NineCasino - Player’s winnings are delayed.

Good Morning Casino Guru, I've been encountering issues with Nine Casino. In short, I have made withdrawals amounting to a total of 3000 euros, and I've informed the site's customer service that I have not received the money, even showing my bank statement as proof. They assured me that they would proceed as quickly as possible, but the money is nowhere to be seen. These are transactions that took place from March 2nd to March 4th. I have always played fully aware of the risks of gambling and I'm not complaining about lost money, but if I win, I believe it's unfair that my winnings are denied.

Hello frausai89,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NineCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, I accumulated the winnings with real money, and the account is verified, I have always topped up without problems and the same for the withdrawals, I had made others previously but for the last 3 withdrawals I never received the sums unlike the previous times, I registered on the site on 02-22-2023

I update the answers to your questions, I get in touch via email and they ask me to send the updated bank statement, I do it and after 10 days upon requesting information on the bank transfer I am asked again to show an updated bank statement.

Good evening, I am attaching to this message an updated account statement in which I prove that I have not received the disputed sums

Hello frausai89,

Did you forward the bank statement to the casino as well? Can you please advise since when exactly are those withdrawals pending?

I have forwarded the always updated account statement to the casino several times, they claim to have made the payment, the withdrawals date back to 2/3 and 4 March 2024, I contacted my banking institution and they have not received any incoming transactions against me.

Thank you frausai89 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick, I'm waiting for news from Natalia, thank you for now and good work!

Hi frausai89,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear NineCasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify when exactly the player's withdrawal request was processed?

I'm looking forward to hearing from you. If you have any supporting evidence, feel free to send it to my email natalia.b@casino.guru or post it here.

Kind regards,

Natalia

Hello, dear all!

Thank you, frausai89, for reaching us out regarding your difficulty!

As we see from our system we have already launched the investigation by contacting the financial department.

Your withdrawals have been successfully paid (all three payments were processed on March 4). A few hours ago our specialists sent you the proofs in PDF format, where there are all the details regarding your withdrawals. You should contact your bank and provide payment details for tracking.

If you have any other question, don't hesitate to contact us.

Best regards,

NineCasino Team.

Thank you very much for this information, NineCasino.

Dear frausai89, have you received confirmation from the casino that your withdrawals have been processed? Have you found details to track the payment with your bank?

Let us know as soon as you have any news.

I will proceed tomorrow to ask for information about the bank, I will provide them with the documents that ninecasino sent me via email but up to now my banking institution has no trace of any transaction.

Dear frausai89, have there been any updates? Have you checked the payment details with your bank?

Dear frausai89,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.