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

Hello,

I was wondering if you would help me, I opened an account with Ninewin, and have been playing a few months now, account is verified and I had been receiving winnings, long process but did get credited to my account. However I won a large amount and due to the restrictions of 30000 max per month I stuck to these and have tried to withdraw.

3000 was withdrawn 14/04/2024 and another 15/04/2024 and was approved and nothing more. I have a number of times used the chat and they were helpful and said be patient. Well I have waited and waited and still nothing. I have complained to the curaco gaming board who gave 7 days to respond to Ninewin, and still nothing?

I have been suspended however still have access to withdraw which I am continuing to try and do, but I have still not had a penny. Nothing, no responses,.

I and becoming rather concerned, whereas I had not until I have read all the complaints etc. I just want my winnings to be credited and that’s it.

i have all transcriptions and proof of all what is going on.

please can you help

many thanks

Dear Jero82097232,

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.

Do I understand correctly that you are currently unable to access your casino account? Could you please specify why your account was suspended?

How many pending withdrawals do you have in your casino account?

Have you accumulated your winnings with or without an active bonus? Could you kindly specify what types of games you played (slots, live casino games, sports betting)?

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

Hello, thank you for your response so quickly.

so I was suspended as soon as I questioned the first initial 2 lots of £3000 withdrawals, one at 1000pm Sunday the 14/04/2024 and the other Monday approx 10pm 15/04/2024.

I was told that on the chat after countless dismissive chats saying technical issues, then they stated after requesting to escalate and sending my bank statement to prove I have not obtained that I had withdrawn over the recommendation of the monthly 30000 limit.

I tried to explain this was incorrect and I had withdrawn 24000 with the remaining of 6000 still pending and have had no further correspondence since.

However I have access to log in and access my wallet. And have continued to withdraw £3000 daily.

i now have 15000 outstanding, 7 pending transactions and a further 32500 on the balance due to only able to withdraw 3000 per day.

2x approved of 3000 back on the 14/15 April ( not in account)

from 28/04/2024…….

2x showing paid of 1000 ( not in account)

1 x pending 1000 ( not checked)

4 x pending of 2 x 2500 and 2 x 500 not checked.

No bonus used and all Cashout ( bonus button turned to not accepted)

( all transcripts and snap shots I have of required for prof)

mainly played live casino game Monopoly big balls.

They appeared friendly at first but very dismissive when becoming anxious of no credits in my account, I have continued to express this concern and was told to wait patiently, or tech difficulties and then my fault as reached limit and now nothing at all.

Thank you for the detailed explanation. Have you received any of your withdrawals in the meantime? Please update me on the current status of your withdrawal requests.

Also, kindly forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

hi thank you for responding,

I finally heard through Curaco through a thread and Ninewin has replied with the payment being a technical problem, however the next day my money was refunded back into the gambling account, and a further 4000 refunded into my bank account.

I have since been withdrawing having some reversed into my gambling account and some in dribs and drabs daily into my account , bringing it down to now 24000 as of today.

however I have two withdrawals that state are paid in my account balancing of 2000 and have not been credited ? I have replied explaining this to Ninewin through Caracas and still waiting.

can I hold to see the outcome?

And will update with a response and any activity on the account?

Thank you

****update*****

It appears now Ninewin have changed my limits to withdraw now,being awkward without communicating this reason this being unfairly treated. 

I now can not withdraw my money of 3000 per day and 30000 per month as previously in the T&Cs.

I find this extremely unfair to the player and no reasons of justification for this action. 

Although I have been receiving some of my money, dribs and drabs,

I now have to wait due to this sudden change to withdraw my balance of just over 21000? 

I would also like to further add that the funds that Ninewin state is payed is still not paid in my account( attached and clearly not in my back statement) 

Over the last two weeks I had withdrawn 3000 per day as per limit under their terms,

 however this was all added back into my gambling account with no explanation and then they had lowered my limit! This now flagging I have used my limits???

 This is unethical and now they are holding my funds even longer. 

I feel I have now been targeted due to having wins with Ninewin and then they change T&Cs as and when they pleased to make it tougher to withdraw. 

Please can this be investigated immediately.

I am confident that this will be looked into.

Many thanks 

Sarah 

This is what my limits were before and now this…

I just want my funds paid and I am happy to not play on this site again! It is stressful,

they have paid out some money, however 2000 stating paid and isn’t and I can prove by my bank account and 1000 pending, also a further 21026 holding in my account ( attached )

these are not paid.

I asked the chat what the reasons were and this is there response

I have took my name out for privacy if published on internet 👍

Thank you very much, Jero82097232, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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 Jero82097232, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Nine Win Casino representative to join this conversation. 

Dear Nine Win Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hello, dear all!

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

However, the email address indicated in the complaint is not registered on our website. We kindly ask you to indicate the email that was registered in your account, after which we will be able to check your situation and give you an answer.

Best regards,

Ninewin team.

Dear Jero82097232, 

what email address did you use to register at this casino, please? Feel free to send it to this thread or to my email katarina.d@casino.guru.

Dear Jero82097232, 

thank you for your fast reply.

Dear Nine Win Casino,

can you check if this email address works, please?

Dear Jero82097232, 

thank you for you reply, we found and checked your account.

As we see from the system all your previous withdrawals have been approved and paid correctly. The funds can be credited within 5 banking days (excluding Saturday and Sunday). Now you can continue withdrawing money according to the daily limits.

If you have any other questions, don't hesitate to contact us.

Best regards,

NineWin Team.

Dear Nine Win Casino,

thank you for your prompt reply.

Dear Jero82097232, 

please follow the NineWin Casino instructions and keep us updated about any new development.

Thank you for your prompt reply,

Nine has not paid two payments into my account still, this is incorrect .

these are showing as paid however they are not in my account, please can these be investigated( I will have another thorough check of my bank account)

My only concern is, I can not withdraw as you have changed my withdrawal limits from 15000 pound a week to only 4000, without notice or warning.

this is unethical when I have such a large win to withdraw.

I have been given no reason for this ? And have always had this withdrawal limit from the beginning.

kind regards

Dear Jero82097232, 

Limits may change at the discretion of specialists without prior notice.

Regarding unreceived withdrawals, please contact our email support@ninewin.com and put "CasinoGuru" in the subject, attaching your bank statement from April 30th in PDF format and we will send your request to the relevant department for investigation.

Best regards,

Ninewin Team.

Thank you for your reply.

I appreciate the quick responses, and after I have thoroughly checked this months statement to make sure I am not wasting your time I will forward to that team. Or update conclusion with guru.

However regarding withdrawals it will take me four months and this month to withdraw my winnings? This I still feel is unfair to the player and still an unethical decision.

Can this at least me confirmed by Guru and yourselves if there is no way looking forward to a better plan at least meeting half way of withdrawals of a higher amount until I have withdrawn my winnings and then I am happy for a review thereafter ?

Dear Jero82097232, 

We understand your decision to withdraw all the funds immediately, but unfortunately there are limits to follow and we cannot change them.

However, if you have any difficulties or questions, you can always contact us and we will be glad to help you.

Best regards,

NineWin team.

I do not wish to withdraw the funds immediately! I am simply saying my withdrawal limits have been changed from 1500 per week to a massive drop to 4000 a week.

causing it difficult for the player to withdraw a large win! With no reasons explained and added to my account.

I went to withdraw the usual 3000 per day limit and was unable due to the sudden drop.

That is no fair to the player and questions why had Ninewin changed with no explaination and reasons for this, only that the player now has to wait a further 20 days ( at the time noticed on the account) and then another three to four months to withdraw.

I am kindly asking if this can either be considered to be re-applied like the many players using the site or meet the player half way for fairness.

Dear Jero82097232, 

thanks for all of the updates. Once you are ready to submit the bank statement, please do so. It will be very helpful determining whether the funds have arrived to you. Have you received any funds at all, please?

As per the withdrawal limit do I understand correctly, that you were able to withdraw $15 000 per week and now it is only $ 4 000 a week?

Has this change happened before you started to request withdrawals or while in the process of a withdrawal?

Looking forward to your reply.

Hi Katarina

Yes this has been in the process off withdrawals, as I was trying to take out money each day since I won, they started to pay out after two weeks of trying and then they decide to change the limit from 15000 per week to 4000.

it has always been 1500 until the big win and complaint.

Dear Jero82097232, 

thanks for your prompt reply.

Regarding your withdrawals, were you able to determine whether they actually arrived to your bank account, please?

Hello, dear Jero82097232 and Katarina!

According to our general rules, the maximum withdrawal amount per day is 2000 GBP, while per week it is 4000 GBP.

The amount may have been increased for the user for a period of time, but the limits can always change back to the basic ones at the discretion of the company.

The complaint was opened regarding the withdrawals that had been pending for a long time, since we were conducting verification. Now all the withdrawals have been approved and paid out, and the user can continue to withdraw funds within the specified limits.

If any withdrawal has not been credited, please follow the instructions given above.

We hope for your understanding.

Best regards,

Ninewin team.

Dear Ninewin

That is not at all correct! I have had this limit from day one, January and have been verified on my account for the whole time.

in was completely verified and had previous withdrawals made the whole time often over 2000.

You confirmed to curaca that this was a technical issue only to.

i have proof of this and will continue to justify my reasons of complaint.

This is targeting a winning player and should not be tolerated at all costs.

unethical and not fair to the player at all, considering how much of a battle it has been when I was within my limits of the 15000 per week and taking 3000 pound per day and then this was all declined and was funded into the gambling account.

This shows me that Ninewins excuses of technical difficulties?? The whole time I was battling with my withdrawals (within the 15000 I may add) was that they are unable to accommodate bigger wins.

These are many of the transactions showing approved or pending that went back into my ninewin account before then suddenly changing to 4000 per week.

I had 15000 pounds of pending withdrawals made ( and can be proved ) this starting with Technical difficulties and then never paid, returned to my Ninewin account and then a sudden change in what I could withdraw!

I have also raised this with Caraca as soon as this has happened, this is why I went to the licence in the first place as they were not paying out at all.

I had to then start all over again withdrawing and the loss of the original withdrawal limits.

Ninewin this is SHAMEFUL

Dear Jero82097232, 

can you please confirm whether you are receiving the funds to your bank account?

I had been. Up until now, as they have changed limits on my account making me wait until next month to withdraw.

so unsure until then .

Dear Jero82097232,

thanks for your reply.

I understand it might be quite frustrating to have your maximum withdrawal limits decreased, but casino is acting according to their Terms and Conditions. And since you agreed to those terms when registering, there is really nothing that can be done.

I will now set the timer to 14 days, please let us know when you receive your next payment.

Ok thank you, in 11 days time I will try and withdraw and keep you posted.

many thanks

Dear Jero82097232,

We are extending the timer by 7 days.

Can you please confirm whether you have received your funds, please?

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.

Hello Katrina,

I have now started receiving, however am waiting on the response for the missing payments

these still have not arrived in my account and have sent bank statements for evidence.

i have had so many transactions I just hope they investigate this throughly and will receive those owed to me.

If those last transactions are made then I am happy once all funds have been credited to close this case. Just awaiting a response.

many thanks

Dear Jero82097232,

As we previously informed you, there were technical issues on the provider's side and payments had to be credited with a delay. If you have not received them, please contact us by email with an updated bank statement.

Thank you.

Best regards,

Ninewin team.

Dear Jero82097232,

thanks for the update.

Dear Ninewin,

will you be able to verify whether the payments in questions were processed, please?

Dear Katarina,

Withdrawals of April 30 were successfully paid from our side. Since there were technical issues on the provider's side, payments had to be credited with a delay.

We ask the player to double-check all the information and if these payments have not been credited, contact us with an updated bank statement.

Best regards,

Ninewin team.

I have done this, I am just waiting for the bank to send me more detailed payments in and out my account. To re-send and check.

is the email for ninewin the one previously mentioned in earlier posts?

many thanks

Dear Jero82097232,

Please contact us by email support@ninewin.com and put "CasinoGuru" in the subject.

Best regards,

Ninewin Team.

Bank statements have been sent, as requested to the email provided.

many thanks

Dear Jero82097232,

thank you for the update. Let's now wait for the casino to review them.

Dear Jero82097232,

Could you please clarify once again from what date you did not receive the withdrawals? Thank you.

Best regards,

Ninewin Team.

The 30/04/2024 there was 3 withdrawals made of 1000 pound each. One of the withdrawals were made and was recieved in my account however the other 2 x 1000 has never shown and on the ninewin website state paid.

Just an up date Katarina

Ninewin have been updated and I have been emailed a ticket.

so just waiting for a response.

Dear Jero82097232,

thanks for the update.

Dear Ninewin Casino,

were you able to verify what happened with the withdrawals, please?

Hello, Katarina!

We have received an update from our payment department and have concluded that the withdrawal the user is reporting was successfully paid on May 7th, the remaining two were paid on May 1st. We will send more detailed information to the user by mail, if possible.

Best regards,

NineWin team.

Thank you Ninewin Casino for your response.

Dear Jero82097232,

can you please confirm whether you have received your funds?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have asked for proof of payment,

they emailed me saying that I should have asked under 30 days ago.

in which I did and sent them a bank statement at the time, I had no response.

i am not satisfied as I know the money was not credited in my account on the dates mentioned!

Dear Jero82097232,

Unfortunately, you contacted us a month after you made a withdrawal, which you claim was not credited.

However, we contacted the payment department, who confirmed that the funds were successfully sent to your bank account. Two payments were credited on May 1, and the third, due to a delay, was credited on May 7. Please review your bank account statement to ensure credit has been received.

Best regards,

Ninewin Team.

Thank you Ninewin Casino for your response.

Dear Jero82097232,

can you please doublecheck your bank statements from the days mentioned in the casino message?

Dear Jero82097232,

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, it looks like ninewin don’t want to send me proof of those 2 payments and state I should check my account.i am currently speaking to my bank at the moment to confirm every single payment from ninewin. To see if it is short! As at the time I had many payments from them, and could have been missed.

once I have confirmation I will update on here.

many thanks

Dear Jero82097232,

thanks for the update. Please let us know once you have any new information.

Dear Jero82097232,

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.

Dear all,

Unfortunately, we’re forced to reject this case because Jero82097232 has stopped responding to our messages and questions. Without Jero82097232 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.