9POKIES Casino - Player believes that their withdrawal has been delayed.

Withdrawal listed as "processing" for multiple days/nights.

Being told by casino there is a technical/banking issue on their end delaying payment. They insist they are working to complete as quickly as possible.. it has now been over 17hrs (almost always usually completed within minutes)

Live feed on site shows they have continued accepting deposits (and processing other withdrawals) during this entire situation.

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Dear Krose712,

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

I understand your position in suggesting to wait 14 days but this site I have been a regular customer for almost 3 years now and there has only ever been 2 other incidents where payment wasn't received on my end within minutes (and both of those incidents my withdrawal was marked "completed" with screenshots provided to prove payment.. delays were caused by security holds on the banks end).

This is the first time my payment has been left "processing" for such an extended time and the casino stating they are currently unable to process any withdrawals but cannot give a timeframe to expect resolved.

Also, the sites "live" deposits/withdrawals list has shown incoming and outgoing payments during this whole time. Withdrawals up to $800 have apparently been processed while I've been told they are experiencing issues with their bank.

??

Dear Krose712,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Krose712,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jean
Casino.Guru