HomeComplaintsNineCasino - Player reports delayed payment.

NineCasino - Player reports delayed payment.

Amount: €2,500

NineCasino
Safety Index:High
Submitted: 07 Jul 2023 | Case closed : 23 Jul 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Spain has not received their funds despite multiple days of waiting. We closed the complaint because the player stopped responding.

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1 year ago
Translation

I haven't received my money for days

Automatic translation:
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1 year ago

Dear Geni,

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.

Could you please specify when exactly you requested a withdrawal of your funds from the casino?

Thank you in advance for your patience and understanding.

Best regards,

Tomas

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1 year ago

Dear Geni,

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.

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1 year ago

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.

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