Nine Casino - Player believes that their withdrawal has been delayed.

I made a withdrawal of £150 euros 12 days ago on nine casino it has been paid but I haven’t received it I’ve contacted them debatably times sent the my bank statements ets they said it’s the payment provider so they’ve contacted them but waiting for a reply but that was a week ago it’s getting beyond a joke now there so quick to take your deposit but don’t like paying out.

Dear player,

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 the 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

Hi no still no money I got this message.

Hello, Stephen

We're contacting regarding your withdrawal issue.

We would like to inform you that your withdrawal request has been successfully processed on our end. You can find the proof of payment attached. We kindly ask you to contact your bank and provide them with the document to receive further assistance in locating the payment.

If you ever have any questions or need assistance in the future, please don't hesitate to reach out. We're here to help.

Best regards,

Brooke

Casino Support Team

I then rang my bank they requested a trace to be done on the whereabouts of the payment so I forwarded the request till nine casino and they have since then started asking me to verify my identity address etc which I’ve already done and had numerous withdrawals in the past seems like there just trying to fob me off

This is proof of payment they sent me

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you contacted your bank again after forwarding the proof of payment? What did they say?

When exactly did you submit your identity and address documents to Nine Casino?

Could you please share your communication with both the casino and your bank regarding the withdrawal? Please send any emails, chat transcripts, or documents—including a bank statement or official proof showing that you have not received the payment—to my email at dominika.l@casino.guru, or you can post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear player,

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.

Hi sorry issue still not resolved i just keep getting told the same thing there still waiting for a reply from the payment provider this has been the same for two weeks here’s some communication I’ve had with them and I’ll send bankstatements via email cheers

Dear player, have you received any new updates from the casino since your last message? Has there been any progress in communication with the payment provider or any other developments regarding your missing withdrawal?

Hi yes they cancelled my withdrawal said there was a technical probe on the payment providers side and credited it back to my account so I made another withdrawal I assume with the same payment provider and this is the 3rd business day and sill I’ve not received it can’t understand it cos I’ve never had to wait more than two days for withdrawals From any site and even nine casino

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite NineCasino representative to join this conversation.

Dear NineCasino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear NineCasino,

We will be waiting for the update from the provider.

Thank you for your cooperation.

Dear Stephenmagee83,

We would like to inform you that after contacting the payment provider, we can confirm that the transaction was successful on our end.

We have sent you proof of payment documentation with all relevant details. Please contact your bank with this document in order to track the transaction.

If your bank is unable to locate the transaction with the document, please let us know, preferably with your correspondence with your bank.

Thank you for your understanding.

Best regards,

NineCasino

Dear player,

Could you please confirm,if you have received mentioned details from the casino?

Thank you.

Dear Stephenmagee83,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Stephenmagee83,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka