NineCasino - Player's withdrawal request is delayed.

Hello everyone,

I am a girl and my name is Manon. I joined the casino on February 5th. I made a lot of bets. I won 283.66 euros. I made the deposit using a cryptocurrency wallet (USDT trc20). On February 17th, I successfully passed verification through the casino website. I made a few more bets. After that, I ordered a withdrawal, but it was rejected. The casino asked for additional documents. I sent a selfie with my passport, proof of address and deposit. All documents were approved. On February 20th, I ordered a withdrawal again. But after a while, it was rejected again. The casino asked to send a deposit confirmation again. I took detailed screenshots against the open casino website. Here you can see the deposit amount, my wallet and the casino wallet. There is also a transaction hash. I also wrote a letter to support, in which I indicated that I have a non-custodial cryptocurrency wallet Trust Wallet. It does not indicate personal data. There are only 12 secret words. I received a notification by email that the screenshot was rejected and I need to send a confirmation, where all the deposit details are visible (amount, date and time, recipient and sender wallets). I have already done this twice. Now my casino account is fully verified, but the casino does not pay out money.

Thank you for your attention

Hello manonaichel,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nine Casino. Please allow me to ask you a few more question before we would move forward.

• Was your deposit method verified after all?
• Do you currently have any pending withdrawal?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello,

About a couple of hours ago I sent another confirmation of the deposit via chat and explained that there is no personal data in the crypto wallet. I am waiting for the withdrawal again

Best regards,

Manon

Hello,

My cashout was rejected 6 times. I sent all the requested documents. The last time the casino asked for a screenshot of the transaction hash. I sent it, but in response received a letter that we did not ask for this screenshot and it was rejected. Accordingly, the withdrawal was also rejected for the sixth time. They cannot help in the chat. I am attaching all the screenshots of the correspondence and the support response. I will say right away that I sent all the requested documents by email, through the chat and through the personal account many times so that they would definitely reach the casino team. In the end, they ask for a document, then say that they did not ask for it. Naturally, they are dragging out time and do not want to pay.

Thank you manonaichel for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, thanks

Hello manonaichel,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a NineCasino representative to join this conversation and participate in resolving this complaint.

Dear NineCasino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Hello Stefan,

My withdrawal was rejected many times. I sent the same documents more than 20 times. In the end, they all were accepted. Now I'm waiting for the withdrawal again. I really hope it will be approved.

Best regards,

Manon

Dear all,

``Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

After checking your account, we can confirm that all documents were provided and the withdrawal was processed from our side. Please note that bank transfers can take up to 5 business days.

Best Regards,

NineCasino

Hello manonaichel,

Could you please let us know here once you receive the payment?

I'll be awaiting your reply.

Hello all,

I've received my withdrawal but my account was closed! Thank you all, the issue has been resolved

Best regards,

Manon

Dear manonaichel,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru