The player from Germany had won €13,000 and encountered issues with the payout. Despite her account having been verified, the casino did not transfer the winnings and did not respond to her emails. The player had also reported being continually put off in the live chat. After she submitted her complaint to us, she confirmed that the money had been paid. Consequently, we marked the complaint as 'resolved'.
NineCasino - Delayed payout for the player from Germany.
Amount: €13,000
NineCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
A week ago, I won €13,000. My payout has not been transferred. Every day, I'm put off in the live chat. Emails are not answered. Payments are not coming. Please help me.
Automatic translation:
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8 months ago
Dear BALOO,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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8 months ago
Translation
I can no longer cancel all my withdrawals. The first withdrawal request was on March 1st.
Otherwise winnings were always paid out the next day. I have now learned that there are a lot of players there who don't get their winnings. I ask there every day and always get the same answer: "It's being checked, have you been patient?"
I don't get any replies to the emails I write.
That's not normal, something is wrong. Please help me
Automatic translation:
Public
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7 months ago
What games did you play to accumulate your current balance in the casino?
Could you please share your recent communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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7 months ago
Dear BALOO,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
