NineCasino - Player’s withdrawal was delayed.

Deposited £60.00 withdrew £100.I have screen shots it was approved.I never had a bonus it clearly states on the screen shot.Then it was declined I spent £20.00 withdrew £80.00.I made sure uk players could deposit play I have live chat messages.Declined again I am shocked at the amount of bad casino out there take your money in an instant ghen have to keep coming through you for help.

Dear meljard73,

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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Good morning I've just been on my casino account and they have cleared all my deposits and withdrawal I have taken screenshot of all my deposits and withdrawal and now it looks like I've never been on. Kind regards Melanie Ard

Good afternoon I have received an email from nine casino I have forwarded his reply to you .I am really upset that I asked if uk players could play and I have forwarded it to you

Good morning just been on my bank account and the following amount have been taken European pos charge 0.60 loyaltek Belgium £20.05 European Pos charge 0.60 Loyaltek £20.05 European Pos charge 0.63 And instigates £20.98.I had the same issue with palm.casino uk players are not allowed but I even have screen shot we're he says uk are allowed.Thankyou inadvance for helping

Good afternoon just received anougher email I have forwarded to you kind regards Melanie Ard

Good evening my bank have informed me they don't do iban on my account I have forwarded there email to you the bottom line they should never have let me deposit £60.00 I hope you can help kind regards Melanie Ard

Good morning my account is closed now and a refund offered but I have already sent my bank account message they don't do iban they took my money easy enough why is this happening with so many gambling sites when you register your address is uk 🇬🇧 I have forwarded there message kind regards Melanie

Thank you for your reply, meljard73. So, if I understand that correctly - the casino first confirmed that UK players are accepted and free to play, but later the casino closed your account because you played from a restricted country? Have you made any successful withdrawals from this casino before? Did you provide any documents to verify your identity before the casino blocked you?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Good morning yes they said uk was ok I went on to withdraw £100 then I have sent you all there emails kept declining my withdrawal they took 3 x £20.00 deposit but I have been charged extra for each deposit and I still haven't received my withdrawal.They took my deposit without any issues my bank says it doesn't have IBAN so I ask for them to send to my PayPal still haven't herd anything kind regards Melanie

Thank you very much, meljard73, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi meljard73,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite NineCasino to join the conversation and contribute to the resolution of this complaint.

Good morning thankyou very much have a lovely day Regards Melanie

Hello, dear player

Refund has been done on our side, please wait

Best regards,

NineCasino Team

Dear NineCasino team,

Thank you for your reply. Could you please explain the situation a little? How much will be refunded?

Hello, dear Peter

Refund sum was 80.02 GBP, everything player had on the balance

Best regards,

NineCasino Team

Hi meljard73,

Can we consider the issue to be resolved? have you received your refund?

Good morning yes thankyou for your help.I received £77.79 and I won't be joining any more casino.Have a lovely Christmas

Dear meljard73,

I'm glad to hear that you received your funds. 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,

Peter