HomeComplaintsNineCasino - Player’s withdrawal has been delayed.

NineCasino - Player’s withdrawal has been delayed.

Amount: €1,011

NineCasino
Safety Index:High
Submitted: 12 Dec 2021 | Resolved : 07 Feb 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Greece requested a withdrawal and after 15 days of waiting for the payment, he decided to submit a complaint. After encountering several misunderstandings (e.g. wrong payment data used for withdrawal request), the player received the payment more than 3 months after the original withdrawal request. The complaint is resolved.

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2 years ago

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.

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2 years ago

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

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2 years ago
Translation

I have never received any profits in the past, nor do I have any information that you have sent the money. Show some transaction information that you have sent them.

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2 years ago

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.

 

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2 years ago

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.

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2 years ago

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


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2 years ago

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

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2 years ago

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.

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2 years ago
Translation

Ok I will inform if the money comes in .....

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2 years ago

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

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2 years ago

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

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2 years ago

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.


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2 years ago

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.

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2 years ago
Translation

I sent it now

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2 years ago

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

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2 years ago

What they are asking for, these are serious things


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2 years ago

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

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2 years ago

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.

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2 years ago
Translation

In what currency did you send them?

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2 years ago
Translation

After I sent you the documents

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2 years ago

In Euros, as you requested in your withdrawal.

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2 years ago
Translation

there is no option only for 9022


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2 years ago

I go to the licensing authority

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2 years ago

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

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2 years ago

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

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2 years ago

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

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2 years ago
Translation

After you sent them

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2 years ago

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.

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2 years ago
Translation

According to a communication with the bank, the money came in with the wrong BIC RETBELT21, while the correct one I wrote is REVOLT21. So please, the money should go in with the correct BIC, because of course the money will never come to me !! !

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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

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.

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2 years ago

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?

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2 years ago
Translation

The payment was made with a revolut mastercard, the casino did not want to withdraw the amount back to the card. 3522, which I just learned does not work to get money

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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago
Translation

According to the bank, your money has come back to you automatically .... Yes or no?

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2 years ago
Translation

Will you finally send me the money?

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2 years ago

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.

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2 years ago

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.

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2 years ago
Translation

I did not give you, you forced me to send them there, I also gave another iban and bic code

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2 years ago

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.

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2 years ago

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


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2 years ago

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.

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2 years ago


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.

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2 years ago
Translation

We can not find them, I tell them that it does not work, and according to the bank, the money will go back, and it is now the job of nine cazino, to go to the bank his own, to ask for the money back.

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2 years ago
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I can not do anything, although I believe for a month now, he will have taken the money ... Let him tell us which bank it is, and where he sent it ....

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2 years ago
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I want a casino guru to tell me if anyone here has had the same problem as me, and if at some point the nine casino gave him the money.

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2 years ago

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.

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2 years ago

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.

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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

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

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2 years ago

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.


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2 years ago
Translation

Where did you send the money from?

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2 years ago

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

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2 years ago
Translation

Did you email this, did you finally send the money back to the revolut account that works normally on my account? Is there proof that you actually sent the money?

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2 years ago

Answer immediately, before sending for your block in Greece

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2 years ago

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.


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2 years ago
Translation

I have informed you, for a week now, and you are making fun of me and you are not doing anything. The same and the same.

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2 years ago
Translation

Did you get the money back yes or no, answer now, before I block you everywhere. I start in a few minutes

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2 years ago
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OFFICIAL WEBSITE OF THE GAMES SUPERVISION AND CONTROL COMMITTEE (EEEP) 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 Tomorrow morning, I will call them, and send them an email.

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2 years ago

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

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2 years ago
Translation

Because I am not going to settle with you, I have sent an email to close you in Greece, I will hire a lawyer to get the money, and I will close you in other countries

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2 years ago

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.

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2 years ago

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.

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2 years ago
Translation

How will it be found, after they forced me to put it in an account that does not work. They tell me to go to my bank, for money that it has not received, to send them a receipt.

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2 years ago

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.

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2 years ago

Dear koleou13,

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

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2 years ago

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?

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2 years ago
Translation

This is what my bank answered me. But nine casino does not answer where it sent the money from.

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2 years ago

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.

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2 years ago
Translation

, are you kidding me too, what should I upload, say with oban it does not work for deposits and withdrawals

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2 years ago

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.

Edited by a Casino Guru admin
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2 years ago
Translation

Why do not you tell the casino, from which bank he sent the money. It is impossible not to receive them automatically back. Since it does not pay anyone, those who have large amounts. , and she forced me to send the money there. Let her put all the history with her conversations, let's see it.

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2 years ago

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.

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2 years ago

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.

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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago
Translation

No, I did not receive the money

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2 years ago
Translation

Sos in today's deposit, I was charged 1.2 euros more.

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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Hello, koleou13,

We requested you the documents you were provided by your bank with the special link in your email inbox, mentioned above. It would be appreciated o lot you can provide us with those data, especially for the payment method used for the withdrawal by a mistake.

Regarding the €1.2 charge on top of your deposit - it is probably caused by exchange rates or the bank charged it. According to our information, the casino does not charge any fees for players' transactions.


Dear NineCasino Team,

Could you please provide us with an update on this issue? As the mistaken payment should be credited back to the sender's account automatically, were you provided with any new information from your payment provider? This situation should be resolved basically by concerned banks and your payment provider.

Edited by a Casino Guru admin
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2 years ago

Hello!


We've asked for an update from the payment provider. Will keep you updated.


Best regards,

NineCasino Team

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2 years ago

Dear NineCasino Team,

Thank you for the update, we are looking forward to hearing from you soon.

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2 years ago
Translation

It has been over a month, and we can not find an edge. While I was putting money back, it happened and he won, after 2 deposits. To say goodbye, I received my winnings this time. Could you tell us, if you received them automatically back. Okay 2 months from the withdrawal, it is for a long time, if you want me to play with you again, and to recommend it to friends, who play huge amounts, so that they can play on you.

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2 years ago
Translation

Payment order 0 *******, date 27/11/2021.That day, the mistake was made in an Iban account that does not work

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2 years ago

Hello, koleou13,

The payment order number was removed in your post by a mistake.

Could you please share this transaction number with us again?

Edited by a Casino Guru admin
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2 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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2 years ago

Hello!


Nope, sorry, the provider is telling us he can't give any update. He needs proof (like transaction history as we discussed before) to start an investigation.


The payment order number which you send above is from the document we sent to you, but we need info from you.

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2 years ago

Dear koleou13,

I do not have any other choice and I have to repeat one of my previous posts.

You mentioned above that you were provided with the necessary 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. You had 24 hours to check and download them.

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


Could you please request these documents from your bank again and send them to us? For moving forward, it would be highly appreciated if you can share these documents for the mistakenly "credited" account and for the period of November and December 2021, as the casino required more than 1 month ago.

Possible ways for sharing the data were already mentioned above. You can send it directly in this thread or you can use my email (branislav.b@casino.guru).


Thank you very much in advance for your patience and cooperation.

Edited by a Casino Guru admin
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2 years ago
Translation

I have sent them in their email, I will send them to you in their own email.

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2 years ago

Dear NineCasino Team,

Could you please let us know once you receive the email with the necessary documents from the player?

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2 years ago

Hello!


Yes, we received it, but this is transaction history from the wrong account. A player requested a withdrawal for the account ****3522. But he sent us an email with the transaction history of account ****4061.


We still need transactions history from account ****3522. A player sent it to us already before, but the last date in that transaction history was 25th November. Since a transaction from us was sent on 27 November, we need just this document again but with the correct dates.


Thanks in advance,

Best regards

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2 years ago
Translation

Dear casino guru, can you tell me, where is my money 2 months and now?

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2 years ago

Hello, koleou13,

If you sent the same document to the casino as I received, I assume that it is only a little misunderstanding now.

The bank support representative claimed your account cannot be used for these types of transactions, it is possible the funds were credited back to the sender's bank account. They just need the necessary documents to start the investigation.


Dear NineCasino,

I also have received the document from the player via email. Are you sure that you carefully checked the whole document? Currently, I am looking at it and I see the information you needed for the bank account ending 3522 and its transaction history from 1st of November 2021 to 31st of January 2022. It begins on page 15 of the document and continues until its end (page 22). Could you please check it one more time?

Thank you in advance for providing an update soon.

Edited by a Casino Guru admin
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2 years ago
Translation

So nine casino stop the mockery, credit me the money. I will close all the sites that you have and operate illegally in Greece of your group Dux Group. Now I will send to the Cypriot government that you have permission, to see the case, and finally to I will hire a lawyer, along with other players, who I will find who have the same problem to take all the money you owe us. By Friday I want an answer, I will reach out to the US government, I am also an American citizen, dual citizenship.


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2 years ago

Hello!


Yep, thanks, we have a history of transactions from the correct account now.

Our payment team is ready to resend the money to your actual account and they will contact you at the nearest time for more details.


Best regards,

NineCasino Team

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2 years ago

Greetings all,

What great news! Thank you very much, NineCasino, for providing the update. It really seems we will move forward with the issue.


Dear koleou13,

I recommend you to cooperate with the casino's payment department and follow their instructions and especially, to be sure everything is right, to check the payment data with your bank before you send them to process your withdrawal.

At this point, I sincerely hope, it should only be a matter of time before the issue is resolved.

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

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

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2 years ago
Translation

close the case, I got the money .... thank you !!

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2 years ago

Thank you very much, koleou13, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, NineCasino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru

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