Support in Ninecasino just ignores.

In short, I'm tired of putting up with this, I'm writing here because of support n Ninecasino just ignores . The story is this - I played Gates of Olympus , first lost $600, then deposited another $400. Took their bonus 100% up to 500 on deposit (like they offered to "return" part of the losses). The rules say wager x35, but that's okay... The main problem started when I got several big wins with the bonus money and the balance grew to $4800. I started to play - everything was going fine, I finished looking at the requirements in the office - there were about 800 bucks left to play. BUT when I reached the end of wager - support wrote that I had violated ANOTHER rule - supposedly the bets were more than $5 (maximum bet when wagering). Even though I checked - in the section of the rules where the bonus is mentioned, it is not even written!! They then sent some link to the general rules, where in small print there is a clause about the max bet, but it applies to the regular game, not to bonuses! In the end, all winnings were cancelled and the deposit was not even returned!! They send you to the rule point 6.4.3 about "violation of the terms of the bonus policy", and this is just some kind of scam. They don't specifically write this restriction in the terms of the bonus itself so that they can rip you off later. Correspondence with support , there are screenshots , there is also a screenshot that there is nothing about max bet in the bonus rules . If necessary, I will upload everything. And also - I've already googled it , it turns out I'm not the only one who got into trouble. There are similar stories about this company on many forums.

Hello . Thank you for your request and detailed description of the situation. To conduct an investigation, please send us a private message: • Your login/email in NineCasino • Screenshots of correspondence with support

Specifically my account Harrison458@gmail.com I sent the rest in PM, everything + extra screenshots of their rules from the site where this restriction is really hidden God knows where. When I took the bonus - there was definitely nothing about bets on that page. But to be honest, I just want to at least get my deposit back. They basically just took my money without even an explanation, just referring to some weird rules

We received your materials, thank you. Indeed, the situation is ambiguous. We sent a request to the casino with a requirement to provide: 1. A copy of the bonus program rules in effect at the time of bonus activation 2. Justification for canceling the deposit, since usually when the bonus rules are violated, only the bonus and the winnings from it are lost 3. Detailed explanation why the maximum bet limit was not stated in the main bonus terms We expect a response within 48 hours.

Ok, I'm waiting. Just don't delay, it's been almost a month since they took the money...

Good evening, we received a response from the casino. They provided us with a full version of the rules that were in effect at the time of bonus activation. Unfortunately, we have to inform you that the maximum bet limit of $5 was specified in section 3.2 of the Bonus Policy. The casino provided us with an archived version of the page where this rule is clearly stated. However, given your gaming history and the fact that this is your first offense, we have negotiated a compromise with the casino.

This can't be! I read all the rules 10 times when I took the bonus! Where exactly was this written?? Show me this page

We sent you a screenshot of the archived version of the rules page in a PM. Please attention on section "General Bonus Terms and Conditions", subparagraph 3.2.4, where stated : "Maximum bet while wagering any bonus is limited to $5 or currency equivalent. This applies to all bonus offers unless stated otherwise in specific bonus terms." This is a standard condition that was actually active at the time you received the bonus.

But why is it in the general rules and not in the bonus terms? And I really didn't see it when I activated it. Have I really lost all my money now?

We understand your disappointment, but the rules were indeed available, although not in the most convenient place. After negotiations with the casino, we managed to reach the following compromise: 1. Your $400 deposit will be refunded. 2. The account will be unblocked and you will be able to continue playing. 3. The winnings will unfortunately be cancelled according to the rules.

Damn, it's a shame of course... But at least they'll return the deposit and that's good. I feel like such a loser now that I didn't read the rules

This is actually quite a common situation, especially with bonuses. Many players miss the point about maximum bets in the general rules. We recommend that you always check not only the terms of a specific bonus, but also the general provisions of the casino's bonus policy. Funds should arrive within 24 hours. Account is now unblocked.

Thanks for the explanation. The money has already arrived, the account is also working. Next time I'll be smarter

We are glad that we were able to help at least with the return of the deposit. If you have questions about the rules of other casinos or bonuses - contact us, we will advise.