Nine Win Casino - Player claims that payment has been delayed.

Withdrew 3 x ammounts totally £600 on 7/6/2024. All accepted by casino and put to being checking by payment provider.

This has sat like this since.

I have been told multiple excuses from agents including too many withdrawls by players over the weekend, issue with payment provider.

Now my account has been blocked under section 10.3 , they do not have to tell me why they have closed my account. Basically having the door slammed in my face.

Keep being told to wait for email after investigation.

I feel i am being stolen from and after reading all the bad reviews i am worried i wont receive my funds.

Dear Dougie9244,

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

Hi Kristina,

My account has been fully verified for 6 months and i have made multiple withdrawls.

Ninewin have now gone silent and basically refusing to answer any questions on the chat.

They have told me repeatadly it can take up to 5 days, this has now passed.

They have now blocked my account for no reason.

Ninewin customer service sent me an email stating the investigation has been carried out and funds are now back in my account.

Now when i go to withdraw i cannot as its asking me to wager 248 to withdraw.

I have already met the wagering requirements on this as its money thats already been withdrawn and returned to my account.

Even if i wanted to wager they have blocked my account and have given no response to my queries.

Thank you for your reply, Dougie9244. Did you accumulate your winnings with or without an active bonus? Could you please post a screenshot of what you see when requesting withdrawal?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Dougie9244,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.