined but it was only two three weeks ago

Thank you very much, MalShan, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected])  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello MalShan,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help. Just to check, did you create your casino account from your UK IP, or are you using any VPN software by any chance? Do I understand correctly you have not filled out your casino profile with the correct personal information, including your country?

We would like to invite Nine Win Casino to join the conversation.

Dear Nine Win Casino,

Can you please provide more information on why was the player's withdrawal not processed?

Ordinary IP address, I wasn't asked to fill out any details other than name email address and bank details

Dear Nine Win Casino,

Could you kindly confirm whether the player's withdrawal, along with the respective amount, has been processed?

Hello, dear all!

Thank you for reaching out to us regarding your concern, we sincerely apologize for the inconvenience caused.

We inform you that your request for a refund has been reviewed and approved. Moreover, we successfully paid the refund on May 13th. Please, note, that funds may take up to 5 business days to be credited.

If you have any other question, don't hesitate to contact us.

Best regards,

Ninewin Team.

I told you there was an amount paid and cleared with my bank but it wasn't the total amount

Dear MalShan,

You indicated in the complaint that the disputed amount is 181 GBP, which was successfully paid to the bank details that you provided to us.

If you have any difficulty, we kindly ask you to clarify it. Thank you.

Best regards,

Ninewin team.

Ive sent them proof that they didn't infact pay the amount due

Dear MalShan,

On our part, the correct amount was paid, which coincided with the disputed amount. If you received less, your bank is charging a fee for such payments. Unfortunately, we could not predict this situation.

We pay for provider services, if necessary, but we cannot know whether your bank will charge a transfer fee.

We hope for your understanding.

Best regards,

Ninewin team.

Thieves and liars bank said they never charge for incoming transfers

Thank you for your response and the provided payment confirmation, Ninewin team.

Dear MalShan,

We have received evidence of payment indicating that the casino team has indeed transferred ￡181 to you.

While you may be correct in stating that your bank typically doesn't levy charges for incoming payments, it's worth noting that this transaction might be categorized as an international one, for which banks often apply certain fees. However, this is beyond the control of the casino.

The casino has this mentioned in its terms and conditions

2.6. To make a withdrawal, a player must play through their active deposited amounts at least 1 time before the withdrawal. This procedure is in line with anti-money laundering practices. The player is fully responsible for paying all fees and taxes applied to their winnings according to the laws of the jurisdiction of the player’s residence.

2.9. The internal operating currency of the Website is Euro. Due to this fact, in case you transact in other currencies, the amount deducted from your credit card may be insignificantly higher than displayed at the time of transaction due to currency conversions on the side of your bank and/or the Casino's payment processing system.

While I understand that you were expecting to receive the whole amount of ￡180.73, the received amount of ￡176.45 does seem to be the correct one.

I trust that this has now been sufficiently clarified. Since you have received the refund I consider this complaint to be settled. Is there anything else I can assist you with, or can I consider this complaint resolved?

The rest of my money would be good,that was the wrong amount. Could you email me so I can bring evidence to my solicitor stating they didn't give the full amount. They also made the transaction in euros so they made a mistake and tried to lie saying my bank must've charged me for the transfer which is total bollocks,they stole the missing amount. I do not consider this resolved

Dear MalShan,

I acknowledge your sentiment that your case may not feel entirely resolved. However, I must reiterate the importance of adhering to the terms and conditions you accepted upon creating your account. Familiarizing oneself with these terms is the player's responsibility, and if they are disagreeable, it is within your right not to proceed with opening an account.

As has been mentioned above the casino team has indeed transferred the funds corresponding to ￡181 to you. While we cannot disclose confidential evidence due to our privacy policy, I can assure you, as an independent party, that the amount transferred is accurate.

Given that the refund has been processed from the casino's end and aligns with their terms and conditions, there is no basis for further pursuit of this case, and I am compelled to close it as rejected.

I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us, MalShan if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru