Nine Win Casino - Player faces delayed refund from casino.

I put a complaint in with nine win casino in an email, they said they were investigating the matter, I had an email 2 days to ago to say they will issue a full refund of the amount £2215, they asked for proof of debit card that I deposited with I've sent everything they've asked for and now they won't even reply to any emails I've sent regarding when the refund will be processed.

Dear Lauraberry94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify why you requested a refund?
• Did you request a refund of deposits that were lost/played?

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 very much in advance for your reply.

Best regards,

Kristina

Dear Lauraberry94,

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.