HomeComplaints96 Casino - Player’s winnings haven’t been received yet.

96 Casino - Player’s winnings haven’t been received yet.

Amount: 390 ₮

96 Casino
Safety Index:Below average
Submitted: 30 Jan 2024 | Case closed : 26 Feb 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

2 months ago

The player from Indonesia had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn't been received yet. The Complaints Team had advised the player to wait for at least 14 days after the withdrawal request and to ensure their account had been successfully verified. However, due to the player's lack of response to the team's inquiries, the complaint could not be investigated further and was therefore rejected.

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3 months ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 months ago

Dear adhiunggs,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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3 months ago

Hey adhiunggs, please contact our support through this email: support@96.com and rest assured that they will help you out. Thank you!

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3 months ago

Dear adhiunggs,

Have you received your withdrawal from the casino yet?

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2 months ago

Dear adhiunggs,

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.

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2 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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