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

Hi

I made a withdrawal yesterday on pitbet.io, It says it can take up to 24 hours on their website. It's now over 25 hours, I spoke with one of there advisors and they said that they have a high number of withdrawals amd they will see to it shortly. But they said this to me on friday when I tried to withdraw the funds and they sent the funds back into my casino account with no explanation. Furthermore they added a bonus in my account which I didn't ask for before they put the funds back into the account so I had to wager the bonus which I successfully did last night. I believe they are leading me on. Sometimes I can get answers from the live chat but most times they say to email the support team who never get back to me.

Pitbet.io is not on your list but I know there sister site is ninewin that's why I chose to put it under that casino.

Dear omcgee7,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear omcgee7,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear omcgee7,

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.