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I made a deposit to this casino using mifinity.

However, when I tried to make a withdrawal, mifinity became unavailable.

I contacted support,

I was told to make a deposit in virtual currency and then withdraw in virtual currency.

I was annoyed that I had to make an unnecessary deposit for the casino's convenience, but I complied.

However, the casino refused to allow me to make a withdrawal in virtual currency on the grounds that fiat and virtual currency cannot be exchanged.

Other withdrawal methods are not available as they do not offer services in Japan.

As a result, there is currently no single withdrawal method available.

Hello andandjonnyx,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NineCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they offer any kind of withdrawal method for you?

Looking forward to your answer.

Regards,

Nick

Account was verified a week ago.

The prize money was saved with real money.

When I last spoke with the casino, I was told that I could not withdraw money in virtual currency.

Casinos offer multiple withdrawal methods, but seem to overlook the fact that they cannot be used in Japan except in virtual currency.

Banking ...... system is based on EU banks and is not compatible with the Japanese banking system.

skrill,neteller...... discontinued service in Japan several years ago

pay4fun...... not yet supported in Japan

The casino says it can't exchange fiat for virtual currency, but as you can see, the last deposit is virtual currency.

All my balances have also been replaced with virtual currency derivatives.

Hello andandjonnyx,

Do I understand it correctly that all your balance is now in virtual currency or is it still somehow divided? If it's all crypto, aren't you able to request the withdrawal?

That is what I do not understand either.

The balance in this casino is in Fiat on the display, but you can also deposit in virtual currency.

My current funds are a mixture of mifinity deposits and virtual currency deposits.

I made my last deposit in virtual currency and played for a while.

Therefore, the funds have been replaced with those originating from virtual currency.

Hello andandjonnyx,

As long as the fiat currency is now converted into crypto as well, are you able to request a withdrawal of your full balance from the casino?

Yes.

But in practice, they are rejected for the above reasons.

Hello andandjonnyx and thank you for the information provided. As we will need more clarification from the casino, your case will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you andandjonnyx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NineCasino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

The withdrawal was successfully made in virtual currency.

From now on, I will use virtual currency for deposits and withdrawals at this casino.

Hello, dear andandjonnyx!

Thank you for reaching us out and we are sincerely sorry for inconvenience you have experienced.

Regarding your issue we inform you that your withdrawal was successfully processed via crypto currency. If you want to withdraw with this method in the future, please use crypto for deposits as well.

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

Best regards,

NineCasino Team.

Dear andandjonnyx,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter