Nine Casino - 決済が遅延しているとのクレームがあります。

Hello few days ago I was playing in Ninecasino and got lucky last few days and make a balance of 12000 euro.

I make all necessary verification as requested but the casino and I am trying to make and withdrawal as per casino daily limit. As of now my account is fully verify but casino still cancel my withdrawal. And not request any additional documents that I fully ready to provide.

Dear icolinohh,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Good evening, and thank you for your reply. I understand that is taking time withdrawal to be processed but in my case after I submitted my request for withdrawal in 24h have been cancelled by the casino. And this happened few time already even I submitted all required documents.

Kind Regards

Hristo

Dear icolinohh, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear Dominika,

Good morning and thank you for your reply.

As per your request please see below:

1. I never make successful withdrawal before

2. I pass all the verification process I will attach all the screen shots from my account.

3. All the winning are accumulated without bonus and all the amount was wager as per casino rules and regulations.

I will send all communication with the casino over the email.

Thank you

Kind Regards

Hristo

Dear icolinohh, to better understand the situation and proceed with your complaint, I kindly ask you to confirm the following:

Are you making the withdrawal to a bank account in the same country as your country of residence?

Does this country match the one you entered during the registration process at the casino?

Did you enter only personal information during registration that you are able to verify with valid documents?

Dear icolinohh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru