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

Hi so I have been playing this casino over 2 months now. Depoisted numerous times and each time I won I decided I’d just risk it and always lose it, this time I racked up to £1180 and tried to withdraw but it was saying I need to verify my documents. I sent them all in and then they got declined. I then gambled down to £900 today and then tried to withdraw the £900 and now it’s a waiting game for them to verify but it won’t let me verify my full name there’s no option to do that so I’m stuck really.

Dear Murphywill,

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

Thanks for the reply . Also I typed in my email for casino wrong when submitting complaint it’s murphy****@gmail.com

Dear Murphywill,

Have you received your withdrawal from the casino yet?

Dear Murphywill,

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.