Nine Casino - Player claims that payment has been delayed.

I won the $2120.8 on Wednesday the 11 February I played with a bonus I deposited $50 and got $100 to play with but to be able to withdrawal I had to have $2100 in the account to be able to do so and I got it up to $2120.8 so I withdrawald that amount and they sent me a receipt to show that they had paid me but it never hit my account so I called my bank and they told me they don't except money transfers from overseas but osko payments they do and they said if they tried to pay me then the funds would of bounced back to there account so I tried telling the casino that and they have just been bullshiting me and have been telling me the same crap for last 4 days and I just want the money I w139on fair and square

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Dear Skyelevi,

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

Dear Skyelevi,

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 Karla,

Thankyou for your reply,

There hasn't been any update I still haven't received anything in my bank, the casino is still telling me the same thing over and over again.

I have attached screenshot of my history and the payment receipt they sent me

Dear Skyelevi, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or 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.

Karla

Hi there Karla,

Thankyou for your reply, I will do my best to answer each dot point as follows.

1) no I haven't made any withdrawals from this casino.

2) no, there was no KYC verification.

3) yes! I won't it on the welcome bouns.

4) yes! I won it on casino games.

5) here are the screenshots from nine casino

Thankyou for your time, I look forward to your reply.

Kind regards

Skyelevi.

ear Skyelevi,

Thank you for your response and for providing the information.

To better understand the situation, I would like to ask a couple of additional questions:

1. Could you please confirm the exact withdrawal method you selected when requesting the payout (bank transfer, e-wallet, etc.)? If possible, please also let us know whether this method is the same one you used for your deposit.
2. Since you mentioned that your bank does not accept international transfers, have you contacted the casino and asked whether the payment could be reprocessed using an alternative withdrawal method supported by your bank (for example, an e-wallet or another payment option)? If so, please share the casino’s response.

These details will help us better understand what might have happened with the payment and determine the best way to proceed.

Karla

Dear Skyelevi,

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,
Karla
Casino.Guru