The player from the United Kingdom had been able to deposit and withdraw smaller amounts from the casino but then struggled to withdraw a £700 win. The player's account had been fully verified, but his withdrawal attempts kept getting cancelled. After the player had communicated with the casino through chat, the casino processed the payment. Although the player had received an email from the casino blaming him for the delay, he confirmed that his issue had eventually been resolved. We had intervened by giving the casino a two-week period to process the payment and were prepared to step in if no progress was made. The complaint was closed as 'resolved'.
Nine Win Casino - Player’s £700 withdrawal issue.
Amount: £702
Nine Win Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Had deposits go through no problem, withdrew £200 with no issues now that ive won £700 its not letting me withdraw at all keeps getting cancelled
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6 months ago
Dear howellops144738,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
- Was your account successfully verified already?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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6 months ago
Yes account has been fully verified, been trying for past 2 days to withdraw the money, says it gets processed but then cancelled during their next step and money goes back into the casino account, tried about 5 times now.
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6 months ago
I fully understand your frustration, howellops144738. However, I will set the timer for additional 7 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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6 months ago
Casino has posted payment after i managed to speak to someone through the chat, but did recieve an email 5 days later saying it was my fault.......even tho it clearly says payment not processed
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6 months ago
Thank you, howellops144738, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, howellops144738, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
