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

I went to withdraw $13000 and it was rejected for a reason unbeknownst to me they didn't explain why I just received an automated message saying a few dot points of why it was cancelled and then I receiveda message about all transaction have been cancelled becauseit was midnight and to make withdrawl again so i did and then without warning they forfeited the funds completely and then they try to say that they didn't receive my deposit which isnt true I have all documents for proof. And then I played with bonus money followed all there rules and the same thing happened. Can you help ?

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Dear Donny175,

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’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can understand the situation.

• Do you still have access to your account?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Can you please clarify how much was confiscated? How much do you have left after the confiscation?

Thank you very much in advance for your reply.

Dear Donny175,

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.

I do still have access to my account.

I have not made any withdrawls.

They have not ask me to do a kyc.

Without bonus.

$13000 and nothing after confiscation

Thank you very much for your reply, Donny175.

Before we proceed with the complaint, we need to establish why the casino confiscated your winnings.

• Could you please provide more details about what the casino meant by the inaccurate information you provided?
• Have you contacted the casino to clarify what specific rules were violated?
• Please share screenshots of relevant correspondence between you and the casino.

I appreciate your assistance.

Okay so basically i have deposited $298, they have credited $298 into my pokies account, after a few hours playing i have won $13000 and proceeded to withdraw my funds and they just forfeited the money, without explaining anything so after i asked what was the reason they say that they never received my deposit. Ill upload my documents of deposit

Where can i send screens shots to ?

You can share screenshots here in the complaint thread or you can send them to jean.s@casino.guru. When you email me, please also notify me in the complaint along with your answers to my questions. To set proper expectations, please note that emails are primarily for submitting personal or private documents, while the main form of communication will continue to be through the complaint thread.

I appreciate your understanding and cooperation.

Dear Donny175,

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.