The player from Germany faced issues with a withdrawal that she had initiated, as the funds were sent to an incorrect account number that she did not provide. The casino demanded bank statements that she was unable to supply, complicating her attempt to retrieve her winnings. The issue was resolved after she marked the complaint as resolved, indicating that a satisfactory solution had been reached. We confirmed the resolution in our system and encouraged her to reach out for any future issues.
NineCasino - Player's withdrawal is delayed due to incorrect account details.
Resolved
Our verdict
Case closed
Amount: €500
NineCasino
Safety Index:Very highCase summary
Discussion
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1 month 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 month 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 month 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
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear javcikolu,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
