The player from Italy has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet.
Nine Casino - Player’s winnings haven’t been received yet.
Resolved
Our verdict
Case closed
Amount: €800
Nine Casino
Safety Index:Very highCase summary
Discussion
Public
Public
3 years ago
Translation
I am trying to have my deposit method verified (virtual cards)
there are no physical cards but I have sent bank documents certifying the deposit (there is name surname expiry date and card number) please check the incorrect behavior!
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Public
Public
3 years ago
Dear sundek95,
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
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
Public
Public
3 years ago
TranslationI made a win and sent the documents to request the withdrawal. They keep replying that I have to send the card I used for the deposit. My card is a virtual card created and issued by the bank and I have sent a document certifying this card (which shows the name and surname, card number and expiry date. But they keep telling me to send them a card. I'm very sure they don't want to pay and this delay allows them to make me replay everything they won
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Public
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3 years ago
TranslationI am a person who, unfortunately, has a certified disability. This is bringing me a lot of emotional, physical and psychological stress that will only be attributable to the casino in question!
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3 years ago
Awesome news, sundek95. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
