NineCasino - Player’s withdrawal has been delayed.

After 15 days, the amount has not reached my account by wire transfer, they keep saying excuses that they have credited the money, I send them a detailed statement of my account, and again they ask for the same things. Finally, I made a card deposit, and They could credit the amount back on the card. If you do not do something, I will have to go to the authority that has the casino license.

Dear koleou13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place.

Have you received any tracking transaction number from the casino or any other proof that the money has been sent to you? Have you received any winnings from this casino in the past?

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

Δεν εχω λαβει ποτε κερδη στο παρελθον, και ουτε εχω καποια στοιχεια οτι τα εχετε στειλει τα χρηματα.Δειξτε καποια στοιχειο συναλλαγης οτι τα στειλατε.Λοιπαμαι πολυ θα αναγκαστω επειδη ειμαι δικηγορος , να απευθυνθω στην αρχη που εχετε αδεια ...

Thank you very much, koleou13, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello koleou13,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite NineCasino representative to join this conversation and participate in the resolution of this complaint.

Dear NineCasino, could you please state the reason why the player's withdrawal has not yet been completely processed and when can he expect the payment?

Thank you in advance for providing the information.

Tell him you have good grades since they do not pay, nor did they answer. Miser !!!!!!

Hello!

Sorry to hear about this situation.

According to our info, all problems are solved now and your withdrawal will be processed in the regular timeframe (up to 5 working days).

Hope you won't meet such problems in future and you will enjoy playing in our casino 🙂

Best Regards,

NineCasino Team

Hello koleou13,

At this point, it should only be a matter of time before the payment reaches you.

I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

Thank you, NineCasino Team, for providing the information.

Ok θα ενημερωσω αν μπουν τα χρηματα.....

The money has not come in yet, a month has passed

Please send me a bank statement from the 27.11 till today so I could escalate this to the payments team. Again they asked for the same in the chat

Hey!

Are you sure? Because the payment provider told us that transaction is successful.

We will try to check everything one more time. And we will add 50 Free Spins to your account as an apology.

We've found one thing. You've sent us a bank statement from one of your bank account. But you requested a withdrawal to another bank account. Both of your accounts are in one bank (don't sure that I can publish the name of the bank here).

And on the bank account, you wrote, your withdrawal was successful already in November. Check it pls.

Εστειλα τωρα

Could you kindly send us a bank statement only for ****3522 account, not both your account please.

What they are asking for, these are serious things

Since you have not sent the money, why are you kidding me

That's because you asked for withdrawal on to your ****3522 account. The payment provider told us that funds were sent already in November. We need to be sure that you didn't receive them yet, before starting the dispute with the payment provider.

Σε τι νόμισμα τα στειλατε;

Αφου σας εστειλα τα εγγραφα

In Euros, as you requested in your withdrawal.

δεν υπαρχει επιλογη μονο για 9022

I go to the licensing authority

You already sent us a bank statement from this account before. It was a screenshot, but we need a pdf for November and December.

You do not see that you have not sent the money, I will publish everywhere what scammers you are

Our payment provider told us that your money was sent already in November. We need your bank statement to be sure.

Αφου σαs τα εστειλα

Dear koleou13,

In this case, I recommend you to provide the information requested by the casino and only for the bank account that you used for withdrawal with your casino gaming account. If we are to see any progress in resolving this issue, that should be the least you can do to make it move. If it is clear from the required documents that you have not received the payment, the casino may resume an in-depth investigation of the case.

If the casino and payment provider claim that the payment has been processed and successfully sent, this is the only way you can prove that you have not received the mentioned payment. According to the casino's statement, you have provided a bank statement before, but not for the bank account that the casino needs and you used.

I would also like to inform you that all content in complaints is considered by the data it contains and is hidden from the public unless I approve otherwise by myself. But if it suits you better, you can send me the necessary data to branislav.b@casino.guru.

Thank you in advance for understanding and your patience.

Συμφωνα με επικοινωνια με την τραπεζα , τα λεφτα εχουν μπει με λαθοs BIC RETBELT21 ,ενω ο σωστοs που ειχα γραψει ειναι REVOLT21.Eτσι παρακαλω πολυ ,τα χρηματα να μπουν με τον σωστο BIC ,γιατι τα χρηματα φυσικα δεν θα ερθουν ποτε σε εμενα!!!

Only iban 4061 withdraw..................,'d love to assist you in this matter. I want you to know that you have opted for the Revolut Bank and the IBAN/BIC visible on the statement cannot be used to receive any transfer as it is just there to store your funds. You have to use your previous account details to receive any kind of transfers on your account. You have to use your IBAN ending with 4061 and BIC- REVOLT21 to make any transfer to your account.

Dear koleou13,

could you please provide us with the payment details did you fill in the casino for processing your withdrawal?

Is this the same payment method you made the deposit? Could you please also provide us with the transaction history for November and December for the payment method that the casino mentioned above?

H πληρωμη εγινε με καρτα revolut mastercard, το καζινο δεν ηθελε να αποσυρει τον ποσο πισω στην καρτα.Ενω εστειλα το αψψοθντ τηs τραπεζαs που λειτουργεο 4061 και BIC-REVOLT21 .Ομωs αφου εκανα αυτο ητο καζινο μου ειπε οτι θα παρω τα χρηματα μονο στον λογαριασμο 3522, το οποιο εμαθα τωρα οτι δεν δουλευει για να λαβω χρηματα

Συμφωνα με την τραπεζα ,τα χρηματα σας εχουν έρθει πισω σε εσας αυτοματα....Ναι η οχι;

Θα μου στείλετε επιτελους τα χρηματα ;

Hello, koleou13 again,

Issues like this usually take a few days or even weeks to get resolved and since the first withdrawal was not successful because of an invalid payment method for receiving, I would like to ask you for patience.

The casino cannot send you the payment unless they have it received back from your bank/their payment provider. Until then, we would recommend communicating directly with the casino and providing them with the correct payment details.

Dear NineCasino,

Could you please check the situation with your payment provider and provide us with an update regarding this issue?

I will set the timer for 10 days, during this time you can contact us anytime in the complaint with any progress.

Hey!

You gave us that info (BIC RETBLT21) during your withdrawal and we sent your money there.

We will ask a payment provider what can we do with this transaction now in this situation.

Δεν σας εδωσα ,εσεις με υποχρεωσατε να τα στείλετε εκει, εγω αλλο iban ειχα δωσει και bic κωδικο

Previously you wrote to us that you didn't receive your cashout of 1011 EUR from the 27 of November. We've checked everything on our side and we see that the cashout has been successfully sent to the bank account you indicated in your cashout request. Now we can't recall it back. Please, contact your bank for further information. The withdrawal confirmation you can find in the attachment

ALEXANDROS 16:58

you sent this, my bank say

Thank you for waiting patiently, Alexandros. I have checked the details and apologize for the misinformation provided by my colleague. I want you to know that these account details containing IBAN ending with 3522 and BIC- RETBLT21 cannot be used to make any kind of transfers to your account. And if there is any transfers made to these details, it should be rejected and bounced back to the sender's account.

How will I know that the sender took back the money, he tells me that he did not take it back ....

4:55 μ.μ.

So is there a way to find out if the sender got the money back?

5:03 μ.μ.

If the funds have not be received back yet, please advise the sender to raise a trace or recall request from the sending bank side

Dear NineCasino team,

we would appreciate it a lot if you could keep us updated and let us know in case of any progress or the payment is resent to the player.

Thank you and we are looking forward to hearing from you.

Hello,

Previously you wrote to us that you didn't receive your cashout of 1011 EUR from the 27 of November.

We've checked everything on our side and we see that the cashout has been successfully sent to the bank account you indicated in your cashout request. Now we can't recall it back.

Please, contact your bank for further information.

The withdrawal confirmation you can find in the attachment.Αγαπητο καζινο γκουρου, αυτο το emαil μου στειλανε,απο το nine cazino.

Δεν μπορουμε να τα βρουμε ,τους λεω οτι δεν λειτουργει, και συμφωνα με την τραπεζα ,τα χρηματα θα πανε πισω, και ειναι πλεον δουλεια του nine cazino, να παει στην τραπεζα την δικια του ,να ζητησει τα χρηματα πισω.

Εγω δεν μπορω να κανω κατι ,αν και πιστεύω εδω και εναν μηνα , θα τα εχει παρει τα λεφτα...Ας μας πει ποια τραπεζα ειναι ,και απο που τα εστειλε....

Θελω καζινο γκουρου να μου πειτε , αν καποιοs εδω αντιμετωπισε το ιδιο προβλημα με εμενα , και αν του εβαλε καποια στιγμη τα χρηματα το nine καζινο.

Please apply, to get the money back from your bank? My bank says that this account does not work for deposits and withdrawals Now you have to take the money back immediately, and send it to me in another way.

Dear koleou13,

No, this is a very special case and nothing similar have happened regarding NineCasino before.

We believe that the casino is not entirely at the fault for this issue and I honestly believe that you will receive your withdrawal soon. Therefore, your patience is needed in this case in the first place.

In any country where you do not have a permit, I will apply to close you

Hello!

Let me explain the situation a bit.

You filled out bank account info during your withdrawal. It's was the wrong data, as we know now. But our payment provider already sent funds to that "wrong" account.

And in our case now, the payment provider tells us that transaction was successful. We're trying to solve this problem with them, but it's not our fault that you entered the wrong data during withdrawal.

We are not sending funds manually from our bank accounts. We have payment providers which are sending them. And they need time to find a solution for such a case. Don't forget that it's holidays time now in many countries. We'll keep you updated about this situation.

Hope everything will be solved soon.

Best regards,

NineCasino Team.

Απο που τα στειλατε τα χρηματα?

Cashout issue

   Diane   Sat, 01/01/22 6:49 pm

Your cashout has been already approved on our side. Please, contact your bank for further investigation using the reference number we've sent to you.

Best regards,

Diane

NineCasino Payments Analyst

Στειλατε αυτο με email , τελικα στειλατε τα χρηματα ξανα, στον λογαριασμο revolut που δουλευει κανονικα στον λογαριασμο μου?Υπαρχει αποδεικτικο αν οντωs τα στειλατε τα χρηματα?

Answer immediately, before sending for your block in Greece

Hello!

We've sent money to the bank account you provided us during your withdrawal. And you gave us incorrect account info as we know now.

We are investigating where is the money now and how could we send them your another bank account.

When there will be some update, we will contact you as soon as we can.

Σαs εχω ενημερωσει, εδω και μια εβδομαδα,και με κοροιδευετε και δεν κανετε τιποτα.Τα ιδια και τα ιδια.

Τα πηρατε τα χρηματα πισω ναι η οχι, απαντηστε τωρα ,πριν σαs κανω φραγη παντου.Ξεκιναω σε λιγα λεπτα

OFFICIAL WEBSITE OF THE GAMES SUPERVISION AND CONTROL COMMITTEE (E.E.E.P.) FOLLOW US ON SOCIAL MEDIA TWITTER Acharnon 17 & Mavrokordatou Square, 104 38 Athens Call center: +30 211 107 5000 Fax: +30 211 107 5005 Email: info@gamingcommission.gov.gr Αυριο το πρωι ,θα τουs παρω τηλεφωνο , και θα στειλω και email.

Could you please contact the sending bank and ask them to recall the transfer

Επειδη δεν προκειται να βγαλω ακρη με εσας, εχω στειλει email να σαs κλεισω στην Ελλαδα, θα βαλω δικηγορο για να παρω τα χρηματα, και θα σαs κλεισω και σε αλλεs χωρεs

We can't just recall the bank transaction, that's not how the bank system works.

Sorry, but all this situation happened because you gave us the wrong bank account information during your withdrawal. If you will help us, we can solve all it faster. As I know, our Payments Team already contacted you with new instructions. Follow them and we will fix everything soon.

Dear koleou13,

At this point, it should only be a matter of time before the whole situation is resolved.

We recommend you follow Payments Team instructions.

I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

Πως θα βρεθει ,αφου με αναγκασανε να τα βαλω σε λογαριασμο ,που δεν δουλευει.Μου λενε να απευθυνθω στην τραπεζα μου, σε χρηματα που δεν εχει παρει ,να τους στειλω αποδειξη.Τελος οταν τους λεω απο που τα στειλανε αποφευγουν να απαντησουν.

Εδω να δειτε με τι τροπο μιλανε,How come you are the only person on this planet that a bank can not send any official documents to prove that transaction was unsuccessful?

Everyone before easily managed to do so. Kindly, contact your bank and request information about the transaction. You have all the needed documents like the proof from us to request documents. Please, do so.

Dear koleou13,

Did you already contact your bank with provided documents from the casino? What is the bank's statement regarding your issue, please?

He asks me for an official receipt from you, that the money did not come in. Is there anything?

7:42 μ.μ.

Since we did not receive the funds, we cannot generate a statement regarding this. What we can send is your transaction history and your account confirmation data.

We've sent to your registered email address a link that allows you to download the data. You'll need to enter your phone number and passcode after clicking on the link. Please note that this link will expire in 24 hours.

Is there anything else I can help you with?

Αυτο μου απαντησε η τραπεζα μου.Αλλα το nine casino , δεν απανταει απο που εστειλε τα χρηματα.

Dear koleou13,

could you please provide us with your transaction history and your account confirmation data, that you should have access to in your registered email address via the link you received from the bank support representative?

It is possible to upload it directly here, in the open complaint with your response, or you can send the data to my email address branislav.b@casino.guru.

Please note all sensitive information are not visible to the public.

,πλακα μου κανεις και εσυ, τι να ανεβασω ,λε με το oban δεν δουλευει για καταθεσεις και αναληψεις

Dear koleou13,

You wrote to us you were provided with the information from your bank.

Your bank sent to your email address your transaction history and your account confirmation data - the link that allows you to download the data with your unique credentials defined by the bank.

This is probably the information that the casino representative has needed from you since the beginning.

Please, could you send us these documents, which were you provided with via email by your bank?

Possible ways for sharing the data were already mentioned above.

Thank you very much in advance for your cooperation.

Γιατι δεν λετε στο καζινο , απο ποια τραπεζα τα εστειλε τα χρηματα. Ειναι αδυνατον να μην τα ελαβε αυτοματα πισω.Αφου δεν πληρωνει κανεναν ,οσοι εχουν μεγαλα ποσα.Βρισκει αφορμες , δεν πληρωνει πισω στην καρτα, δεν πληρωνει με skrill, δεν ηθελε ρον λογαριααμο που δουλευε, αλλα ειδε εναν iban ,που ηξερε οτι δεν δουλευει, και με αμαγκασε να τα στειλω εκι τα χρηματα.Ας βαλει και ολο ρο ιστορικο με της συνομιλιες ,να το δουμε.ςπςιδη βλεπω ,οτι ουτε εσεις μπορειτε να κανετε κατι, υπαρχει καπου αλλου να απευθυνθω;

Hello koleou13,

Were you provided with the proof that the casino sent you the payment (despite the wrong data)?

Once the casino receives a confirmation from its payment provider about receiving the payment back, they will inform us about it. Therefore, it would be appreciated you could be patient.

Meantime, could you please share with us the documents that were sent to your email address by your bank?

It could be key information for the casino to continue with its deep internal investigation.

Dear koleou13,

Could you please provide us with an update on your issue and answer the questions from my previous post? Was your issue resolved?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.