The player from Italy had struggled with a withdrawal process that had been under review since February 10th. Despite having received assurances from the casino's support team that everything was fine, no progress seemed to have been made. After the player's account was unexpectedly disabled, he had threatened legal action. Fortunately, the situation had been resolved when the player's funds were credited to him. We had marked the complaint as 'resolved' in our system.
Nine Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,350
Nine Casino
Safety Index 8.8 HighCase summary
Discussion
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2 years ago
Translation
Hello, I am writing to discuss the problem I am experiencing with a withdrawal. It has been under review since February 10th despite already having my account verified, and I have yet to receive a response. It seems there is non-existent customer service, and despite sending an email for support, they tell me everything is fine, but I see nothing that implies it is.
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2 years ago
Hello Fra.20710,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nine Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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2 years ago
TranslationYes, my account was verified on February 10th, real money was used, I spoke about this topic with the assistance, who reassured me, but the situation has always been the same for 5 days, I'm on the 1st step on 4 for a few days, considering that I have read the terms and conditions, and the estimated time for collection is 72 hours.
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2 years ago
TranslationI'm writing to update you, they disabled my account after everything was verified and I had a withdrawal in progress, should I go through legal action?
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2 years ago
TranslationMy money has been credited to me, so everything is fine
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2 years ago
Dear Fra.20710,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
