Nine Casino - Player’s withdrawals have been restricted.

Good morning,

Nine casino blocked my ability to withdraw funds in PLN, so I have no access to the money. They made three withdrawals worth a total of PLN 25,000 and asked me to choose a different currency. Additionally, two withdrawals for a total of PLN 20,000 were canceled without giving a reason. I have a total of PLN 110,000 in my account and I want to be able to use it and withdraw it. Please help.

Dear robertmurakowskicom,

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? 
• Do I understand correctly that you could withdraw your winnings but in a different currency?
• Could you please confirm that you have passed the KYC verification?

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,

Kristina

Hallo Krystyna,

Thank you for your quick contact, here will answer your questions:

• yes, I have 3 successful withdrawals (PLN).
• I can't select any currency.
• I passed all verifications and had a confirmed account and payment confirmation.

Nine Casino is currently unable to explain to me why the last two withdrawals were canceled. Apparently these are technical problems. They don't know how long the repair will take. So at the moment I don't know anything, that's why I decided to write to you. Thank you very much for your help.

Attached are the additional documents you asked for and confirming what I wrote.

Regards, RM

For now, my problem is supposedly solved. Please let's keep in touch for a few days. Thank you in advance.

Unfortunately, the two transactions I placed were returned to my account at nine Casino, which delayed the withdrawal process.

I still have a problem with verification on my account. I ordered a withdrawal. I'll let you know what comes of it. Although I think there will be a problem again tomorrow...

I will add that with previous payments everything was fine... Ehh... not cool.

Thank you for your reply, robertmurakowskicom. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear robertmurakowskicom,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.