Nine Casino - Player's withdrawal is delayed.

I have been trying to withdraw since 12 April with no resolution. Support has given me the runaround and keep changing the 'why' of this withdrawal not working.

Dear ABIM123456789, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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? 
• Have you accumulated your winnings with or without an active bonus? 

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. 

Best regards, 

Katarina

Hi Katarina

Thanks for your response and for helping me.

In response to your queries:

Have you made any successful withdrawals before?  No

Could you please confirm that you have passed the KYC verification? Yes

Have you accumulated your winnings with or without an active bonus? Free spins with a wager were awarded and the wager requirements were met. They do not dispute that part, just the paying out part. They keep telling me different things, but the most alarming are that I need to make another deposit (which was not a condition and I have deposited several times previously), their domain name is no longer 'ninecasino.com', the current domain address looks extremely phishy (https://46ninecasino72.com) and the fact that 'support' keeps telling me I am using the "wrong" withdrawal method ie. Skrill according to their system, yet I have requested EFT repeatedly and not Skrill. They tell me to try another method, which I do and then receive an immediate 'payment method error' again - I cannot use another method anyway as they are not available for SA residents [you can register yes, but you cannot pass the KYC and/or the provider specifically prevents payments to SA account holders]. I have asked them multiple times to action the withdrawal manually using my bank confirmation letter and they refuse.

I used this casino as it was a highly recommended one as per your site, but this is absolutely ridiculous and is clearly a scam.

Dear ABIM123456789, 

thank you for your message. I apologize for the delayed response. I was on sick leave and unable to reply.

• Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit, please? 
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 
• How long have you been a player at this casino, please?

Looking forward to your reply,

Katarina

No problem, I hope you are feeling better.

Which payment method to withdraw your winnings have you opted for? Was it the same one you used to deposit, please? I have paid via credit card and EFT previously. There is not an option to withdraw to card, but to EFT. I have tried multiple times but I receive the same error message.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. There is no status, it was returned to the account balance once the EFT option was immediately rejected [multiple attempts]. For some reason, all of these show up as Skrill on the history, but I chose EFT. They asked me to try other methods ie. Skrill, but that was like twice out of all the attempts. It seems the EFT ones don't show up as it is immediately rejected.

How long have you been a player at this casino, please? My first deposit was on 24.11.23, so around then.

Hi

You can delete this case. I have played out the money just for fun as this casino is a scam. It won't allow me to delete the account either so another massive red flag.

Please stop promoting them.

Dear ABIM123456789,

thank you for your messages.

Sadly, since you have lost your winning, I am afraid, there is not much we can do for you. The player is responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings.

I am sorry for this outcome.

Should you encounter any issues with an online casino, please do not hesitate to contact us for assistance.

All the best,

Katarina