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

Hi, several times I have waited the working 5 days I have been asked to wait but it keeps being returned to account. Its like a constant loop.

They initially said my bank rejected it but that was not the case, then they said the payment provider had a technical error.

Whilst they respond to emails and messages there is never a resolve.

Another withdrawal that was done at the same time went through over 2 weeks ago. Its becoming very frustrating as now yet again on day 3 and know come Friday it will be rejected again. They asked for bank statement, which I provided but still no resolve. Would really appreciate help.

Kind regards Patricia L***

Dear Trishie99,

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 at least one withdrawal was successfully processed?
• 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 Kristina,

Thanks for your quick response.

Yes I have had one withdrawal complete.

Yes I have it confirmed that I am verified. They also said the withdrawal option would not appear unless I was verified.

There was no active bonus.

Kind regards Patricia

Thank you for your reply, Trishie99. 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.

Also, have you tried contacting the casino regarding this issue? 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.

Hi Kristina,

I have emailed you with hopefully everything you need.

Thanks for your help.

Patricia

Thank you very much, Trishie99, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Thank you Kristina. There has been no change to the status and they are requesting bank statements again to prove I've not received it despite it specifically saying since the 18th that it will be processed next banking day.

Dear Trishie99,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Nine Win Casino representative to join this conversation.

Dear Nine Win Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Thank you. Hopefully can be resolved soon.

Patricia

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.

Hello, dear all!

Thank you, Trishie99, for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.

By reviewing your transactions, we have concluded that all recent withdrawals have been approved and paid. The funds should have arrived in your bank account within 5 business days. If any of your withdrawals have not been credited, please let us know so we can begin our investigation.

Thank you in advance.

Best regards,

Ninewin team.

As you can see from these screen shots this payment is showing as still being processed from the 18th of July and clearly states that it will be processed the next banking day which has never changed so obviously not been paid.

Kind regards

Dear Trishie99,

we are sincerely sorry that you did not receive your payment. We always try to help our customers and do everything possible for this. We are sure that we will find a solution for your case.

To begin an investigation, please contact us at support@ninewin.com and put "CasinoGuru" in the subject, attaching a bank statement from July 18 to today in PDF format. Thank you in advance.

Best regards,

Ninewin Team.

I have been emailing ninewin for several weeks with no resolve, the last time I sent a bank statement the money returned to my casino account a few hours later.

The screen shots show it is not paid as the processing stage would be gone as it is on the withdrawal that did go through.

Kind regards

As you can see from the screenshots attached the one that did work says withdrawal request accepted whilst the other is still saying will be processed on next banking day. These withdrawals were both done within 24 hours of each other but the 2nd one was returned to account and now been waiting to be processed for weeks.

Kind regards

Dear Trishie99,

As we see, you did not contact us regarding your withdrawal made on July 18. In order to trace the payment and provide you with a solution, you need to reach out to us with your bank statement, confirming that the funds have not been credited.

We hope for your understanding.

Best regards,

Ninewin Team.

I have sent all the emails exchanged during this time to Kristina at Casino guru so can evidence that we have communicated about this withdrawal.

Its clear from the respective screen shots that it hasn't been received by myself as it would be showing the same status as the successful withdrawal. When it was first in process sending my bank statement only resulted in the funds being returned to my casino account and after trying the withdrawal again it has sat with the notification for several weeks saying it will be processed next banking day. Can you check with your payment provider please as like I said there would no longer be a status if the withdrawal had been received by myself.

Kind regards

Dear Trishie99,

We fully understand the problem you are facing, and we sincerely want to assist you in finding a solution to it, however, according to our rules, we cannot start an investigation into your case without the document provided. The withdrawal status in your account is "Paid" and it does not indicate whether the funds have reached your bank account or not.

Indeed, you have already contacted our support regarding this withdrawal, but you refused to provide a bank statement that confirms the lack of payment, which was the reason for not starting an investigation. Thus, we can conclude that the verification of the withdrawal you are talking about can only be done after we are sure that the payment was not received by you.

We hope for your understanding and cooperation.

Best regards,

Ninewin Team.

I refused to provide it as when I previously did all that happened was it was returned to my casino account to start the process all over again, this time for an even longer period of time. The original attempt to withdraw this was from the 29th of June for 2000 and has been cancelled on your end several times since then as well as the limit being reduced to 1000 a day hence why it was done in 2 transactions.

It is clear from the 2 screenshots that I sent that the 2nd one still hasn't been processed.

I feel its up to your payment provider to provide evidence to prove its been paid as I know it hasn't been and as I've said on several occasions if it had been why is the status different to the one that has been paid? It clearly states it will be processed the next banking day several weeks on.

Its frustrating that what seems very clear to me has me being sent in circles with no resolve.

Kind regards

Dear Trishie99,

I have checked the screenshots you sent to Kristina, but I didn't see any bank statement sent from your side.

As casino mentioned, your bank statement is needed for further investigation. That is why you need to cooperate with providing required documents to be able to move further. Please submit the required bank statement in PDF from the date casino requested, and forward the mail to miroslava.d@casino.guru to be able to continue investigation.

Thank you for your cooperation.

Bank statement has been sent and I've forwarded a copy of the email to yourselves. I remain hopeful this can be resolved but can't help but feel the loop is just about to restart.

Kind regards

Dear Trishie99,

Thank you for your response. In your e-mail you provided the bank statement in screenshots, with some information covered. Casinos usually need unedited originals of documents in PDF submitted. Have you also provided the casino with documents in better format, than you sent me?

Ho Mirka,

They accepted it in that format when they previously requested it. However this time they have come back and asked for a single pdf document which I am unable to do as my online bank just gives option to copy one page at a time. It clearly shows all incoming funds and none for the 1000 im withdrawing from ninewin.

Kind regards

Didn't trust would actually work so withdrawal for 500 then decided to just have fun with it. The 500 actually worked 🤣🙂.

Thank you for your assistance 😊

Dear Trishie99,

Do I understand it correctly, that you received 500 £, and are still waiting for second withdrawal of 500 £ ?

Dear Trishie99,

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.