Ninbet Casino - Player struggles with withdrawal due to document language issue.

Hello,

I have a long time an account at Ninbet. I updated my documents maybe a half year ago. Never had some serious winnings. Last week i tried it again and after depositing about € 400,- i had a winning standing for about € 750,-.

I'm trying to make a withdrawal for almost a week now. The withdrawal was cancelled about 10 times now. First they need a copy of the back of my bankpass (in the Netherlands bankpasses are blanco at the back). Last weekend they said that withdrawals are cancelled because the financiel department doesnt work in the weekends and because of that they cancel everything.

Well, tried it again on Monday and again the withdrawal is cancelled.

Reason: Reaction from Arthur: As i checked your withdrawal was rejected because your proof of address is not in English nor does it have a translation.

I have a lot of verified accounts but never heard this. Offcourse my phonebill or proof of adress is in my own language. He asked me to translate it by myself and upload it again.

I'm afraid the site is a scam and they don't pay out.. Hope i'm wrong.

Dear Jackmontana,

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. 

• Do I understand correctly that translating your proof of address seems to be the only obstacle standing between you and your winnings?

If you were tasked with translating it independently, without an official notary involvement, you might consider using applications to capture a screenshot and then proceed with the translation. Do you believe this approach could be effective?

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 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi petronela.

i already uploaded the documents in English and my account is totally verified.

they keep cancelling the withdrawals for similar reasons: because it s weekend, because there are too many withdrawals in the company etceteta. Every time a new thing…

regards

Still cancelling the withdrawals with no reason. People please be warned, this is absolute scam!

Thank you very much, Jackmontana, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Jackmontana,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Ninbet Casino representative to join this conversation.

Dear Ninbet Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jackmontana,

I completely understand how frustrating it must be to wait for your withdrawal for such a long time. I want to assure you that I'm doing everything I can to help resolve this issue. I am currently in contact with the affiliate and hope to receive some answers soon. 

In the meantime, I would like to ask you if there has been any update regarding your case or if you have had any relevant communication with customer support. Please know that I am here to help and support you in any way I can.

Take you for your patience,

Mirka

Dear Jackmontana,

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.

There hasn’t been any update.

Dear Jackmontana,

A casino representative confirmed, that they are unable to process bank transfers during the weekend due to the bank's limitations. They also claim you lost your balance.

• Could you please confirm, that you tried to request withdrawal again during the work week after the verification of documents has been completed?
• Could you please provide a screenshot of your player account showing the current balance?

Thank you for your cooperation,

Mirka

Hi Mirka,

I tried about 50 times on every day in the week! After 4 weeks the withdrawal was still not completed.

I think it says enough that a casino representative reacts one month later.

It’s correct that the money has left on my account now.

regards

Jack

Thank you, Jackmontana, for your reply.

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint. 

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but 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.

Kind regards,

Mirka

Casino.Guru