RESOLVED: NINEWIN CASINO DISPUTE

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Last post made 7 months ago by Complaints Moderator
jamie omara
  • Started by
  • jamie omara
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  • last active 11 days ago

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  • jamie omara
    • Started by
    • jamie omara
    • at Apr 02, 24, 06:55:24 AM
    • Newbie 14
    • last active 11 days ago

    Despite weeks of back-and-forth communication with the casino, including their confirmation of a refund, they failed to follow their own complaints policy. This policy outlines a seven-day period for complaint escalation and decision-making within an additional 48 hours.

    Throughout our exchanges, the casino has provided little information, often falsely claiming they had sent refunds when they had not. After extensive communication, they recently informed me that payments had been sent to my account in full. However, the amount received (£268) does not match the total deposits I made, which exceeded this sum.

    Despite informing the CEG otherwise, Ninewin Casino insists that £268 represents the total amount owed, which is inaccurate since i deposited a lot more than this here they are refusing to provide me with a transactional summary, i am unabe to access my full reords due my bank being closed down. 

  • Complaints Moderator
    • Replied by
    • Complaints Moderator
    • at Apr 02, 24, 07:13:03 AM
    • Serbia Super Hero 1655
    • last active 1 month ago

    Thanks for this post from:

    Hello jamie omara,

    First of all, welcome to LCB! Glad to have you here. smiley

    Sorry about your experience at the casino.

    Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?

    Also, please note that we haven't listed this casino on our website, but we will try to find their contact information and help you further.

  • Complaints Moderator
    • Replied by
    • Complaints Moderator
    • at Apr 02, 24, 07:25:24 AM
    • Serbia Super Hero 1655
    • last active 1 month ago

    Thanks for this post from:

    Hello jamie omara,

    Thanks for sharing your casino credentials with us!

    We will reach out to a casino representative to inquire about your case.

    Keep you posted.
     

  • Complaints Moderator
    • Replied by
    • Complaints Moderator
    • at Apr 04, 24, 01:24:56 AM
    • Serbia Super Hero 1655
    • last active 1 month ago

    Hello jamie omara,

    We must close this complaint and mark it Resolved, as we received proof from the casino that you actually made deposits of no more than 268 pounds.

    Thanks for your understanding.

  • jamie omara
    • Replied by
    • jamie omara
    • at Apr 04, 24, 01:48:37 AM
    • Newbie 14
    • last active 11 days ago

    this is bizzare as i have proof that my deposits are more than that i have all staetements and theyhave only shown you one payment method when there was several, if this is the case why wont they share the transacatiion history with me

  • jamie omara
    • Replied by
    • jamie omara
    • at Apr 04, 24, 01:52:24 AM
    • Newbie 14
    • last active 11 days ago

    Skrill card payment at ZPaymPF*Highrollerwins
    March 19, 2024 12:34 AM
    - 29.63 GBP
    Skrill card payment at CLX*digitalglorymake
    March 18, 2024 4:29 PM
    - 29.00 GBP
    Skrill card payment at CLX*digitalglorymake
    March 18, 2024 4:23 PM
    - 20.00 GBP
    Skrill card payment at CLX*digitalglorymake
    March 18, 2024 4:17 PM
    - 29.00 GBP
    Skrill card payment at CLX*digitalglorymake
    March 16, 2024 4:44 AM
    - 20.00 GBP
    Skrill card payment at CLX*digitalglorymake
    March 14, 2024 12:19 PM
    - 30.00 GBP
    Skrill card payment at CLX*digitalglorymake
    March 14, 2024 12:10 PM
    - 20.00 GBP
    Skrill card payment at CLX*digitalglorymake
    March 14, 2024 12:00 PM
    - 20.00 GBP
    Skrill card payment at CLX*digitalglorymake
    March 14, 2024 11:02 AM
    - 20.00 GBP
    Skrill card payment at CLX*digitalglorymake
    March 14, 2024 10:55 AM
    - 20.00 GBP
    Skrill card payment at De Iyankiana Global Li
    March 14, 2024 10:41 AM
    - 21.58 GBP
     

  • jamie omara
    • Replied by
    • jamie omara
    • at Apr 04, 24, 01:55:46 AM
    • Newbie 14
    • last active 11 days ago

    more prooof of pyments

  • Complaints Moderator
    • Replied by
    • Complaints Moderator
    • at Apr 04, 24, 03:04:21 AM
    • Serbia Super Hero 1655
    • last active 1 month ago

    Hello jamie omara,

    We will check again with casino rep.

    Keep you posted.

  • jamie omara
    • Replied by
    • jamie omara
    • at Apr 04, 24, 03:32:57 AM
    • Newbie 14
    • last active 11 days ago

    this isnt the only time they have lied, since they originally lied that they actually sent the payments. As you mentioned tat you recieved proof from the casino in regaards to the payment methods, can you confirm to me how many payment methods you have seen on the payment proof, because i have 3 which i have used a barclays card, a skrill physcial card and a skriill viirtual card im going to attatch some more payment proof now, also if you check the amount against the amount they have refunded me you will see it is more than 268 GBP also check the transaction references they are all different. I AM NOT HAPPY WITH THIS.

  • jamie omara
    • Replied by
    • jamie omara
    • at Apr 04, 24, 03:36:03 AM
    • Newbie 14
    • last active 11 days ago

    HERE IS MORE PAYMENT PROOF

  • Complaints Moderator
    • Replied by
    • Complaints Moderator
    • at Apr 04, 24, 08:32:04 AM
    • Serbia Super Hero 1655
    • last active 1 month ago

    Hello jamie omara,

    We have received more proof of the first statement so we will mark this complaint as Resolved.

    You used your credit card and bank transfer (PayOp) to deposit.

    If we count all the deposits that you indicated in writing, we get 259.2 GBP (the rest of the screenshots are just confirmations of the deposits that you already indicated in writing)

    Best regards,

  • jamie omara
    • Replied by
    • jamie omara
    • at Apr 04, 24, 09:15:48 AM
    • Newbie 14
    • last active 11 days ago

    then share the  proof with me 

    ***Profanity was removed by the moderator.

     

  • tough_nut
    • Replied by
    • tough_nut
    • at Apr 04, 24, 11:22:47 AM
    • Moderator 2957
    • last active 10 hours ago

    Thanks for this post from:

    Hello jamie omara,

     

     It is against the rules to use profanity on this forum. If you persist in behaving inappropriately, you will be banned.

  • jamie omara
    • Replied by
    • jamie omara
    • at Apr 04, 24, 11:43:16 AM
    • Newbie 14
    • last active 11 days ago

    are these the statements you were provided by ninewin? 

  • jamie omara
    • Replied by
    • jamie omara
    • at Apr 04, 24, 11:45:54 AM
    • Newbie 14
    • last active 11 days ago

    TELL ME WHERE ON EITHER OF THEM 2 STATEMENTS WHICH ARE TRANSFER STATEMENTS ( NOT PROOF OF TRANSFER STATEMENTS ) THESE 2 STATEMENTS SIMPLY SHOW THE AMOUNT TRANSFERRED FROM NINEWIN CASINO TO MY ACCOUNT, THEY DO NOT SUMMARISE THE AMOUNT OF MONEY I HAVE DEPOSITED HERE OR ANYTHING ELSE FOR THAT MATTER 

  • jamie omara
    • Replied by
    • jamie omara
    • at Apr 04, 24, 01:44:36 PM
    • Newbie 14
    • last active 11 days ago

    COME ON, YOU WERE QUICK ENOUGH TO RESPOND ADVISING THAT I WAS WRONG, BACK YOURSELF UP

  • jamie omara
    • Replied by
    • jamie omara
    • at Apr 05, 24, 01:52:28 AM
    • Newbie 14
    • last active 11 days ago

    Please see attached conversation betweenn myselff and ninewin customer support advisor, it can be clear to see by this exactly what is going on, guilty so to speak. 


    Name: jamie omara
    E-mail: [email protected]

     


    ChatBot (Fri, 4/5/2024, 04:32:30 am UTC)
    Hello and Welcome!

    ChatBot (Fri, 4/5/2024, 04:32:31 am)
    I'm a ChatBot, not a real human 🤖
    I will assist you today, and will help you out with your questions 😊

    ChatBot (Fri, 4/5/2024, 04:32:33 am)
    ChatBot sent rich message.

    jamie omara (Fri, 4/5/2024, 04:32:38 am)
    Other 🌀

    ChatBot (Fri, 4/5/2024, 04:32:41 am)
    jamie omara, I will transfer you to one of our agents now.

    ChatBot (Fri, 4/5/2024, 04:32:43 am)
    ChatBot sent rich message.

    jamie omara (Fri, 4/5/2024, 04:32:46 am)
    Wait in chat 🙋

    ChatBot (Fri, 4/5/2024, 04:32:49 am)
    One of our agents could chat with you about it 💬

    ChatBot (Fri, 4/5/2024, 04:32:51 am)
    Meanwhile, please, provide more details for your question here ⤵️
    If you have a screenshot, please, feel free to attach it as well. This will speed up the process significantly🙏

    Eric (Fri, 4/5/2024, 04:33:01 am)
    Hi, I'm Eric and how can I help you today?

    jamie omara (Fri, 4/5/2024, 04:33:24 am)
    HI im having some issues with my bank, ccan i get a sum of my deposits sent to me please ?

    Eric (Fri, 4/5/2024, 04:33:54 am)
    Could you please provide me with your email?

    jamie omara (Fri, 4/5/2024, 04:34:04 am)
    [email protected]

    jamie omara (Fri, 4/5/2024, 04:34:44 am)
    thanks

    Eric (Fri, 4/5/2024, 04:37:42 am)
    So, I have checked that the payment has finished processing from our side. The best course of action would be to just wait. for the bank itself.

    jamie omara (Fri, 4/5/2024, 04:38:39 am)
    ok, i have already recieved 2 payments

    jamie omara (Fri, 4/5/2024, 04:38:46 am)
    is this the third pametn?

    jamie omara (Fri, 4/5/2024, 04:38:50 am)
    payment**

    Eric (Fri, 4/5/2024, 04:39:32 am)
    Yes, you are fully compensated from our side.

    jamie omara (Fri, 4/5/2024, 04:39:52 am)
    how many payments are there sorry?

    jamie omara (Fri, 4/5/2024, 04:39:54 am)
    2 or 3?

    Eric (Fri, 4/5/2024, 04:40:23 am)
    3 completed payments.

    jamie omara (Fri, 4/5/2024, 04:40:37 am)
    can you cinform the amounts ?

    Eric (Fri, 4/5/2024, 04:40:42 am)
    So, the best course of action would be to just wait.

    jamie omara (Fri, 4/5/2024, 04:40:46 am)
    208?

    jamie omara (Fri, 4/5/2024, 04:40:49 am)
    60

    jamie omara (Fri, 4/5/2024, 04:40:54 am)
    andhow much was the last one ?

    Eric (Fri, 4/5/2024, 04:42:24 am)
    I will check just one moment.

    jamie omara (Fri, 4/5/2024, 04:44:35 am)
    great thanks

    jamie omara (Fri, 4/5/2024, 04:47:14 am)
    ?

    Eric (Fri, 4/5/2024, 04:47:31 am)
    Still checking.

    jamie omara (Fri, 4/5/2024, 04:47:41 am)
    ok thanks

    jamie omara (Fri, 4/5/2024, 04:48:31 am)
    i know one was sent on the 27th and one on the 29th

    jamie omara (Fri, 4/5/2024, 04:48:59 am)
    so its just the third one im trying to locate you see

    Eric (Fri, 4/5/2024, 04:49:55 am)
    yes and i will need your full name as stated in your account and Your phone number used upon registration.

    jamie omara (Fri, 4/5/2024, 04:50:09 am)
    jamie omara

    jamie omara (Fri, 4/5/2024, 04:50:13 am)
    07871956758

    Eric (Fri, 4/5/2024, 04:52:05 am)
    okay then give me a moment.

    jamie omara (Fri, 4/5/2024, 04:52:23 am)
    no problem thanks s

    Eric (Fri, 4/5/2024, 04:56:16 am)
    the payment team has informed me that it might take up to 5 banking days to receive the funds, it was processed on our side.

    Eric (Fri, 4/5/2024, 04:57:02 am)
    About two days have passed, so it should be pretty soon.

    jamie omara (Fri, 4/5/2024, 04:57:25 am)
    ok, how much is the third payment though? that was my intial question?

    jamie omara (Fri, 4/5/2024, 04:57:37 am)
    as its only the third payment i am missing

    Eric (Fri, 4/5/2024, 04:58:52 am)
    Yes, of course, I will check the amount right this second.

    jamie omara (Fri, 4/5/2024, 04:59:05 am)
    great thanks

    Eric (Fri, 4/5/2024, 05:01:23 am)
    So, it seems it should be 60 GBP.

    jamie omara (Fri, 4/5/2024, 05:01:50 am)
    so there is 2 payments of 60?

    jamie omara (Fri, 4/5/2024, 05:02:02 am)
    as ive already recieved a payment for 60

    Eric (Fri, 4/5/2024, 05:02:14 am)
    208 GBP was processed previously, this task was for 60.

    jamie omara (Fri, 4/5/2024, 05:02:14 am)
    a payment fo 208 also ive recieved

    Eric (Fri, 4/5/2024, 05:02:26 am)
    Yes, precisely.

    jamie omara (Fri, 4/5/2024, 05:02:56 am)
    so then how much is the third payment ?

    Eric (Fri, 4/5/2024, 05:03:24 am)
    So, there is apparently no third payment, there are just those two.

    Eric (Fri, 4/5/2024, 05:03:40 am)
    There was a typing mistake on my part.

    jamie omara (Fri, 4/5/2024, 05:03:51 am)
    sorry mate, did your managers just advised that you dropped them in the shit ?

    jamie omara (Fri, 4/5/2024, 05:04:01 am)
    of couse lol

    jamie omara (Fri, 4/5/2024, 05:04:24 am)
    you mean, you told the truth bymistke and your mannagrs have just called you in the office

    jamie omara (Fri, 4/5/2024, 05:04:35 am)
    fortunatley i screen recorded e whole thing

    jamie omara (Fri, 4/5/2024, 05:05:00 am)
    bu you were right about the third payment, as this is what i have been trying to dispute

    Eric (Fri, 4/5/2024, 05:05:20 am)
    No, the payment team informed me that you have been compensated for 208 and you are waiting for the 60.

    Eric (Fri, 4/5/2024, 05:05:46 am)
    Which will be provided to you within the next 5 banking days.

    jamie omara (Fri, 4/5/2024, 05:05:50 am)
    you said on more tan 1 occasion about the third payment lol

    jamie omara (Fri, 4/5/2024, 05:06:11 am)
    you dont make that mistake more than once i its a typing error my friend

    jamie omara (Fri, 4/5/2024, 05:06:46 am)
    but thankyou

    Eric (Fri, 4/5/2024, 05:06:56 am)
    I assure you that there is no third payment, and I have informed you of everything that the payment team has told me.

    jamie omara (Fri, 4/5/2024, 05:07:01 am)
    because you just confirmed to me that i wasnt crazy

    jamie omara (Fri, 4/5/2024, 05:07:17 am)
    and can continue to escalate this matter further..

    Eric (Fri, 4/5/2024, 05:07:17 am)
    Is there anything else I can help with?

    jamie omara (Fri, 4/5/2024, 05:09:07 am)
    of course lol, its ok mate orry you had to be part of ta and i hope tere not too ard on your arse for confirmng what they have been trying to cover up since they repaid me the wrong amount and will nnot admit it, bbut the mad thing they think they could get away with is lie about the transactions against a bank statement

    jamie omara (Fri, 4/5/2024, 05:09:55 am)
    can yyou provide me wit a copy of the ttal amount of deposits i made to te casino and also te methods used, under the subjec access request act

    Eric (Fri, 4/5/2024, 05:11:33 am)
    i will check give me a second.

    jamie omara (Fri, 4/5/2024, 05:11:41 am)
    by that just to be clear i mea my funds that i added to the casino as i have a right to this information please

    Eric (Fri, 4/5/2024, 05:16:48 am)
    Still checking just a moment.

    jamie omara (Fri, 4/5/2024, 05:18:37 am)
    great

    jamie omara (Fri, 4/5/2024, 05:20:49 am)
    ??

    jamie omara (Fri, 4/5/2024, 05:21:09 am)
    the unedited version please 😂

    Eric (Fri, 4/5/2024, 05:21:11 am)
    I am waiting for a response from the appropriate team.

    jamie omara (Fri, 4/5/2024, 05:21:34 am)
    great thanks i bet

    jamie omara (Fri, 4/5/2024, 05:23:39 am)
    the easies thing to do would b to issue me my payments in full, since ii have now got prooof that this cipany has lied

    jamie omara (Fri, 4/5/2024, 05:24:18 am)
    and its really not looking to good

    Eric (Fri, 4/5/2024, 05:24:48 am)
    I am escalating your matter, give me a moment.

    jamie omara (Fri, 4/5/2024, 05:27:52 am)
    why would it need escalating if your telling the truth about my refund ? and tht ii have been refunded correctly?

    Eric (Fri, 4/5/2024, 05:28:46 am)
    Your total deposits have been correctly refunded, amounting to 268.

    jamie omara (Fri, 4/5/2024, 05:29:12 am)
    therefore i need an official statement of this

    jamie omara (Fri, 4/5/2024, 05:29:32 am)
    like you can view when you have an account with the casino

    jamie omara (Fri, 4/5/2024, 05:29:51 am)
    owevr as you deleetyd my acccount i cant access this

    jamie omara (Fri, 4/5/2024, 05:30:04 am)
    so i cant really take your word on it

    jamie omara (Fri, 4/5/2024, 05:30:10 am)
    or the casinos

    jamie omara (Fri, 4/5/2024, 05:30:22 am)
    it needs to be in an offical format

    jamie omara (Fri, 4/5/2024, 05:30:53 am)
    like when use requested my data and that had to be in a certain format

    Eric (Fri, 4/5/2024, 05:30:56 am)
    I understand that this is the exact reason why I am escalating the matter so you can be provided with the documents you requested.

    jamie omara (Fri, 4/5/2024, 05:33:08 am)
    my request for such document shouldnt need to be escalted, as as a customer of this website its something you have access to at your own free will,

    jamie omara (Fri, 4/5/2024, 05:33:26 am)
    however i cannot as i no longer have an account

    jamie omara (Fri, 4/5/2024, 05:33:42 am)
    however i have verified myself correctly

    Eric (Fri, 4/5/2024, 05:36:06 am)
    I understand i am informing them as we speak.

     

    Ticket ID: hd.1712295410852.5jp44v.46d166bb

     

     

  • Complaints Moderator
    • Replied by
    • Complaints Moderator
    • at Apr 05, 24, 02:40:09 AM
    • Serbia Super Hero 1655
    • last active 1 month ago

    Hello jamie omara,

    We responded to you as soon as we got the information from the casino rep.

    Thanks for your understanding. 

    Please stop posting on this thread, as this is the casino's and our final resolution regarding your case.

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