Nine Casino - プレイヤーの出金が遅れている。

I've tried withdrawing money from my account several times. It is always refused. I have already uploaded numerous documents. None are accepted. I ask for help to solve the problem.

Já tentei levantar o dinheiro da minha conta várias vezes. É sempre recusado. Já fiz o upoad de inúmeros documentos. Nenhum é aceite. Peço ajuda para solucionar o problema.

Dear PedroSobral,

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

Dear PedroSobral,

Have you received your withdrawal from the casino yet?

I still haven't received it. It is always refused.

I have already uploaded several files. One related to the bank account is missing. The PDF does not attach, do not accept the image. They said to send the document to support. On the support they say to attach at the checkpoint. We've been on this for a few weeks and there's no solution. Something similar has never happened to me in bookmakers with good reviews. I feel like I'm being deceived.

Ainda não recebi. É sempre recusada.

Já enviei vários ficheiros. Falta um relacionado com a conta bancária. O PDF não anexa, não aceitam a imagem. Disseram para enviar o documento para o suporte. No suporte dizem para anexar no local de verificação. Andamos nisto há algumas semanas e não há solução. Nunca me aconteceu algo semelhante em casas de apostas com boa avaliação. Sinto que estou a ser enganado.

I have now attached the PDF to one of the dozens of mail messages I exchanged with support. They told me to upload a screenshot of one of the pages and then declined the document. They are making fun of disrespecting the customer. It looks like a scheme to rob people. At least a great lack of competence and honesty is...

Agora anexei o PDF a uma das dezenas de mensagens mail que troquei com o suporte. Disseram para fazer o upload da captura de uma das páginas e depois recusaram o documento. Estão a gozar a a faltar ao respeito ao cliente. Parece um esquema para roubar pessoas. Pelo menos uma grande falta de competência e de honestidade é...

Sorted out. Thanks for the support. But they continue to lie. I asked for a special bonus to make up for the bad work. In email support, they said to talk to support in chat. In the chat they said they didn't have any bonuses.

Resolvido. Obrigado pelo apoio. Mas continuam a mentir. Pedi um bónus especial para compensar o mau trabalho. No suporte via mail, disseram para falar com o apoio no chat. No chat disseram que não tinham nenhum bónus.

I am afraid we are not in a position to ask the casino to give you any special bonuses, so this is not something we could help you with.

Since the main issue of this complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.