Nine Win Casino - Player’s winnings haven’t been received yet.

Nine win have been very good up with processing withdrawals up until I requested to withdraw 3000 GBP. They emailed me saying it was a ‘technical issue’ but have not replied to my last email. The withdraw keeps failing and then the 3000 is returned to my account balance. I just would my winnings, I have used the same withdrawal method and details and nothing has changed which confuses me as they’ve paid me on other amounts using the exact same process

Dear Georgeh9526,

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

I understand that, but the withdrawal isn’t even being processed, it keeps being declined after around 3 hours.

Dear Georgeh9526,

Have you received your withdrawal from the casino yet?

Dear Georgeh9526,

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.