NineCasino - Player's withdrawal has been unresolved for over 10 days.

I made a withdrawal on the 25th june 2023 of which the casino have said payment has been sent and would take up to 5 working days it is now 10 working days and nothing they said they would escalate it as missing withdrawal and i had to send them bank statements to show i havnt recieved the money which i done but all they done was sent me a pdf showing the payment details and told me to go to my bank of which i did and they said there is nothing on the pdf to track the money they need a unique payment reference/tracking number of which i have asked nine casino for many times and they wont give me one i even asked if they could track it through there bank but they have just ignored various emails /messages i have sent them over the past few days all i want is my £150 its not even a lot of money I deposited more than that i cant see why they wont just sort it out so this is why i am contacting you to see if you can help me get my money

Dear markbroadhurst41,

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 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.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Ok thankyou well it is 14 days tomorrow but 10 business days

just very fustrating and yes they said my account is all green and verified and they released payment 10 business days ago but i havnt received nothing and for some reason they wont provide me with the payment tracking number for my bank they have just ignored me and my emails

Nine casino have emailed me today saying this Dear customer!

We are contacting you regarding the missing withdrawal issue you've reported earlier.

The transaction is declined on the payment provider's side. The funds are returned to the casino account balance. We kindly ask you to double-check bank account details and try again.

i have triple checked the details and all correct so what do i do as dont want to try again for the same to happen again

All sorted now since i posted this they put the money back into my account and i made the withdrawal again yesterday and in my bank today

Dear markbroadhurst41,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru