The player from Germany had requested a withdrawal less than two weeks prior to submitting their complaint. Their money had not been received yet. The Complaints Team intervened after the player reported multiple failed withdrawal attempts and poor customer support experiences. Following the team's involvement, the casino changed its payment provider, allowing the player to successfully receive the withdrawal. However, the player noted that no compensation had been offered for the lengthy process. The complaint was marked as resolved.
NineCasino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €500
NineCasino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Good day,
I requested my withdrawal on March 13th, and on March 14th? Was it confirmed by Ninecasino? I then waited the five business days (the maximum time) and still nothing. In the live chat (last Thursday), they said a ticket would be created and that I would receive a response shortly. But I have not heard anything yet. So I check in every day and ask. Their answer is, "We are waiting for a response from your payment provider." Now, a week later, I am still getting the same response. So I contacted my bank myself and received a response within minutes. They said there was nothing they could do. I also sent an email to Ninecasino support, but received no response either. The support team always gets the same automated messages, and the chat always closes when I ask for proof of contacting my payment provider, etc. I have never experienced anything like this in all my years of playing, and I have played on really dubious sites!
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8 months ago
Dear Alphyaa,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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8 months ago
Translation
KYC etc. is up to date. Tomorrow will be exactly 14 days. According to them, the money was transferred a long time ago, and no problems with my account were mentioned.
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8 months ago
Update:
I have received an Email that my Withdrawal failed. They didn‘t told me any Reason and the Money got charged back to my Account. However a few hours ago they told me they were waiting for my bank to reply and that everything is correct from their side and the money has been paid a few days ago. So I went to the Live Support. The Translation was so bad and the Support (for what ever Reason spammed Hearts) and congrats me etc. this made me really rage, never had such a bad support in any Casino. The support didnt even understand when I explained couple of times and changed to english. So I started again with a new support. They told me the money has been paid today??? but it was on my Account? It is just super weird and fishy. Then I explained and they told me they don‘t know why it got cancelt and after long writing they told me to make a new withdrawal so I did. I asked again why it got cancelt and then she told me my verification wasnt complete? But you cant withdraw when its not complete and the webseite showed me all time that im completly verified and I even got a Mail for that. On the Withdrawal process its get checked and there was nothing. Also all supports the past days told me everything is fine, it got paid buy us, we are waiting for a reply from your bank etc.
they also asked me like 5 times for bank statements
when you ask me this is super super fishy and I never experienced something like this. I provided you screenshots. Also when they dont wanna answer your questions anymore they just close the chat. Super unprofessional
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8 months ago
Dear Alphyaa,
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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8 months ago
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They told me the payout would be processed very quickly, within 24 hours. I've been waiting for over 24 hours now, and the payout hasn't even been verified yet.
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8 months ago
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It's been over three days now, and the payout hasn't even been fully processed. As a customer, I feel cheated.
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8 months ago
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I've been waiting for my withdrawal to be processed since March 26th (just the processing, not the payout!). I was in live chat and was told it had already been processed (even though it still says it's in process). I then asked if it should be there by Friday at the latest, and support replied yes. If there's nothing there by Friday, I'll let you know. 
I've been waiting for my payout since March 13th, almost three weeks. This is unacceptable; I need compensation for this.
edit
I asked again in the live chat for more details. They say the payout was completed on March 27th and has been on its way to me ever since. They say it will take up to three business days, so it should arrive by Wednesday or Thursday at the latest.
I still don't know why it's taking so long. My bank is usually very fast with transfers.
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8 months ago
Translation
Hello.
I need your help. I got an Email that it got denied/canceled again. They didn't mention a reason. However they told me plenty of times that everything is fine and I will receive it soon. I uploaded a lot of documents. This can't be the case. I feel totally scammed.
edit
The amount in dispute now amounts to €500. I was just in live chat, where I was told that my bank rejected the transfer. I've never had any problems with my bank and have withdrawn money from various casinos. I also contacted my bank when requesting the first withdrawal. The response:
"As the receiving bank, we have no influence whatsoever on incoming transfers.
Ideally, you should check with the ordering bank to find out by when transfers will be processed and, if necessary, request an investigation from them.
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8 months ago
Thank you Alphyaa for all the information provided. I will now forward your complaint to my colleague Natalia ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Translation
All right, thanks.
The current status is that I'm waiting for payment documents so I can contact my bank. Unfortunately, the casino is responding very sporadically, so there's no progress. They also told me to use an alternative withdrawal method, but I don't have any chips or crypto, and that would be very difficult to implement. Plus, I'd have to deposit again using that payment method, which I don't want.
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8 months ago
Dear Alphyaa, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.
Dear NineCasino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal request. Was it processed on your side?
I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email [email protected].
Kind regards,
Natalia
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8 months ago
Translation
Hello Natalia.
Thank you for handling the case.
Ninecasino responded to my email after a long time, saying they couldn't provide me with any documents related to the withdrawal. I need these documents to send them to my bank.
In summary:
I have been waiting for my payment since March 13th
Very poor support (long waiting times, sometimes they don't understand anything, false promises)
Withdrawals to my bank account failed twice. Once after a 14-day wait, then after 5 days. I was told to contact my bank, which I did, but they apparently need documents, and Ninecasino can't provide any.
Withdrawal via token is not possible because I have to deposit via token in advance, but this option is not even displayed when I deposit.
Crypto: I don't have it, it would be a lot of work and I would have to deposit
Especially because of the statements of some support employees and the fact that they can no longer provide me with any documents, it feels more and more like a scam
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8 months ago
Hello!
The withdrawal request made by Vang142 yesterday has been successfully processed on our end. Please note that once a withdrawal is processed, it may take up to five banking days to be credited to your account via bank transfer.
Previous withdrawal attempts were unsuccessful as the user's bank returned the transactions. As a result, we recommended using an alternative payment provider from the withdrawal menu.
Best regards,
NineCasino
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8 months ago
Translation
Hello Ninecasino,
As I already mentioned, neither Jaton nor crypto works for me. Unfortunately, no other withdrawal methods are offered. If you provide me with the necessary documents from your payment provider, the situation should be easily resolved.
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8 months ago
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My ticket was simply closed, even though I asked questions and nothing was clarified. 
Unfortunately, this is how it is all the time with Ninecasino. I've never experienced such impudence.
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8 months ago
Hello. I haven‘t received money yet. I was in the Livechat a few minutes ago and mid conversation I got taken back in a 15min que. 
I feel like everytime when I ask specific questions and really need help, they dont have any automated messages left and they will close the conversation. Happend to me in the past weeks plenty of times. I also havent got any more mail responses.
Compensation for the long wait, the miserable support, and all the inconveniences would be more than appropriate.
I don't know what else to do, please help me. @Ninecasino @Natalia
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8 months ago
Translation
I created a crypto wallet yesterday because the bank transfer still hasn't arrived, and I suspect it's being reversed again. I then made a deposit at Ninecasino, won a bit, and have now made three withdrawals of €50 each. I'll see if the money reaches me.
This process, however, involved a lot of effort. First, I had to find a suitable provider, verify myself, submit documents, etc. After activation, I had to deposit €40, which also took some time. Then I was able to deposit at Ninecasino. However, I found it strange that when depositing, you could specify a specific network for the respective cryptocurrency, but when withdrawing, you don't have this option. Therefore, there's a risk that the money could be lost during withdrawals if you use the wrong network. After the withdrawal, the cryptocurrency also has to be converted into real money and transferred to my bank account.
We'll see if things get easier this time. However, I'm very disappointed with Ninecasino, especially with their customer support. It's a shame it had to come to this.
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8 months ago
Dear Alphyaa, thank you for the updates. Can you please specify if your withdrawal via bank transfer is still pending?
What crypto service provider/currency did you choose?
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8 months ago
Translation
Good day,
Yes, the main sum of €500 is still missing. It hasn't been credited to either my bank account or my Ninecasino account.
The other crypto withdrawals were successful. I used Bitget for this and withdrew once with Bitcoin and once with Dogecoin.
I hope the payout will either arrive in my bank account promptly or be reversed so I can withdraw via crypto. However, the first time, I had to wait 14 days for the refund.
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8 months ago
Almost a month later and the money havent reached me. I tried to contact the support, but they dont seem to understand me at all. Hopefully the chargeback progress will be fast so I can withdraw via crypto. Ninecasino support is unbeliveable.
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8 months ago
Im completly loosing it. The Bank Transfer failed again. So I tried to withdraw via Krypto because it worked last time for me. Now I received an Email that Krypto isnt available for this funds.
I dont know what to do anymore.
3 Times failed Bank Transfers
Krypto Withdraw failed
Worst Support ever
There are only 3 Methods to withdraw. Crypto, Bank Transfer and Jeton. Jeton doesnt work for me. And the other to get cancelt all the freaking time
please help me
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8 months ago
I was in the Livechat now. First I had randomly gambling responsible questions. After describing my problem and saying neither crypto or bank transfer works he said try to withdraw via bank transfer. So I told him this doesnt worked. Then he wanted screenshots of my Bank details. After that he said to withdraw via Coinspad. How ever this isnt even available for withdraw. It doesnt show up. Now he opened again a ticket.
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8 months ago
Dear Alphyaa, you managed to withdraw via crypto before, however, it is not available for you now, or you made a request and it was canceled?
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8 months ago
Hello Natalia.
I made a deposit via Crypto as I said because its needed to withdraw via crypto. With the money I made the crypto deposit I won some money. Then I withdrew the balance. I tried with the 500€ but it got cancelt because of „exchange policies". The 500€ were won with a normal bank deposit.
But now I have received an email that they have changed the payment provider and I should make another withdraw with Bank transfer. We will see.
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7 months ago
Dear Alphyaa, can you please update me if you managed to request a new withdrawal via bank transfer after your last message?
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7 months ago
Hello. After they changed the payment Provider I got it really fast. Sadly they didnt offer me any Compensation for me waiting over a Month.
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7 months ago
Dear Alphyaa,
We're glad to hear that you have finally received your withdrawal. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
