The player from Italy had experienced a delay in their second withdrawal of €3000 from the casino. Despite successfully re-verifying their account, the withdrawal was still pending after 48 hours. The player also reported that they couldn't cancel the withdrawal on their own. After his complaint was submitted, he confirmed that his account had been successfully verified. He then reported that his payment had been approved and later credited. Finally, he confirmed that all his withdrawals had been successfully received. As a result, we had marked the complaint as resolved.
NineCasino - Second withdrawal delayed for player.
Amount: €5,000
NineCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
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2 months ago
Translation
Good evening,
After several successful withdrawals, I won a fairly substantial amount.
There were no issues with my first withdrawal request of 3000€.
However, problems started with the second request, the following day, also of 3000€.
Suddenly, my account is no longer verified so I proceeded, successfully, to provide all requested documents.
Then I re-submitted the withdrawal request and it has been over 48 hours and it's still pending. The chat support told me they are conducting further checks, but I have neither any news nor any requests for additional documentation or anything else from their side.
Also, my withdrawals can no longer be cancelled by me.
What is happening?
Automatic translation:
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2 months ago
Dear simonececchini0495,
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 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.
Best regards,
Petronela
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2 months ago
Translation
Account verification was successful. Only withdrawals have been waiting to be confirmed and cleared for more than 72 hours. I'm waiting and will keep you updated. Thank you
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2 months ago
Translation
Good morning,
The payment has been approved. Now the accreditation is missing. I'll update you ☺️
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2 months ago
Translation
Payment has been made. All that's missing is the bank credit. Updates to follow, thanks
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2 months ago
Translation
The first €3000 has been credited. Now only the last €2000 withdrawal is missing. Will update
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2 months ago
Translation
Case resolved, all withdrawals have arrived 💪
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2 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, simonececchini0495, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
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