The player from North Rhine-Westphalia submitted a withdrawal request less than two weeks prior to contacting us. Winnings haven’t been obtained up to this day. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
NineCasino - Withdrawal of player's winnings has been delayed.
Amount: €640
NineCasino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I requested a withdrawal on Thursday 05/01/2023. This was not processed for me yesterday and you are always put off. I then had this withdrawal canceled and requested a new withdrawal of €310, €100 and €220 respectively. The money was always in my bank account within a few hours. Each time you are comforted and told that the finance department needs to review more information about these payouts. I've always been happy with Nine Casino because everything happened so quickly, but I'm already unsure about the whole thing.
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1 year ago
Dear Mickstar,
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
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1 year ago
Translation
Okay thank you very much. Nine Casino assured me yesterday that they would transfer the money to me on yesterday's working day. Unfortunately nothing came. I just asked again and they said the same thing as the days before. They want to delay all this in hopes I'll gamble away the money, which I will. thank you for your effort
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1 year ago
Translation
Money was just transferred. case can be closed. Thanks very much !
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1 year ago
Dear Mickstar,
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,
Kristina
Casino.Guru
