Nine Win Casino - Player experiences verification issues during withdrawal process.

Hi, I am trying to withdraw £250 from my account, I have no active bonus, after entering my account number and sort code I am asked to do a verification which I am happy to do, but the screen never appears I will attach a photo, extremely frustrating as it just stays as a blank white box please hep, thank you

Dear Ed.Benham,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nine Win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• When have you registered an account in the casino?
• Have you contacted support regarding the issue? With what result?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas, to answer your questions,

• I registered the account on the 21st Of May 2024
• I have contacted support through the casino and have been told to wait for an email from the technical department
• I have emailed you a transcript of the chat I had with support through the casino

Thank you

Thank you very much, Ed.Benham, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Ed.Benham, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Nine Win Casino representative to join this conversation. 

Dear Nine Win Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello, dear all!

Thank you for bringing this issue to our attention. We are sorry to hear that you have encountered this problem. We have experienced some technical difficulties, but our specialists have already fixed the issue.

As we can see, you have successfully completed the verification process and withdrew your winnings.

We appreciate your patience and understanding during this time.

Please let us know if there is anything else we can do to assist you.

Best regards,

Ninewin Team.

Thank you NineWin Casino for your reply.

Dear Ed.Benham,

can you please confirm whether you have received your winnings, please?

Dear Ed.Benham,

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.

Dear all,

Unfortunately, we’re forced to reject this case because Ed.Benham has stopped responding to our messages and questions. Without Ed.Benham cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.