Nine Win Casino - Player's withdrawal is delayed and account is suspended.

Hello, my account is fully verified, but they dont pay my withdraw since october 28 and they dont react to my emails just very rarely with automated messeages about they need more time (the last email was 3 days ago and still no answer)

Plus my account is suspended for some reason and I cant contact with the live chat so they can ignore me even more

Dear Drakkor,

Thank you very much for submitting this complaint. I'm sorry to hear about the issues you're facing. To better understand your situation, may I ask a few questions?

• Could you please specify what types of games you played? Were they slots, live casino games, or sports bets?
• Did you accumulate your winnings with or without a bonus?
• Have you received any information from the casino regarding the reason for your account suspension? Is it considered a temporary or permanent suspension?
• Additionally, have you successfully withdrawn any funds from this casino in the past?

Lastly, I’d like to remind you that we typically recommend allowing up to 14 days for withdrawals to process. It’s not unusual for the withdrawal process to take several days or even weeks due to factors like pending KYC verification, a high volume of withdrawal requests, gameplay investigations, or other possible reasons.

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

I played everything

Some of it, but not much

No, they did not gave me any reason why they did that

And yes, multiple times i was able to withdraw

you see my withdraw was in october 28 and since then i rarely got any answer in email about i need to wait more...

Thank you very much, Drakkor, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Drakkor 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 why is the player's account suspended.

Thank you!

Der all

Thank you for bringing this matter to our attention. We sincerely appreciate your patience as we work to address it.

Please rest assured that your case is currently being reviewed with the utmost priority by our dedicated team. We are committed to resolving this matter in a way that is fair and satisfactory for both parties.

We will keep you updated on the progress and share any developments as soon as possible. Should you have any additional questions or concerns in the meantime, please don’t hesitate to reach out.

Best Regards,

NineWin Team

Hello!

We appreciate your continued patience and understanding as we work to address this matter. Please know that our team is actively investigating the situation, taking into account all the details and documentation provided.

While we understand the frustration caused by the delay, we want to assure you that resolving this issue remains a priority for us. We are committed to finding a fair solution that satisfies both parties involved.

We will provide you with an update as soon as we have further information. Thank you for your cooperation and for bringing this matter to our attention.

Best Regards,

Nine Win Casino

Hello!

Thank you for your continued patience regarding this matter. Please be assured that our team is diligently working on your case, and we are committed to finding a fair and transparent resolution.

We deeply regret the delay and understand how frustrating this may be. However, thorough investigations can take time to ensure that every aspect is reviewed properly.

We will keep you updated as soon as there is any progress. Should you have any additional questions or require further clarification, please feel free to reach out.

Best Regards,

Nine Win Casino

I would understand it can take some time, but its been a month and you still didnt do nothing

Casino.guru, the casino dont have a maximum time limit to do the verification if i provided everything?

Dear Drakkor,

We want to assure you that resolving this issue is a priority for our team. The situation requires a detailed review to ensure that we approach it thoroughly and reach a fair conclusion. Our team is currently conducting a careful investigation to fully understand the circumstances and determine the appropriate course of action.

We are committed to resolving this matter in a way that is fair to all parties involved and to implementing safeguards to prevent similar occurrences in the future.

We sincerely appreciate your patience and understanding. Updates will be provided as soon as new information becomes available. Should you have any questions in the meantime, please do not hesitate to reach out.

Best Regards,

Nine Win Casino

Dear Drakkor,

Thank you for your patience and understanding as we continue to work on resolving your case.

We want to assure you that our team is actively working on your case and reviewing all aspects of the situation in detail. We understand the delays may be frustrating, but we are committed to ensuring a fair and accurate resolution for all parties involved.

This matter remains a priority for us, and as soon as we have any significant updates or a final decision, we will share them with you right away.

We truly appreciate your understanding and cooperation. Should you have any further questions in the meantime, please feel free to reach out.

Best Regards,

Nine Win Casino

Dear Drakkor,

Thank you for bringing this matter to our attention and for your continued patience while we work to resolve your case.

We sincerely apologize for the delay and understand how frustrating it can be to wait for a resolution. Please rest assured that our team is diligently investigating the situation to ensure a thorough and fair outcome.

Resolving this matter is one of our top priorities, and we are committed to keeping you informed throughout the process. We will notify you immediately once we have any significant updates or a conclusion to share.

Thank you again for your understanding. If you have any additional questions or concerns in the meantime, don’t hesitate to reach out to us.

Best Regards,

Nine Win Casino

Dear Drakkor,

Thank you for being so patient and understanding.

Kindly be informed that according to our terms and conditions:

The Casino reserves the right to close your account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at the Company's absolute discretion and without any obligation to state a reason or give prior notice.

Your account will be closed per administrative decision. We kindly ask you to withdraw the funds from your balance.

Best Regards,

Nine Win Casino

Okay then pay out my pending withdrawes

Dear Drakkor, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

I got my money

Dear Drakkor,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter