Nine Win Casino - Player believes that their withdrawal has been delayed.

I recently joined Ninewin casino. Everything went fine. I then did the necessary KYC and all got verified. I then won the odd bit here and there. They paid out in around 24 hours, sometimes sooner (considering my biggest win was up to £1000). Then I won £2000 and they keep cancelling my payment and reversing my winnings back to my account. I was told to wait 72 hours for payout, then it got cancelled again. I then tried 4 smaller withdrawals of £500 each. Also cancelled. I contacted their support chat and they were of no help saying I needed to resubmit. I did that and it got cancelled. I then had to supply photographic evidence of the front and back of my debit card, obviously crossing out the middle digits as well as the CVV number. That all got verified. I believe they're using delaying tactics to prevent having to pay out. £2000 is not a huge win, but it's significant enough to make a difference. Regardless to say I'm still awaiting payment. There's no telephone number or contact details for them, but seeing reviews of people online after their experience too, I'm not surprised I find myself in this predicament now!

Dear AJ1973,

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

They have now closed my account with the £2000 still in there and I can no longer log in. What am I supposed to do now?

After reading some of the other complaints, I see people from UK not allowed on their site. Yet they have all my verification documents and never once told me I'm from a banned country. They even paid out once or twice on the smaller wins. Last night they closed my account with £2000 of winnings in and I have no longer got access to my account. This casino is a complete scam run by Bulgarians

Thank you for your reply, AJ1973. Could you please advise which games you focused on - slots, live casino, sports betting, etc.?

Did you accumulate your winnings with or without an active bonus?

Have you received any explanation from the casino regarding the blocked account?

Dear AJ1973,

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.

Hi Kristina,

Thank you for your reply. I'm pleased to inform you that my money was eventually paid to me. It took around 2 weeks for them to pay just as I was about to give up hope.

Thanks to you and your team for this very useful site.

Dear AJ1973,

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