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Dear aronek1988,

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

14 days and still the payment is pending approval

Dear aronek1988,

Have you received your withdrawal from the casino yet?

NO. I have not received

Thank you for your reply, aronek1988. Do I understand correctly that you made successful withdrawals in the past? Could you please advise how many days it took for the last withdrawal to be processed? Did you use the same withdrawal method?

Have you accumulated your winnings with or without an active bonus?

early money withdrawals were accepted for a maximum of 1day. the last money withdrawal was accepted within 24 hours. I use the same payment method all the time. winnings do not come from bonuses

Thank you very much, aronek1988, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  

Will anyone contact ninecasino?

Dear aronek1988,

I am sorry to hear that your withdrawals have been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite NineCasino representative to join this conversation and participate in the resolution of this complaint.

Dear NineCasino, could you please state the reason why the player's withdrawals have not yet been paid out and when can he expect the payment?

Thank you in advance for providing the information.

Kind regards,

Dominika

Casino.Guru

Dear aronek1988,

Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you’ve experienced.

After examining your gaming account, we inform you that you canceled the withdrawals made in January and the first days of February, but the last 2 ones (made on February 17th and 18th) are still pending.

Rest assured, the competent department is checking your case in order to give you a solution as soon as possible.

We understand the importance of your issue and appreciate your patience.

Best regards,

NineCasino Team.

I canceled the payments from January 30 and February 1 because I had been waiting for the approval of the payments for 18 days and the VIP manager on WhatsApp recommended that I cancel the payments and order new payments again. and I'm still waiting for the payment to be approved

Thank you. finally the payments were accepted. I consider the topic closed

Dear aronek1988, could you please confirm once you have received the payments?

I confirm. I received it today

Dear aronek1988,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

Casino.Guru