The player from the United Kingdom had requested a withdrawal less than two weeks prior to submitting that complaint. His money hadn't been received at that point. The player reported that the withdrawal process had been reversed, indicating that the casino was not processing it. However, the issue was eventually resolved as the player received the winnings.
Nine Win Casino - Player believes that their withdrawal has been delayed.
Amount: £550
Nine Win Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
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7 months ago
Initially submitted a withdrawal of £600 on 24th and this morning 25th March it have been reversed. Contacted customer support told me it was technical error and submit again. I did so and it too was reversed. I contacted again and told same thing. And they said they escalated and would receive email in 20mins and recontact if not resolved. No email an hr later and contacted they said technical error again and to resubmit as no errors now showing on account. So submitted withdrawal of £550 and it sitting pending and looking like it will rejected too.
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7 months ago
Dear mcolgan10,
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
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7 months ago
Please close this I have eventually got it resolved by telling them I was going raise a dispute with gambling commission and they paid out straightaway
Public
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7 months ago
Dear mcolgan10,
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,
Kristina
Casino.Guru
