Nine Win Casino - Player’s withdrawal has been delayed.

I signed up to nine win casino and won 180 pound which I have been unable to withdraw I became frustrated and decided to just play the 180 as they would not authorise any withdrawal I then won more money totalling £ 897.02 but the company is making it impossible to withdraw my winnings they keep asking for more documents for verification and when I sent them they just decline them and say that they don’t have the correct details on them even though it has the information that they previously requested for verification and ask for others. They keep cancelling my withdrawal requests and will not verify my account I have read many reviews online saying they are a scam. When I speak to any customer care agents they are clueless and use generic responses and talk about a specialist team dealing with it but can’t tell you what department they’re just say you have to wait or have to verify your documents but nothing happens and no withdrawal is possible. This company allows you to deposit but will not let anyone withdraw any winnings they are always pending. I have also made a complaint to the people that have provided this company with a license I have attached a screen shot of the complaint to this but have also read online they do not reply to peoples complaints. Please can you support me to get the winnings I am owed as currently I feel victim to a scam the same as 100 s of other people online

Dear Danielle30,

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

Dear Danielle30,

Have you received your withdrawal from the casino yet?

No I have not received any winnings and they have now blocked my account stating they do not except players from my country but they were fine to take my money when depositing so I would really like some support to get the money that I won.

My account was fully verified and at first they told me they had not approved my withdrawal because I had not included my bank name on the withdrawal page even though it did not have a section for this I screen shot this and sent it to them via live chat and then they blocked my account.

Thank you very much for your reply, Danielle30. Could you 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.

Dear Danielle30,

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.

Thank you very much, Danielle30, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Danielle30 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Nine Win Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Dear all,

Thank you for your contact.

We have been awaiting the user's response since April 13. A new email has been sent to the user for your convenience We have also forwarded more information to your email Peter, kindly check.

Best regards,

NineWin

I have not received any correspondence for nine wins casino since they suspended my account please can they advise what is the hold up paying the winnings as they have my bank details and my account was fully verified so there is no reason not to pay my winnings.

Can nine wins tell me what they have been awaiting a response from me for ? As I am unable to contact them as they have blocked my account.

They are now asking for all these details of my bank is that normal to need every single detail from someone’s bank account to send money to them? This does not seem right why would they not just pay the winnings to the same card that I deposited on.

Dear Danielle30, I understand your frustration but during situations like these making sure the casino has all the required information is very important, the casino has to make sure that the money is sent to the rightful owner. None of the licensed casinos take this verification lightly, that's why all the bank information is needed. Thank you in advance for your cooperation!

Yes I understand that Peter but have you looked at the information that they are requesting from me with all that info they would have full access to my bank account why would you need all of that in order to send your winnings if you look at the withdrawal page on there website which I included in my previous screenshots they only ask you for your sort code and account number and account name in order to send your money so why now are they asking for all of my bank information on that email can you assure me that my account is safe if I send all of that information to them and money won’t be taken from my account ?

Also Peter if they have an intention of paying my winnings then why have they suspended my account for no reason also.

Dear Danielle30, the casino can choose not to continue to offer customer their services and close their account and we find this reasonable if they offer to pay out all of the funds in the account at the time as they are doing. If you do not provide the information for the withdrawal I'm afraid I won't be able to assist you further in this matter. I advise you to send the casino the requested information if you want to have your winnings paid out. Otherwise I will be forced to reject your complaint due to noncooperation from your side. Thank you for your understanding!

Dear Danielle30,

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.