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

Sat 4.05.24 I had winnings of £3800 I attempted a withdrawal which failed as they wanted ID verified which I did and passed. Attempted withdrawal but this time no card option in the withdrawal section. Also attempted bank transfer but kept saying ID needs verifying which in a chat they confirmed it was. In the chat they advised me the the technical department would resolve any issue immediately. 5.5.24 still no card option but it would let me do the bank transfer. By this time my balance dwindled to £2020 which is where I’m at. The transfer said it would be in the bank in 1 day and 9 hours. I get an email this morning 7.5.24 that the cash out request was cancelled for no reason. Back on the chat in the morning and on the afternoon. Both times saying they have escalated my complaint and it would be seen too and I would get an email to inform me of the progress. I have never experienced anything like this before. I made a £650 withdrawal last week with no problems. This has ‘delay the withdrawal as much as possible so he blows it all’ written all over it.

I'm so hoping you can help me with this.

regards

GC

Dear Popsie,

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 Popsie,

Have you received your withdrawal from the casino yet?

Dear Popsie,

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.