Nine Win Casino - Player's withdrawal and account access issues.

Hi on the 13th of may I withdrew 2 ammounts for 100 pound one went in my account straight away and the other one hasn’t gone in I have sent bank statements in and just keep getting told that the relevant team is dealing with it , every time I speak to someone on live chat they say something different they have also now suspended my account saying that I’m prohibited from playing in my country I have made a lot of deposits with this company .

Dear Jemz18,

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. 

• Do I understand correctly that you requested both withdrawals via the same payment method?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hi yes it was to same payment method I passed all the verification checks , I didn’t use a bonus

All they keep telling me is that they have escalated it to the payments team and to be patient and wait a little longer

Thank you for your reply, Jemz18. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

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 in advance.

They have sent the payment to an account that isn’t even mine ,it’s gone to an account with a company called revolut they are saying I entered those details which I didn’t I have one bank account and that is with NatWest they have blocked me on the site and keep saying it’s my fault 😡

I thought that a casino company had to send withdrawals to the same account that deposits were made from ?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Dear Jemz18,

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.