Nine Win Casino - Player’s winnings haven’t been received yet.

Attempted to make a withdrawal on the 27th which was cancelled. Again on the 28th when they emailed me to inform me that the site wasn't accessible in the UK, however they would honour the withdrawal of my balance. I'm not sure when the site became non-UK.

They then requested full verification which was given and confirmed. My withdrawal sat on processing for 10 days before it was cancelled on their side. I can still access my account however I can not make any withdrawals or do anything really.

Now they took my details in live chat and claimed they would complete the withdrawal manually. Nothing happened and live chat now claims they are unable to communicate with the payments team?

So now it seems my account is blocked with no method of withdrawal, and their team won't really help me.

Dear stuidh,

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

I am no longer even able to attempt to process my withdrawal now unfortunately. That's my main concern now

Dear stuidh,

Have you received your withdrawal from the casino yet?

Unfortunately not. It has been cancelled on their side and I can't even request a withdrawal anymore.

Honestly, this is a complete joke. My account was fully verified, but they've now told me that neither of my Bank Accounts are a suitable withdrawal method. I have had to get an MiFinity account as this is the only remaining withdrawal method, and my account has now been unverified until they can verify this account with statements etc. This is pretty impossible due to the fact that I opened it yesterday as there are ZERO other withdrawal options.

I think it's quite obvious that they are just hoping that I give up on trying to withdraw this money.

Thank you for your reply, stuidh. Have you made any successful withdrawals before? Did you accumulate your winnings with or without an active bonus?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I haven't made a successful withdrawal before. The winnings were without an active bonus (as far as I'm aware).

There's not much else to add. I'm still in a cycle of them promising ill get the money while nothing actually happens. I received an email saying the payment provider issue was fixed however this was days ago and it certainly isn't fixed on my side.

Fingers crossed as they are now processing it manually after email correspondence.

One thing I will say is that the live chat have been very responsive even if they've not always known what the solution is.

Looks like the whole situation has paused yet again, however now I simply cannot access my account

Thank you very much, stuidh, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello stuidh,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Nine Win Casino,

Could you possibly provide additional information regarding the case and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hi Michal,

Thanks for that. I've received correspondence today stating that the payout has been made and is processing with the bank, so fingers crossed!

Hello!

We really appreciate you taking the time to let us know about this issue.

We have forwarded your request for a refund to the specialists and now our financial department is trying to pay the disputed amount as soon as possible. Your inquiry is our priority and we will do our best to give you a satisfactory response as soon as possible.

We hope for your understanding and thank you for your patience.

Best regards,

Ninewin Team.

Thank you to both of you for providing updates.

Dear stuidh,

Please let us know here in the thread when you receive your money so we can mark this issue in our system as resolved. We will be waiting for your updates.

Hello, dear all!

We are pleased to inform you that the refund of the disputed amount has been successfully paid and the funds will be credited as soon as possible.

Please, let us know if you have any other question.

Best regards,

Ninewin team.

Can confirm I've received the withdrawal.

Thanks all

Dear stuidh,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Michal V, Casino.Guru