The player from Germany is facing issues with a withdrawal that she initiated, as the funds were sent to an incorrect account number that she did not provide. The casino demands bank statements that she is unable to supply, complicating her attempt to retrieve her winnings.
NineCasino - Player's withdrawal is delayed due to incorrect account details.
Opened
Current status
Waiting for Casino Guru to reply
6d 22h 35m 11s
NineCasino
Safety Index:Very highCase summary
Discussion
Public
Public
20 hours ago
Translation
I made a withdrawal on Sunday. It hasn't arrived. Today I asked for the account number the money was transferred to. They said it was transferred to a different account. They claim I provided the account number myself, which isn't true. According to the new guidelines, the account number must match the name on the account. The money was sent to another account, but it hasn't arrived there either because the name is incorrect. Now they're demanding bank statements from the checking account, which I can't provide.
Automatic translation:
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1 hour 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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1 hour ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NineCasino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do you have knowledge of the bank account that was used and who it belongs to?
- Could you please describe in detail how the information about the bank account that is supposed to be used for payout is shared with the casino?
- Have you completed account verification? Have you provided any documents verifying the payment method you intended to use?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
