The player from Germany, a long-time VIP at Ninecasino, faced difficulties withdrawing €700 after an unsuccessful attempt to process the payment via his credit card. After the funds were returned to the casino on 12.09, he encountered repeated responses claiming the withdrawal was successful while he had not received his money back. The issue was escalated, and eventually, the €700 was credited back to his casino account. However, further complications arose with the withdrawal process, leading to frustration and the player's decision to lose the winnings and close the case.
NineCasino - Player's withdrawal has been delayed.
Amount: €700
NineCasino
Safety Index:HighSafety Index
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Case closed
Our verdict
Other
REJECTED
Case summary
1 month ago
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1 month ago
Translation
Hello,
I have been a satisfied VIP player at Ninecasino for a long time, but suddenly something seems to be going wrong with this casino. Here's my situation:
I made several deposits using my credit card and then tried to withdraw €700. However, I couldn't find a withdrawal method via credit card (I usually make deposits and withdrawals via bank transfer), so I contacted the chat to point out that I couldn't find a withdrawal method for the credit card I had used to deposit. The chat informed me that every credit card also has an IBAN and that I should withdraw to that. So, I did. The €700 arrived at my service provider on 10.09. However, they declined it and sent the money back to Ninecasino because apparently, deposits via IBAN can only be made with accounts in my name. Since then, I have been trying in vain to get my €700 back from Ninecasino. I received a receipt from my service provider and even a receipt from Ninecasino confirming that they received the money back on 12.09. Since then, I've been getting the same response over and over again "that my withdrawal was successful and that I should contact my service provider". In my opinion, no one can be this incompetent. This is pure psychological torture in the hope that I will eventually give up... I have never experienced such impertinence at any other casino.
I hope you can help me and possibly escalate this matter. After countless attempts, I am at my wit's end.
Attached, you will find the receipt from my service provider as well as the two receipts from Ninecasino confirming the withdrawal on 10.09 and the deposit on 12.09.
Kind regards,
Christian
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1 month ago
Dear Paulausdemeck,
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.
- Have you made any successful withdrawals using this payment method before?
- Have you already tried contacting the payment provider regarding this matter as the casino suggested? If you have, please forward the relevant communication to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 month ago
Translation
Hello Kristina,
thank you for your message.
To your first question, I have deposited money with a credit card several times but have never withdrawn it.
To your second question, yes of course. I have already uploaded the booking receipt from my service provider and now I have sent you another email plus the email from my service provider regarding this.
The other two documents that I uploaded are from Ninecasino. One document confirms the payout to my service provider on September 10th, and they probably sent me the other document by mistake, which was supposed to confirm the payout to my service provider one of the many times. Instead, they sent me the document from September 12th, which confirms receipt of payment from my service provider on September 12th. But the ladies and gentlemen simply don't respond to this. They just keep saying that the payout has been made and that I should contact my service provider. Totally crazy, even though it says in black and white that the money arrived long ago. As I said, it drives you a little crazy over time, which is why I am asking you now in the hope that you can escalate the case to the right place so that I can get my money back.
Thank you in advance
Best regards
Christian
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1 month ago
Translation
Hello,
Just a quick update: the €700 was suddenly credited to my casino account. Let's see if the withdrawal works now.
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1 month ago
Thank you for your reply, Paulausdemeck. I am happy to hear that! Have you already requested a new withdrawal?
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1 month ago
Translation
Yes, but again there was no method of paying out with a credit card. So I tried the method via Jeton but it was obviously cancelled. I then went back into the chat to clarify how I should pay out. The chat then passed this on for clarification. Now I've been waiting for an answer since yesterday afternoon. I'm really curious to see how long this will drag on unnecessarily.
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