Nine Casino - Kazino je oduzeo igraču dobitke.

Hello. I have a complaint about Nine Casino, who have forfeit my winnings and are refusing to pay my deposit plus winnings back. The timeline for this is below.

• I joined May 8th 2025
• I verified myself May 17th 2025, after which my first cash-out was processed.
• I received 5 cash-outs between then and May 24th.
• On May 27th, I deposited $1500 towards a $750 bonus that I had received. I played with my cash first, and won a total of $27,050. At this point, I forfeited my bonus funds which I hadn't used yet, and made a withdrawal of $2250 (the maximum permitted)
• On May 29th, I received the following request;

Greetings,

For additional verification of your account, we would ask you to upload the following documents into your profile (Documents tab):

a document (or a number of documents), showing the transfer of the funds you've deposited into our Casino. It depends on the payment system used and can be a pdf statement from the bank account/e-wallet for the last 3 months.

a detailed pdf bank statement showing this income (the origin of funds) being credited to your bank account for the last 3 months or more.

Thank you for your understanding and patience!

Best regards

NineCasino Team

• I'm with Bank of Montreal (BMO) so you can't get a bank statement without waiting for them to add them to your online profile or post them. It took until late July for me to get my statements that covered all of May. I also had some delays obtaining my pay-slips, but eventually I did
• My first attempt at passing through the extra checks failed, as they said on August 19th;

Your document has been disapproved. Reason: "Source of funds must show the transfer of the funds you've deposited to our Casino. It depends on the payment system used and can be a pdf statement from the bank account/e-wallet for the LAST 3 months."

• I asked live chat for more upload slots, as my account said a lot of the documents I'd uploaded had been accepted, so there was no extra upload slots and they wouldn't allow me to email my documents in. They emailed me on August 20th to say that had been done, but it hadn't. Throughout Aug-Nov I had to continually ask for this to be done.
• On August 26th, I received this email after querying why my documents were not being accepted

Thank you for contacting us! Unfortunately, the provided documents were not accepted. We would need to ask you to double check them.

If you have any additional questions, please do not hesitate to contact us!

• As you can see, this isn't a helpful reply and this became a recurring theme. I would specifically ask what was wrong with my uploads, and they would continually just copy and paste explanations like the above, which don't help me by saying what was wrong with them.
• Eventually on Aug 28th I received this email

Thank you for reaching out to us. Please note that the source of funds should reflect all deposits made to your casino account. This can be demonstrated through a PDF statement from your bank account or e-wallet covering the last three months. I would like to emphasize that all deposits to your casino account should be clearly visible in the document.

• This was impossible to comply with. My last deposit at this point was made in May, and it was now August. I can't provide the last 3 months while also showing the deposits to the casino, so I assumed they meant the period leading up to my final deposit.
• Eventually on 18th Sept I received this email

Source of funds must show the transfer of the funds you've deposited to our Casino. It depends on the payment system used and can be a pdf statement from the bank account/e-wallet for the last 3 months. Statement for April 5 - May 5th must be submitted.

• I had already done this but uploaded again, and they said March and May had been accepted, but that my April->May statements were under review
• On Sept 20th I received an email saying they were pleased to inform me that I was now verified.
• Later the same day, I received a questionnaire to fill out covering basic salary questions which I answered.
• On Sept 25th, I received the following email

Moreover, for additional verification of your account, we would ask you to upload the following documents into your profile (Documents tab):

a document (or a number of documents) for April, May, June, showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc.

• I uploaded statements again, and accompanying payslips for those months. These were rejected on Nov 8th
• Finally in late November, my access to my account was locked again. When I queried this on live chat, I was told that 'in order to obtain the refund please upload the requested documents'. When I questioned the use of the word 'refund', they told me I would only be getting my $1500 deposit, despite it being their fault for the long verification process.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NineCasino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the confiscation of your winnings/refund and your account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

• I joined May 8th 2025
• I verified myself per their request May 17th 2025, after which my first cash-out was processed.
• I received 5 cash-outs between then and May 24th, indicating that I was verified fully.
• My 'extra' verification nightmare began on May 29th after the large win.

How did you learn about your account being blocked?

• My account wasn't blocked until much later in the year and after uploading dozens of documents. In late November, I decided to try again after many back-and-forth emails and live chats, but I noticed I couldn't log in. It was at this point that they changed the terminology of how they were speaking to me, instead citing a 'refund' instead of my 'winnings'. When I queries this, they casually informed me that they were taking my $25k in winnings and that all my document uploads would achieve now is a refund of my $1500 deposit that I won those winnings from.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

• I played slots only

Did you achieve your current balance with the help of a bonus?

• I only played using my cash. I had a bonus ready to be activated or played, but at this casino you play with your own cash first so I cancelled that unused bonus after I hit my big win.

Could you please share with me your communication with the casino regarding the confiscation of your winnings/refund and your account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

• I've copy/pasted verbatim the majority of the emails they sent to me in my initial complaint. The vast majority of what they sent me was just the same requests over and over, with no human re-wording things or answering my questions. I'm pretty sure most of it was AI generated. The rest of my conversations with them were via live chat which they won't give me access to since they've locked my account.

I hope this helps! I went to extraordinary lengths to get myself verified there and uploaded dozens of documents including my ID, my proof of address, my bank statements for 6 months, my wage slips for 6 months, a 'live' selfie through their verification partner, and I asked them in loads of different ways exactly what document would help me get verified and I was always met with the same template responses.

At times their requests didn't make sense. For example in September they were asking me for my last 3 months bank statements, which I naturally assumed meant the 3 months prior to my final deposit. At the very end, they then said they needed July/August/September - but why would they need recent bank statements when my final deposit was in May? Anything in my statements after May would be irrelevant in the context of verifying my casino account - and yet I still provided them and they rejected them anyway.

If I can provide anything else please let me know!

Heather

Thanks for the detailed explanation.

Kindly share with me the representative sample of your communication with the casino regarding these topics:

• The verification requirements after your account is verified,
• blocking of your account, and
• confiscation of your winnings

as evidence for me to review.

Send the information to my email at tomas@casino.guru

I apologize for the inconvenience. Thanks in advance for your cooperation.

Dear heatherf100,

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.

Hello

I'm sorry, I got halfway through gathering all of this last week and then ran out of time. Today has been the first day that I've had any time to look at it again.

I'll email a representative sample of the email exchanges that we had (I stripped out some duplicates because I didn't feel they were necessary but I can get you everything if you'd like).

I don't actually have anything I can provide in terms of when they told me my winnings had been confiscated, because that happened over a live chat after my account was locked and I didn't think to take a screenshot at the time.

They didn't put this part in writing via email and stopped reply to me via email shortly after. In fact the only reason I knew at all was because I'd gone back to the casino to try uploading more documents, found myself locked out, and on live chat they started talking about my 'refund' rather than my account winnings. When I pressed them on that wording they casually informed me that my $25,000 in winnings had been seized as though it was the most normal thing in the world. All my efforts in uploading documentation and complying with their requests appear to have been reduced to just getting my own deposit of $1500 back, which they have also refused to do.

So it looks like they never had any intention of paying me, even though I stayed clearly within all of their rules. I was fully verified, had been told I was verified, and had had several withdrawals paid on the run up to my large win - so the only problem Nine Casino had was the size of my win. They simply didn't want to pay up, and that is why they put me through an impossible verification process and contradicted themselves several times.

I've provided 32 screenshots of various back and forth exchanges between August and December. As you can see, the casino spent most of their time repeating the same request (which I had complied with) and refused to elaborate on what was wrong with what I'd uploaded despite me asking numerous times. I struggled to get in touch with anything other than what felt like AI generated automatic responses, and I had to ask on at least 6 separate occasions just for upload slots which were not provided for months at a time.

Kind regards

Heather

Dear heatherf100,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello heatherf100, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details, I will reach out to you directly.

I’d like to invite a representative of NineCasino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s verification process was so complicated, and why only the initial deposits will be returned? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear heatherf100,

We would like to inform you that the verification process is still ongoing, as the requested documentation has not yet been provided.

Specifically, we require payslips for the months of April, May, and June, as these correspond to your gaming activity on our platform. This request is necessary to verify your source of wealth, in accordance with our AML (Anti-Money Laundering) policy listed at the bottom of our website.

Please note that the payslips you previously submitted for February, March, September, October, and November cannot be accepted, as they do not cover the required period. We acknowledge receipt of your bank statements for those months; however, these documents alone are not sufficient, and the mentioned payslips remain required.

To proceed with the verification, kindly provide the requested payslips for the specified period. You may reply directly to our previous request or contact us at support@ninecasino.com with the subject line "CasinoGuru". Once received, your documents will be reviewed as soon as possible.

Thank you for your understanding and cooperation. Should you have any further questions or require assistance, please do not hesitate to contact us.

Best regards,

NineCasino

I would like to thank the Nine Casino for providing details regarding the ongoing issue. Much appreciated. :)

Dear heatherf100, once you follow the instructions above and send the requested payslips, please let me know here, so I can follow up the case and swap the timer accordingly. Thank you very much! :)

Hello

I have sent my payslips for Feb, March, May and June. I did not receive an April payslips because I did not work or use any holiday entitlement during this period of time.

My payslips are issued on varying dates but usually around the middle of each month.

They cover the last 30 days or the period since the last wage slip.