Nine Win Casino - Player's account has been closed and his withdrawal has been delayed.

I deposited £20 with nine win. In the end I withdrew £270. It bounced back into my nine win account so I sent bank statements which they asked for. They said the payment had now been accepted and would be in my bank within 5 working days. It’s been over that and my account has been disabled. They said I asked for closure of my account which I did not. They reply to emails however I’m still not getting told when I will receive this money they just keep telling me to wait and close my account!

Dear Tegan29,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you passed the full KYC verification?

Has your withdrawal request been successfully processed?

When exactly was your casino account closed? Could you please send me your entire conversation with customer support (emails, chat transcripts) that could be relevant to the investigation of your case? My email address is veronika.l@casino.guru.

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

Best regards

Veronika

I can now access my account again which is great…. However I’m still waiting on the withdrawal going in my bank.

this was said to me this morning.

I have emailed you.



What’s happening please?? I have more screenshots and stuff but not getting any response.. thanks

So on August 2 at 3:59 pm, you received a message that your withdrawal request was cancelled.

However, on the same day at 8:02 pm, you received another message, that your withdrawal request was successfully processed. Could you please send me the screenshot of your transaction history in your casino profile? What is the current status of your withdrawal request?

I have now been told it will be going back into my casino account.



they just lie…. The £270 has just vanished. I don’t wa t it back in my casino account I want it in my bank. This is robbery.

Thank you very much, Tegan29, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Tegan29,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Nine Win Casino representative to join this conversation and participate in resolving this complaint.

Dear Nine Win Casino,

Could you comment on this?

Thank you in advance for providing the information.

Hello, dear all!

Thank you, Tegan29, for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.

Indeed, several of your withdrawals were declined, we are very sorry, but fortunately the problem was fixed and as we can see the last withdrawal made on August 9th was successfully paid. The funds should be credited within 5 business days.

As for your account, we are pleased to inform you that your case has been reviewed again and the account has been reopened.

If you have any other question or difficulty, don't hesitate to contact us.

Best regards,

Ninewin Team.

Dear Nine Win Casino,

Thank you for your response and the information provided.

Hello Tegan29,

Could you let me know once you receive all the payments?

I'll be awaiting your reply.

Dear Tegan29,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.