The player from Italy had made segmented withdrawal requests due to withdrawal limits. While the requests had been paid simultaneously, the player had received only one transfer of €2000. The player had successfully completed all necessary KYC verifications and had claimed the winnings were not bonus-related. Despite this, the casino had cancelled the withdrawals citing they exceeded the daily limit. The player later reported that one withdrawal had been successful and decided to close the complaint. The issue had been marked as resolved by the Complaints Team.
NineCasino - Player's withdrawal is delayed.
Amount: €14,000
NineCasino
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Good Morning,
I have made a segmented withdrawal request due to withdrawal limits.
The requests were accepted and paid at the same time, however, only one transfer of €2000 has arrived in my account.
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7 months ago
Dear simonececchini0495,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify when exactly you submitted your withdrawal requests? What is their current status (pending or processed)?
Have you passed the full KYC verification?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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7 months ago
Translation
The withdrawals were made on 05/08/2024 and are paid on the site.
The winnings were without bonus and all verifications were successfully completed in the previous months.
Of 6 withdrawals only 1 arrived
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7 months ago
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 the 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.
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7 months ago
Translation
Withdrawals were canceled saying they exceeded the daily limit. Now I have replayed everything unfortunately, this is their tactic because the more money left in the account the more likely they are to play it again. Now I have made a withdrawal of €1500, that is, all that remains of the €20,000 won, and this too has not arrived. In a few days, they will surely be credited back to my account for some reason and I will play these too.
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7 months ago
Translation
New withdrawals made and same story. After a few days they return to the gaming account and this time they certainly do not exceed the withdrawal limits
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7 months ago
Have you received any explanation from the casino as to why your withdrawals keep getting rejected? Please send me the screenshot of your transaction history here.
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7 months ago
Translation
No no response. Today, however, a withdrawal was successful... They do as they want. We can close the case. Thank you
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7 months ago
Dear simonececchini0495,
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
