Have a question?
Account
I can’t log in. How can I reset my password?
Click “Forgot Password?” on the login page and follow the instructions. You will receive a confirmation email after your password has been successfully updated.
How can I update my email address?
You can change your email in Account > Profile. If your email has already been verified, please reach out to Support for assistance.
How can I update my phone number?
You can change your phone number in Account > Profile. If your number has already been verified, please contact Support.
How can I change the country linked to my account?
For security reasons, the country associated with your account cannot be modified. If you have relocated to a different country, please contact Support for further help.
Why was my account suspended?
Your account may be suspended due to security checks, duplicate accounts – meaning another account is linked to your device, IP address, or browser – or other violations of our terms and conditions. Please contact Support for more information.
How can I deactivate my account?
You can activate self-exclusion at any time in your profile under the “Self-Exclusion” section. If you would like to permanently close your account, please contact our Support Team via Live Chat or email us at [email protected].
Can you remove all of my data from your website?
We are required by law to retain your data for 5 years after you stop using our services. For additional details, please refer to our Privacy Policy.
Why am I being charged every month?
If you have not logged in for 12 consecutive months, your account will be marked as inactive. We may apply a €10 monthly fee at the beginning of each month – or the remaining balance if it is less than €10.
How can I manage my account balance – for example bonus funds or real money – and where can I view my transaction history?
- Login:
Go to the casino website and sign in to your account. - Open Account Management:
Navigate to the “My Account” section, usually accessible via the profile icon or menu. - Access Transaction History:
In the “My Account” section, find options such as “History”, “Transactions”, or “Account History”. - Review Transactions:
Open the relevant section to view your transaction details. These may include categories such as:
Deposits: A list of all funds added to your account.
Withdrawals: A list of all withdrawal requests.
Game History: A summary of your bets, spins, and other game activity.
Other: This section may include additional types of transactions. - Use Filters and Sorting:
You may be able to filter your transaction history by date, transaction type, or other criteria to quickly find the information you need.
How can I subscribe to web push notifications?
When you visit our website, please allow browser notifications when prompted. If you did not accept the request, you can enable notifications manually in your browser settings by locating the “Notifications” section and allowing them for our website.
How can I contact the Support Team?
You can reach our Support Team via the email address listed on the website or through Live Chat. You can also stay connected with us on our social media platforms.
Bonus
Where can I view my bonuses or Free Spins?
Open the menu in the top-left corner by clicking the three-line button. In the sidebar, select “Trophies” to see your available bonuses and Free Spins.
How do I activate a bonus?
Go to the Trophies section, choose the bonus you want to use, and click “Activate”.
Which games are eligible for bonus play?
Unless stated otherwise, bonuses come with ‘Standard Wagering’ terms, which allow you to place bets on Slots games. Please note that eligible games may vary depending on the specific offer, so we recommend reviewing our Bonus Policy by clicking here to avoid any misunderstandings.
What is the difference between real money and bonus money?
Real money refers to the funds you deposit yourself, while bonus money is subject to wagering requirements before it can be withdrawn. As long as you have real money in your balance, the bonus funds will not be used, and any winnings will be added as real money. Wagering of the bonus will start only after your real balance has been fully used and you begin playing with bonus funds.
What does wagering mean, and how can I complete bonus wagering?
Wagering is a requirement that determines how much you must bet before you can withdraw winnings obtained with bonus money. It is typically expressed as a multiplier and includes a specific time limit within which the conditions must be met. If the requirements are not fulfilled in time, the bonus funds may be forfeited.
How do I turn bonus money into real money?
To convert your bonus funds into withdrawable money, you must complete the wagering requirements. Here is how it works:
- You need to place bets equal to X times the bonus amount.
- Whether your bets win or lose does not matter – every placed bet counts toward the wagering requirement.
- You will first play with your real balance, and once it is used, the bonus funds will be applied.
- After completing the wagering requirements, any bonus winnings become available for withdrawal.
- If you cancel the bonus before finishing the wagering, both the bonus and any related winnings will be forfeited.
- Different game categories contribute differently to wagering: Slots – 100%, Bonus Buy games – 50%, Live games – 10%, Instant Win games – 5%.
- You can track your progress at any time in the Trophies section.
How can I cancel a bonus?
Go to the Trophies section and click “Cancel”. If you cancel a bonus after you have started using it, both the bonus and any associated winnings will be lost and cannot be recovered.
How can I receive a bonus code?
Bonus codes are provided by our affiliate partners before registration. After registering, all available promo codes will be sent to your verified email address, unless you have chosen to unsubscribe.
Is it possible to restore an expired bonus?
If the bonus was not used at all and expired within the last 7 days, please contact Support for assistance.
How can I receive Cashback?
Your Cashback percentage is based on the total amount of deposits made during the previous week and is calculated according to your real losses during that period. If your total deposits are lower than your total losses, the Cashback will be calculated based on the deposit amount. Cashback is credited after the calculation is completed. The calculation period runs from Monday at 12:00 AM (UTC) to Sunday at 11:59 AM (UTC) of the previous week and applies to slot games only.
Deposit
How can I make a deposit?
Visit your “Deposit” page to see the complete list of payment methods available in your region. The minimum deposit is usually €20 (or the equivalent in your currency), but it can vary depending on the selected payment method.
How can I deposit via crypto?
Open the “Deposit” page and select “Crypto”. Follow the provided steps to generate a wallet address for the transfer. Ensure that the deposit amount meets the minimum requirement and that the Coins are sent through the correct network. For instance, USDT ERC20 must be sent only to a USDT ERC20 address.
How long does it take to make a deposit?
Bank transfers are generally completed within 24 working hours, but depending on your bank’s processing time, it may take up to 5 business days. E-transfers are usually processed within 24 hours, although in rare cases it can take up to 2 business days. If your deposit takes longer than expected, please contact our Support Team for help.
How does the Bonus Code section work in the “Deposit” tab?
Enter the code on the deposit page before confirming the payment. You can also click on “(i)” to view detailed information about the bonus. If you prefer not to use any available bonuses, simply select “I don’t want any”.
Why can’t I make a deposit?
Review the error message for more details. Common reasons include insufficient balance, reaching Responsible Gambling limits, multiple failed attempts in a row – which means you need to wait before trying again with the same method – or an incomplete 3DS verification. If the reason is still unclear, please take a screenshot of the error and contact Support for additional assistance.
Why can’t I pay with my bank card?
Your card may be restricted for gambling transactions, expired, or unsupported. Try using another card or a different payment method. If this is not possible, please contact Support for further assistance.
How can I add another payment method?
We continuously work on expanding our payment options. Please share your suggestion with us by email at [email protected].
I have reached the maximum number of cards. What should I do?
This usually happens when multiple virtual cards are used. Please contact Support, provide a short explanation, and specify which accounts you no longer use.
Can I set limits on my account?
Yes, you can. We are committed to offering a secure gaming environment. You can set deposit limits in the personal settings section of the cashier. Additional limits, such as restricting account access for certain periods, are available in the “Gambling Limits” section. For more information, please visit our Responsible Gaming page.
How will I know if there are any fees for processing?
If applicable, any processing fee will be clearly displayed during the deposit procedure. If your bank account currency differs from your casino account currency, your bank may apply additional charges.
Verification
Do I need to verify my account? How can I send proof of identity?
You may be asked to provide documents when required. This process is carried out in accordance with regulations. Go to the verification section in your profile and upload a valid ID, such as a passport or driver’s license. Please make sure you allow access to your camera.
Why did I have to verify my account again?
For security purposes, we may request additional verification if you use a new payment method or make specific changes to your account. This is part of our compliance procedures.
How long will it take until my documents are checked?
The review may take up to 24 hours. Ensure that all required documents have been submitted. If it takes longer, please contact Support.
What is proof of deposit? How is it different from a bank statement?
Proof of deposit confirms a single transaction made from your bank account to your casino account. It can be provided as a screenshot or a PDF file. The transaction details should be visible in your banking or e-wallet app history, depending on the method used. A bank statement includes your full name, account number, and several recent transactions. It helps confirm that you are the sole account holder and ensures secure withdrawals. Bank statements are usually downloaded from online banking in PDF format.
Why am I having issues with verifying my ID?
Please check the file format and size, then try again using another browser or device. If the problem continues, contact Support for assistance.
Why were my documents rejected?
Please make sure that:
- The photos are clear and not blurry;
- The documents are valid and not expired;
- The documents match the information in your casino profile;
- Bank statements or proof of address were issued within the last three months.
How safe are my personal details?
Ninewin takes extensive measures to ensure that your personal and financial information remains fully secure and confidential. We use industry-standard security protocols. The connection to the site is encrypted and authenticated using TLS 1.2, ECDHE_RSA with X25519 key exchange, and AES_128_GCM encryption to guarantee that all transactions, including deposits and withdrawals, are processed securely. This technology prevents your information from being intercepted by unauthorized parties while it is transmitted between you and the site.
Withdrawal
How do I withdraw my money?
Open the Withdrawal section, select your preferred method, enter the amount, and confirm the request.
What is the minimum withdrawal amount?
The minimum withdrawal amount varies depending on the chosen payment method, but in most cases it is €50 or the equivalent in your currency.
How long does it take to receive a withdrawal?
Most withdrawal requests are processed within 24 business hours after approval. Delays may happen due to additional verification, high workload on the payment provider’s side, or technical issues with your bank.
How do I check withdrawal details and status?
You can track the status in your profile under Transactions History. If the request remains pending for an extended period, please contact Support.
Why can’t I make a withdrawal?
Please ensure your account is verified if requested by the Payments Team, all bonuses are either wagered or cancelled, and you are using a supported payment method.
How will I know if there are any fees for processing?
If applicable, any processing fee will be clearly displayed during the withdrawal procedure.
Adventures
Where can I find the Minigames section?
Open the menu in the top right corner and select “Adventures” to access the minigames.
How do I use my Coins?
Coins can be used to purchase Bonuses and Wheels within the Adventures section.
How do I play lotteries?
The lottery takes place weekly and is open to all players. In the “Deposit” tab, you can see how many tickets you will receive depending on the selected deposit amount. One ticket usually costs €10. There is no limit on the number of tickets a player can receive. After the lottery ends, prizes are typically credited within 1-2 business days.
How do I enter tournaments?
To participate in tournaments, first review the Tournament Rules available in Adventures -> Tournaments. Then choose a tournament and check its participation requirements. In most cases, you can join by clicking the “Opt-in” button.
I didn’t receive a Wheel spin after depositing.
Please ensure that your deposit meets the required conditions. Wheel spins may appear within a few minutes, so try refreshing the page. If the spin is still not credited, contact Support for assistance.
Games
How do I find a game in the app?
To find a specific game, click on the Search button located at the top of the page and enter the game name.
Can I test this game without depositing?
Yes, slot games are available in demo mode. Select the game you want to try and click on “Play Demo” to start.
Where can I find information on game rules, demo mode, and available features (e.g., Minigame section)?
You can check information about your played games, including bets and results, in the “Casino History” section of your profile. For features such as minigames, open Adventures from the main menu. There you will see options like Wheels and Missions, where you can learn how features work and how to earn Coins. To view specific game rules or access demo mode, open the selected game and look for the information or help icon inside the game window. To explore minigames and shop options, visit Adventures – Store.
Why is this game not working?
The game may be temporarily unavailable due to maintenance by the provider. Other possible reasons include Responsible Gambling limits, account suspension, or country restrictions set by the provider. Please try again later. If the issue continues, contact Support for assistance.
An error occurred while playing. Why?
Refresh the page and clear your browser cache. Make sure your internet connection is stable. If the error still appears, contact Support and provide a screenshot or the exact error message.
What should I do if I encounter errors while playing a game, and can I stop a game in progress?
You can press the Stop button during a spin at any time. If the game freezes during a bet, close the software using Task Manager on Windows or Activity Monitor on Mac. Press CTRL+ALT+DEL to open the options and select Task Manager. After logging back into the casino, the game session should resume.
Which game providers are available in your casino?
We provide games from popular providers such as Amaya, NextGen, NetEnt, WMS, Evolution, and many others, offering a wide variety of options for every player.
Sportsbook
How do I place sports bets?
Select a sport, choose a match, click on the desired odds, and add the selection to your bet slip. Enter your stake and press “Place Bet” to confirm.
How do I use a freebet?
If you have received a freebet sports bonus, follow these steps to use it:
- The freebet is valid for 5 days from the date it is credited, so make sure to use it before it expires.
- You can use the freebet on any available sports event.
- Your bet must include at least 2 events.
- The total combined odds must be 3.00 or higher.
- When placing your bet, click the gift box icon next to the Place Bet button to activate the freebet.
- If your combo bet wins, the profit, excluding the freebet stake, will be credited to your account as real money.
Where can I find football games to bet on?
Open the Sportsbook section and select the “Football” category. You can use filters to sort by league or specific matches.
Why can’t I bet on football?
The event may be suspended, unavailable in your region, or not eligible under your active bonus. Please review the bonus terms or contact Support for clarification.
Why was my bet cancelled?
Bets can be cancelled due to match cancellations, incorrect odds, or technical problems. You will receive a notification explaining the reason.
How do I find and place bets on various sports, including eSports, and participate in competitions?
Go to the “Sports” section and select the sport and event type you are interested in. You will see the available markets and betting options. To join competitions, visit the “Promotions” page, choose a challenge, review its rules, and take part.
