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Tried on multiple occasions to withdraw winnings of £3000. They have made several excuses just the same as many other customers. They keep either cancelling my withdrawal or reversing it. I have a large email chain with promises it is sorted but tonight again my playing account has had the £3000 I am trying to withdraw reversed back in to it. My account is fully verified and all my details are correct. Can you help please

Dear Rockycam35,

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

Everything is verified and they keep saying the payment is processed but then it gets cancelled.

I have about 50 screenshots of all the attempted withdrawals and their reversals !!

I should have said that they have also suspended my account !!

One of the many lying emails from them

Dear Rockycam35,

Have you received your withdrawal from the casino yet?

Hi there, I have received one withdrawal of £1000 but am still waiting on the other £2000 which does not appear forthcoming. I have waited another 5 Banking days and no funds have come through. They use excuse after excuse !! Please help

They are now asking for a copy of my bank statement to prove that I have been paid ! I am not sharing this private, sensitive and personal information with such a company !! It is surely for them to prove they have paid me rather than me to prove I have been paid !! This is really bad customer service from Ninewin who are just profiteering from not paying out wins. This is Fraudulent

still not been paid, can you help at all ?

Thank you for your reply, Rockycam35. Please allow me to ask you a few questions, so I can understand the whole situation completely:

• When did you receive the first payment?
• Did you accumulate your winnings with or without an active bonus?
• Could you advise if your account is still blocked? If yes, did the casino provide any explanation?

Hi Kristina, I got my first withdraw paid into my account on 29th April of £1000. The other withdrawals of which I have tried various permutations of the £2000 have still not been paid and for the last 3 days have been cancelled twice a day. Support is useless and the whole thing is really stressing me.

my winnings were accumulated without an active bonus.

I attach the email from them regarding my account suspension.

thank you so much for looking at this and I really hope you can help me.

Thank you very much, Rockycam35, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

I have had my withdrawals cancelled again for the last 2 days. They cancel every 12 hours

Hello, Rockycam35,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, thank you for your email and screenshots - I was waiting for anyone to reply. Have you already received any response or further explanation from the casino regarding other withdrawals?

Let's ask the casino representative to clarify the issue.

Dear Nine Win Casino team,

Could you please explain the player's situation in more detail? Since he confirmed that the first £1,000 was successfully withdrawn, and it seems like the remaining winnings (£2,000) are still in his account, what should he do to withdraw them? Can you provide him with instructions on how to proceed to withdraw the rest?

Hello, dear all!

Dear Rockycam35, thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.

Unfortunately, there were some issues with the payment method you used, but we have now fixed them.

As we see in the transaction history, you withdrew your funds on April 25th and also on May 16th. Your payments have been approved and paid out successfully.

If you have any other question, don't hesitate to contact us.

Best regards,

NineWin team.

Thank you for the explanation, NineWin team.

Dear Rockycam35,

Can you please provide us with an update? Have you already successfully withdrawn the remaining £2,000? Can you confirm the above-stated?

Has your issue been resolved, so I can consider the case closed, or is there anything else I could help you with?

I am still waiting for the £2000 to be paid into my account !!

Dear Rockycam35,

Your last two withdrawals must be credited within 5 business days. Thursday is the fifth day. If funds have not arrived within this time, please contact us again attaching your bank statement from May 16th.

We hope for your understanding.

Best regards,

Ninewin Team.

Thank you both for your replies and updates.

Dear Rockycam35,

I am setting up the timer until Friday for you, with one more extra day.

Please let us know once the funds are credited to your payment method, or inform us about an update if it does not happen by Friday evening.

I sincerely believe now it is only a matter of time until the payment(s) reach you.

We are looking forward to hearing good news from you.

Unsurprisingly at the close of the banking day my £2000 has still NOT been paid. What do I have to do to get Ninewin to pay me what they owe me. Please help, I am getting very stressed about this !!

Dear Rockycam35,

I set up the timer until Friday and I will do it now again. Please let us know about an update tomorrow afternoon.

If the funds do not reach your payment method tomorrow, I will ask the casino to double-check it.

I have been trying to withdraw since the 7th April, is this the way Ninewin do business ?? This is very bad business behaviour, don’t you agree ? They have not even given a valid reason !

Hi there, still NO payment from Ninewin. I have sent them a PDF of my bank statement as they requested. No response and no payment into my account. I really hope you can help me.

Thank you for the update and email, Rockycam35. I am sorry to hear about another delay.

Let's ask the casino what is happening.

Dear Nine Win Casino team,

Can you please check the player's email with his bank statement, and provide us with an update regarding his pending withdrawal(s)?

Is it only a common delay on the payment provider/processor side, or is there any issue?

Hello!

We are very sorry to hear that you have not received your withdrawal. However, as we can see, you have already received new instructions by email and have made a new withdrawal attempt. Your cashouts have been approved and processed on our end, and they are now being processed by the payment provider. We kindly ask that you wait for the funds to be credited to your bank account.

If you have any other question, don't hesitate to contact us.

Best regards,

Ninewin team.

This happens on a weekly basis, you say wait 5 banking days and Nothing gets paid. I have been trying for nearly 2 months…..These excuses are just nod good enough and very feeble with no proper explanation

Thank you both for your replies and updates.

Dear Rockycam35,

Based on your emails, it looks like either you submitted the withdrawals with incorrect payment method details or, if you are sure that you filled out the correct details, someone from the casino could make a mistake while processing them. However, since there are new withdrawal requests, I am extending the timer and will wait again for your update.

If you have not done that yet, please take screenshots with all the details you filled out upon requesting the new withdrawals. In case the same issue repeats, and you are asked to request new withdrawals again, I recommend you do the same, to have proof that everything was filled out correctly on your side.

Let's wait if your withdrawals are completely and successfully processed this time.

Feel free to let me know once there is any progress - received payments or change of the withdrawals' status if they are not processed until the timer expires.

Thank you for your patience and understanding. I know you have been waiting a long, but there is likely no other option for how we could proceed than to wait.

At last , I have received the money owed to me. It’s taken nearly two months but at least I have it now. Thanks for your help

What great news, Rockycam35!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Nine Win Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru