Nine Win Casino - Withdrawal of player's winnings has been delayed.

i withdrew £800 on 14th may on 15th may i seen it had been acknowledged and approved i spotted there was a monzo account now on my ninewin account i contacted the chat to let them know this was not mine and i was told not to worry and the can not see it however 5 days in i had no money in my bank so i went on chat and was told to wait until wed 22nd as weekend don’t count come wed 22nd i am told wait until 23rd so today o contact them and they ask for bank statement i provided this they then asked for bank statement of the sort code and account that was on my account the monzo one i flagged on 15th and i told them this was not mine they tell me that i added it and wothdrawel was sent there i have never had this account and never deposited from this account i don’t know what to do now

Dear leader0650,

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

also proof i have been paid out before

Thank you for your reply, leader0650. Regrettably, we do not handle matters related to cybercrimes. If your funds have been stolen, this falls under the jurisdiction of the police and the payment provider, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino. 

Thank you for your understanding.

This is not cyber crime this is the casino paying into the wrong account i have seen on previous forums they have tried this before and if the casino sent the payment they need to reclaim it i have done all my verification checks with this casino and not once did i give the account they have paid into or have i deposited from this account so this is nonsense the monies must be paid out to an account i have deposited from this is a fact of law so i would kindly ask this be revised as the error is from casino end not mine

also it was the casino who have paid the money into the account stated 040003 so looking at all fraud things they are the ones who have to report

i can not report as it was not me who sent the money and the bank needs to be able to see the account the money left from WHY is it i have to prove i never recieved WHY not casino prove they sent

I understand your point of view and I apologize, but it would be close to impossible to find out who requested the withdrawal to the incorrect payment method, or whose fault this really was. We don't think your complaint is unjustified, but this situation is beyond our control.

I am afraid that I have to close this complaint. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.