The player from the Netherlands had reported a delay in the withdrawal process, which according to the casino's policy, should not have exceeded 24 hours. The player had expressed concern due to a lack of response from the casino's support. The casino had acknowledged the issue and informed the player that their support system was then active. Despite this, the player had continued to experience communication issues. Eventually, the player cancelled the withdrawal, deposited again, and confirmed that they had received their money.
96.com Casino - Player’s withdrawal has been delayed.
Amount: 250 ₮
96.com Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.7
96.com Casino has a Safety Index of 6.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Dear sus4567,
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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11 months ago
I really hope for your help. The fact is that the nickname indicates on the website that the withdrawal of funds will take no more than 24 hours. I'm worried because it's impossible to contact them; their support and mail don't respond.
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11 months ago
Dear sus4567,
We sincerely apologize for the inconvenience you are experiencing.
Our support system has recently been reactivated. You can now reach out to us at supports@96.com regarding your issue. Rest assured, our support team is committed to addressing your concerns promptly. Thank you for your patience and understanding.
Best regards,
96.com
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11 months ago
Translation
You write to the casino chat, there is silence. You sent me a letter and I wrote to it too. and did not receive an answer, unfortunately
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11 months ago
Translation
and on your website it says that withdrawal takes no more than 24 hours. More than 48 hours have passed..... I don’t know when casino operators will start helping me 96
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11 months ago
canceled withdrawal requested deposit. I'll make a deposit now. let's see what will happen next
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11 months ago
Translation
Hello. we paid the money. you can close the case. Thank you for everything. and good mood to you
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11 months ago
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10 months ago
Dear sus4567,
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,
Kristina
Casino.Guru
