NineWin Casino - Player’s withdrawal has been delayed.

Hi I wanted to ask a question about withdrawing from Ninewin casino. I recently won almost £21000 but then had a terrible experience trying to withdrawal. I was only able to use a payment system called seba that would only allow me a maximum withdrawal amount of £800 and after many attempts and the payment being delayed for approval to then be cancelled I became more and more frustrated. I didn start to get some payments approved after the looking into my account but still only had the option of seba or crypto, even tho I deposited the through Apple Pay and bank transfer. They continuously told me they were trying to find a solution, but the solution never happened. I unfortunately and stupidly ended up spending almost £17000 by gambling it as it was still available in my account, but I have this angry feeling that this is a ploy purposely by the online casino for me to spend the money while the withdrawal is delayed. Is this something I can raise a complaint about or have a case to try and retrieve some of my money back i stupidly gambled ?

Stephen

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.

Dear stephensmyth67,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Nine Win Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Is there any balance left in your player's account, please?
• Could you please provide the date of your last withdrawal request and the total number of days until the funds were deposited into your bank account?
• Have you accumulated those winnings with the help of bonus, please?

Regarding the losses incurred during gameplay, we regret to inform you that we are unable to retrieve these funds. Players are responsible for their account, active balance, and all wagers placed. We understand your frustration and acknowledge that the inability to withdraw funds on your initial attempt may have contributed to this situation. However, we are unable to request a refund from the casino for lost winnings.

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,

Katarina

Dear stephensmyth67,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru