The player from the United Kingdom had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. We had advised her to wait at least 14 days for the withdrawal to be processed, as delays could occur due to KYC verification or high withdrawal volumes. After the recommended time frame had passed, no response was received from her despite reminders. Consequently, the complaint was closed due to lack of communication, with the option to reopen if she chose to resume contact.
Nine Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Player stopped responding
Amount: £110
Nine Casino
Safety Index 8.8 HighCase summary
Discussion
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3 months ago
I won £110 ‘Congratulations you have won’ then this was added then deducted from my balance, (NOT BONUS) staff refused to acknowledge, when I checked game history, all my £1 bets were showing as 0.87p bets, which is not even possible, and 22p bets. Never recognised none of these bets as my own, again refused to investigate, ‘be patient’ ‘not our problem’ you need to contact the game machine owners but they don’t know who they are.
THESE .COM CASINOS NEED TO CEASE TAKING CLIENT MONEY FRAUDULENTLY
also refused to close my account as I don’t have any control over the status of MY account
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3 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear Tel53,
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
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3 months ago
Dear Tel53,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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3 months ago
Dear Tel53,
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.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
