Dear Team,

I deposited 30000 INR to 9winz casino on 25/02/2025 and its successfully sent from my bank account to the receipnt account. However when I contacted casino support team they told me wait and now came to conclusion that money is not credited to their end where the bank and payment app both said the transaction is successful.

9winz casino is intentionally not crediting my deposit since they can just verify my deposit using UTR number of the transaction but they are just denying that it's not received by their end and when I contacted my bank customer care number he gave me information that transaction is successfully credited to receipnt bank try to reach receipt and validate the bank statement.

I am really worried as the amount is deposited is not a small amount.

Hereby attaching all the deposit proofs for your reference along with bank statement.

Dear sachunarke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Veronika

Dear Veronika,

Could you please investigate and call 9winz casino into this matter since the refund is not credited back to me neither its credited into my gaming account. My amount is big amount 30000 INR which is missing in this issue. My bank and the payment app both clearly stated that transaction is successful and can't be reversed and kindly check with receiver bank statement.

I kindly ask you to mention 9winz casino and present the bank statement from their end like me to varify the funds credit. I sent money on the name Vignesh R bank holder name having his bank account in Bank of India. It would be great if 9winz present their bank statement for this perticular account so that it can be verified if the funds are received or not.

Dear Veronika,

Email address for complaint resolution is mentioned on 9winz.com website which is [email protected]. surprisingly it's not a valid e-mail address and all emails are getting bounced on this email.

This is an update for your information.

I am waiting 9winz casino to intervene in this issue.

Dear Veronika,

Kindly check update received from my payment app from where the transaction was carried out. My payment app 'phonepay' given me reply which is attached in the screenshot. They confirmed from Bank to Bank that amount is credited in the receiver bank account. Can you at least now ask 9winz casino to jump in this conversation?

Can someone from www.kpvfaw.com please pay attention to this ongoing issue? I am in serious stress due to this missing transaction. Neither 9winz is responding to me nor casino guru as well.

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

Dear sachunarke,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 9winz Casino representative to join this conversation.

Dear 9winz Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

Here is the another update from my bank received on today itself. I had raised query on email to my bank for which today also received and update. My bank has twice confirmed that transaction is successfully sent from my side and credited to receiver .

account. First two screenshots are my query raised to my bank and third screenshot is bank response.

Here is the one more evidence from my bank. Bank has provided me written letter about this transaction. I don't think so there any other evidence I can provide from my end.

It's all upto 9winz now if they eally cares for players missing deposit.

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

This is what their support team replies.

It's very pathetic and they are big liers.

Even after proving my bank confirmation letter that transaction is successfully credited the receiver bank. They still not able to answer my questions. 9WINZ IS A SCAM !! COMPLETE SCAM !!

If players payment app and player's bank both have confirmed even one mail and and on written letter that transaction is successfully credited to receiver bank account still 9winz is denying.

Even the email addresses given for complaints on their website is no longer valid.

Dear casino guru,

I am writing to express my dissatisfaction with the service provided by 9winz Casino regarding an unresolved deposit issue. I made a deposit on 25/02/2027, which has still not been credited to my game account, despite having provided the necessary bank confirmation email and a written letter to confirm the transaction. It has now been over 15 days since the deposit was made, and I have yet to see any progress or resolution.

I have reached out to the support team multiple times, but all I am being told is to wait. This lack of responsiveness is extremely frustrating, especially considering I have already provided all required documentation. The casino's failure to provide a bank statement or any concrete proof of my deposit further raises concerns about transparency and the overall reliability of 9winz Casino.

The delay and lack of resolution reflect poorly on the casino's commitment to its players. Transparency and timely responses are fundamental in ensuring trust and a positive player experience, both of which seem to be lacking in this case. I kindly request that my issue be escalated and that the deposit be credited to my account without further delay.

I appreciate your immediate attention to this matter and expect a prompt resolution

Dear 9winz casino,

We all are waiting here for your response

Dear 9winz casino,

Kindly respond to this ongoing complaint. Even today also after more than 20 days your support says we are still investigating with the payment provider. What kind of the investigation is going on despite I provided everything you wanted from my side.

I am still awaiting for someone from www.kpvfaw.com to call again the 9winz casino here.

I request you to kindly ask 9winz casino to their bank statement on mentioned dates of 24th and 25th February to verify my deposit.

I will appreciate the 9winz if they provide the evidences personally to casino guru representative.

Dear sachunarke,

I am trying to get in touch with the casino representatives outside of this thread. I will inform you, if there are any updates.

Thank you for your patience.

This complaint was is registered on 26th February 2025 and today is 22nd March 2025 and still 9winz casino did not responded even a single time here.

Dear Mirka,

Any update??

Dear Casino Guru,

Please update on this complaint as its still unanswered by 9winz since last one month.

Dear Casino Guru Team and all the readers,

I have done the research and found that 9winz.com casino is no more registered under curacao gaming license which is expired in 2024 only. 9winz casino is misleading to customers and conducting deposit withdrawing scams because no correct official license provider details is mentioned on 9winz website.

The active licence of 9winz casino is from anjouan gaming control board.

Below are the emails addresses of anjouan gaming control boards and igagroup. Anyone having any issue with 9winz can directly reach on mentioned email ids.

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

Here is 9winz Licence validation link and showing 9winz license and company details as well.

https://anjouangaming.com/license-register/

Dear Casino Guru Team,

Here I am disclosing the one more scam about 9winz regarding their license information mentioned on their website. Website shows that 'Trust Services and Representation by IGAGROUP. But when I contacted the igagroup about this ongoing complaint, here is the reply I received. IGA group clearly stated that 9winz is not represented by IGA or its any partners.

How the 9winz can display all the fake information on website??

Dear sachunarke,

I would like to let you know, we are still trying to get in touch with the casino representatives on multiple available platforms. Unfortunately, they still haven't replied to our messages.

Thank you for your patience.

Dear sachunarke,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. It looks like in the last months the casino made changes regarding licensing. The domain is still included in the register, but there is no validator on the website (which is also an official way to file a complaint), so we for now consider it is not licensed by Anjuan anymore. When it comes to Curacao licensing, recently they changed their services, and now Curacao Gaming Control Board handles licensing, but generally does not provide assistance in dispute resolution according to their website. You can read more in this article, and if you would like to contact them, there is also link available:

https://casinoguru-en.com/licensing-authorities/curacao-license

Previously, this casino participated in complaints on our website, but in the last months it looks like they stopped communicating with us completely. That is why I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

Best regards,

Mirka Dubasova

We’ve reopened this complaint at the request of 9winz Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear sachunarke,

I've received confirmation from the casino, that you have been advised to contact your bank regarding a refund or chargeback of the transaction, since it seems like there has been a problem with the casino receiving your payment.

Have you been able to request a refund of your payment from your bank?

My chargeback is declined by the receipnt bank.

Dear sachunarke,

Would you be able to send me an official document confirming the decline of the chargeback?

Thank you.

I will have to approach my bank for the document. Can you allow me few days to get it?

Dear sachunarke,

Can you provide a timeframe for when the document will be available?

Thank you.

Dear sachunarke,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.