The player from Italy faced issues with multiple withdrawal requests, as two withdrawals of 500€ and one of 1000€ were returned to her casino account without explanation, while another two withdrawals of 500€ had not been credited at all. Despite providing account statements, the casino insisted she had received all funds. The issue was resolved directly with the casino after extensive communication, leading to the player confirming the resolution of her complaint. We appreciated her cooperation throughout the process.
NineCasino - Player’s withdrawals have been delayed and returned.
Resolved
Our verdict
Case closed
Amount: €1,000
NineCasino
Safety Index:Very highCase summary
Discussion
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9 months ago
Translation
I had a win and made a total of 6 withdrawals
1 withdrawal of 1000 and 1 of 500 were CORRECTLY CREDITED, I made 4 more withdrawals, the last one on GG. 27.
1 withdrawal of 1000 (returned to my casino account) I was not explained why
1 withdrawal of 500 (returned to my casino account) I was not told why
1 withdrawal of 500 NOT CREDITED
1 withdrawal of 500 NOT CREDITED.
I sent them my two account statements to verify the missing credits but they claim that I received them, but they are the first two.
They still have to credit two withdrawals of 500, one on the 22nd and one on the 27th
I would like this unpleasant situation to be resolved once and for all.
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9 months ago
Dear liviannaputignano76,
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.
- Were all of the aforementioned transactions requested to be sent to the same bank account?
- Could you please share with me your communication with the casino discussing 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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9 months ago
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Good morning, thank you very much for your reply.
Yesterday I contacted support again and without specifying the type of problem that occurred, they informed me that the remaining two 500 withdrawals will be returned to my gaming account. Yesterday only one of the two was returned to my account
...they told me that the other one will be returned to my account in these days. I am sincerely disappointed and angry because I was not given adequate reasons as to why after 15 days of communication waiting and no clarifications, my withdrawals returned to my casino account. Really absurd. I made a withdrawal today and I'll see what happens. I'll update you for further developments. Ps the transactions / withdrawals were addressed to two bank accounts. I attach a screenshot of the last communication
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9 months ago
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Good morning, I contacted support again because the last withdrawal did not reach my account. Among other things, I made a further withdrawal on GG 11 but to date no credit. They told me to wait 5 after which the report will start and it will happen again like the previous time. I also made a small withdrawal with Jeton but it was canceled. How can I get out of this situation considering that I have money on my gaming account that I would like to withdraw? But they find all the possible justifications and time to make sure that the money remains in the account. I ask if all this is legal and how I can act. Thank you.
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9 months ago
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Good evening, I have not received any feedback from you.
Thank you in advance for your cooperation.
Please give me some communication.
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8 months ago
Thanks for your patience.
- Have you previously deposited in the casino using Jeton? Have you previously successfully paid out from the casino using Jeton?
- Have you received any explanation about why your Jeton withdrawal was rejected?
- Do I understand correctly you are experiencing similar issues on a different website unrelated to this casino?
- Is the last 500€ withdrawal you requested still lost?
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8 months ago
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Good morning, Tomas and thank you very much for your reply. I have never made any deposit with Jeton, I only tried a withdrawal and as previously specified it was not accepted and the money returned to my account immediately. But there is no problem with this. The last withdrawal that they were supposed to credit to my account I did not receive even though they claim that they did return it by giving me the date and time... but it is a previous withdrawal that I was aware of and that we had also confirmed with the manager in chat. Honestly I am not interested in insisting anymore, they repeat and repeat the same things and change operator every time and every time it is starting again.
The current situation is that I have three withdrawals in the active at the moment, one of which has already passed the famous 5 working days ... and now the request for a statement of account will start again etc.. I am mortified and amazed by all this! In addition, I have other money to withdraw in the gaming account and I don't know what to do. I also realized that the withdrawal methods are changing, currently there is jetonbank, pay via bank and crypto. I made a withdrawal on GG 11 with pay via bank, the last two on the 15th and it said SEPA INSTANT which makes you think they are instant .... because in the past I withdrew winnings and they were credited to me on the same day. This whole situation seems really absurd to me, I have made countless deposits and I am entitled to the winnings I have had, that's all. I thank you in advance for our collaboration. Please 🙏 I ask for help to understand.
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8 months ago
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Good morning, the whatsapp contact reads but does not respond, in the assistance chat they tell me that there are problems with whatsapp and invite me to send emails to which they promptly do not respond. How should I get out of this situation????? Can honest people be fooled like this???
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8 months ago
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Good morning,
I need to provide some communications urgently.
Thanks also for your availability
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8 months ago
Thanks for the updates.
If there is any evidence you wish to submit, please send it to my email at [email protected]
I am looking forward to hearing from you.
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8 months ago
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Good morning, ip casino continues to send me withdrawals back to my gaming account, after 5 days they ask for the statement again, once they have verified that the amount has not been credited they insert it back into my gaming account. This story has been going on for over a month. I kindly ask you to help me. I have 5 withdrawals now in credit, two of which were made on March 15 and 5 working days have already passed and they asked me for the statement again... The next one on March 18 and two on the 19th. So far I have not been given any technical explanation or anything else as to why my withdrawals are returning to my gaming account. I am sending details to the email given. THANK YOU.
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8 months ago
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I am writing again in the hope that my communication will be read as soon as possible both here and via email as indicated and not at the end of the six days. I have received from ninecasino the umpteenth communication of cancellation of withdrawals that have for the umpteenth time returned to my Game account.
I ask and beg you to intercede with ninecasino so that we can put an end to this ugly game of non-transparency and dishonesty.
Thank you in advance
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8 months ago
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Good morning, I'm sorry for the wait, the email from you indicates it doesn't work because I get the lack of funds warning back. I honestly don't understand. Ninecasino has returned all my withdrawals to the game account claiming that the problem is due to my bank rejecting them, which is not true. I made yet another withdrawal using another account and to date the credit has not arrived. I was hoping and still hope for your help.
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8 months ago
Thank you very much, liviannaputignano76, for providing the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
When trying to submit evidence, try using an email service such as gmail, yahoo or similar, or post screenshots here.
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
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8 months ago
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Good morning, you can close the complaint, everything was resolved directly with the casino. Thank you.
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8 months ago
Dear liviannaputignano76,
We're glad to hear that your issue has been resolved. 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
