Nine Casino - Player's withdrawal is delayed and unreceived.

Withdrew £500 on the 13th July showed as processed on 14th July but I never received , sent nine casino message and was told I have to contact bank , I done that and bank said no restrictions, I then contacted nine casino again and they said it was processed 21st July and will receive by 25th still not received and then I emailed them again they said it has been paid on 14th July, this money has never reached my account and I sent them my bank statements to prove this , I am now missing £500 which I won after depositing, I’ve never had a issue before withdrawing from the site but this time there not being very helpful

Dear player,

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.

Were there any specific instructions mentioned regarding the withdrawal process that you followed?

Does the casino provide any tracking capabilities for your funds after the withdrawal request?

Have you previously made successful withdrawals via bank transfer?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@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.

Best regards,

Dominika

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Hi no I have withdrew multiple withdrawals before and never had any issues , I can email the chats over just now , I have never had problems with withdrawal just this one time

That’s me emailed over the transcripts from nine casino , I also provided them bank statements showing I had not received, there is also the fact I have never once had a issue receiving payment and have withdrawn multiple times before with no issues.

Dear player, could you please confirm whether you have received the £500 by now, or if the casino has provided any new information or updates since your last message?

Could you please send me the communication you had with your bank or payment provider? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

No I still have not received this money , and no word from casino , emailed you over the bank chat already

I have emailed them daily and still not had any update on this , they keep saying in the online chat someone will be in touch but have never heard anything back

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

Dear player,

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,

Dominika