Ninbet Casino - Player's repeated withdrawal requests keep getting cancelled.

Good evening, and happy New Year to you. I have a withdrawal issue with this specific casino. I have played with a special sport deposit bonus (photo attached), and after I completed the rollover I requested a withdrawal. Despite having my withdrawal cancelled 3/4 times and all the communications I had via live chat, they initially told me they had many withdrawal requests and the system was rejecting them asking me to retry. In the end, they asked me to send them a banking document in English, as I had only sent it in my country's language. I paid 50 euros and issued an official bank document in English, sent it, waited the 72 hours that they require for checks, and requested a withdrawal again. They have rejected my request three times again and now they are not even responding to me on live chat to explain why it's being rejected (photo attached). I understand that they are trying to steal my money in their own way, that is, by continuously cancelling the withdrawals, making me play and lose or just give up. As I can see, there are also other similar incidents at this casino. The bonus in the photo has a different date, but it’s of the same type that they send me daily via email.

Dear blaugrana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Thanks for the response. The verification was done about 50 days ago. I didn't have any problem with it. The first time I requested a withdrawal shortly before Christmas, around December 15, using the bank transfer method. After some rejections, they asked me via live chat for the bank document that I had sent them in Greek to send it in English as well. After I got it from the bank by paying 50 euros I sent it by email. (Photo). I let 72 hours pass for the check to be completed and then I requested a withdrawal, starting yesterday morning 3 times. After rejecting the first one via live chat, they told me to do it again and they will complete it. After this rejection too, when I enter the live chat, they do not answer my question about why it was rejected (photo). However, I made a withdrawal request again. From what I see in the casino review, they have done it to others like (jack Montana) and they say exactly the same to me. Send us a bank statement in English and for cancellations of withdrawals, it's the weekend, there are many withdrawals in a row and the system automatically cancels it.... Sure enough, now after the letter I sent in English, they don't respond to the live chat (photo) because they cancel them. They seem like frauds. It's good that people learn about them and don't play. They also have a sister casino, winsmania, where I also have profits and I'm preparing to withdraw them. Please, if you can do something. Thank you and happy new year.

Good morning. after about 20 days of failed withdrawal attempts today they emailed me that I haven't completed the bonus rollover and 30 days have passed. They didn't tell me in the first 2-3 days of the failed withdrawals that I haven't completed my bonus rollover but until today they gave me other excuses like the ones I say in the above post. because these bonuses are special they don't have a rollover table in my account on the site and I was informed by them by email. in the last one I sent about 20 days ago they told me about a rollover percentage in 91% and then I kept a record of 9%.and I rolled over much more than 9%.however 20 days from live chat for the failed withdrawal attempts they never told me that they are being canceled because I haven't completed the bonus rollover.now my they left my deposit balance if I have and with this withdrawal problem I will make a new complain. please close this is their own fault because for 20 days they did not tell me this reason they told me today about the cancellation of my withdrawals. scammers.

Hi blaugrana,

Please refrain from filing a new complaint; we will continue with the existing one.

• Could you kindly provide a screenshot of your bonus history?
• Additionally, is there a section within your casino account where the progress of bonus wagering can be observed?

Thank you.

Good Evening. No there is no screenshot nor could I watch it because it was special offers they send by email. They update by email when

I made a request and they responded after 4-5. Please close the complaint. I explain in the review I do in the casino that they are scammers. Either way, they don't respond to you from cases I see with other players. Thanks a lot and good luck again.

Hi blaugrana,

I'm sorry but do I understand correctly that you wish to have this complaint closed? Was there any progress made at all?

Good evening. No progress. Please close.

We’ve closed this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.