NineCasino - Player faces withdrawal issues due to missing BIC code entry option.

Good day, on January 8, 2024, I made 4 withdrawals, out of which 3 have been received and 1 of 800 has not arrived till today, January 17, and it's unknown where it has gone. Then, I made another withdrawal of 1000 euros on January 12, 2024, and yesterday on January 16, it was returned to my gaming account.

I contacted customer support via chat and they told me to wait a few hours before making another withdrawal. During the withdrawal process, the BIC code is missing. Meanwhile, I continued playing and my account balance is 3000 euros, but even today, January 17, during the withdrawal, the BIC code is missing. There is only the option to enter an IBAN and I haven't made the withdrawal because there would likely be problems tracking the transaction. Dear managers at ninecasino, how do you intend to proceed?

Dear catenamario1,

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.

• Could you please advise if the previous successful withdrawals were received via the same payment method?
• Have you been advised to use any alternative payment method to withdraw your winnings?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Previous withdrawals were made with the same withdrawal method.

There are no words

Hi, I made a withdrawal of 500.00 euros on January 17th but the option to enter the BIC/SWIFT was missing. The support told me that I could still do the withdrawal by entering only the IBAN. I trusted them, I made the withdrawal but today January 19th the 500 euros returned to the gaming account.

I played and now my winnings are €2,500.00 but how can I withdraw if the BIC/SWIFT is missing for the bank transfer from abroad?

The chat support didn't give me any explanation and I was left with the money in the account.

Basically, if I make the withdrawal again by entering only the IBAN, the money returns to the gaming account.

Can you help me solve the problem since ninecasino' support is absent?

The withdrawal request was rejected. Reason: "In order to make a withdrawal, a player must play the active deposited amounts at least 3 times before the withdrawal. This procedure is in line with anti-money laundering practices. You have made €4.25 out of €60 so We have canceled the withdrawal you had pending now, so you can start betting the funds.

Withdrawal made yesterday evening of 2500 euros on 19 January 2024

I closed my game account, terrible platform.

Hi catenamario1,

• Am I correct in understanding that you intentionally depleted your winnings, closed your account, and are no longer seeking our assistance?

Thank you.

You can delete all my complaints thanks. I don't want to deal with ninecasino anymore'

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.