Nine Casino - 決済が遅延しているとのクレームがあります。

Withdrew £200 on 21/10/25 and still have not received it. I proceeded to withdraw 3 times after that and received them right away. Each time I contact the casino I am no further forward , this happened before and they reversed the payment back to my balance , can you please help

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Dear Kmatt88,

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

Hi it has been 14 days and i still have not heard from casino and not received the money either

Dear Kmatt88,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi I still have not received the money and I have contacted the casino on number occasions , and given them proof of my bank statement - so still waiting

Dear Kmatt88, thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Have you made any successful withdrawals before?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Best regards,

Attila G.

Hi so yes I made 2 successful withdrawals after the one I’m still waiting on , then I have proceeded to make another 3 withdrawals which I am still waiting on , the ones that came through to my bank were bank transfer the other withdrawals are made using sepa, and I am still waiting on these , my account is fully verified also will upload screenshots the payment on the 21/10 is showing as paid and I sent nine casino my bank statement as I have not received it but I received the other two

Just a update i am now waiting on a

£200 withrawal still from 21/10/25

£300 withdrawal from 05/11/25

£300 withdrawal from 05/11/25

£600 withdrawal from 06/11/25

i understand the withdrawals in november i will have to allow the 14 days

Dear Kmatt88, thank you for the information. Do you have any updates in regards to your latest withdrawals?

Best regards,

Attila G.

I have bot heard any reply from the casino at all I asked daily and they just say they have escalated to the correct department they will be in touch but I’ve not had word back

Dear Kmatt88

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila Gorkij

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite NineCasino representative to join this conversation.

Dear NineCasino,

Could you please provide clarification regarding this case?

Thank you in advance.

Still waiting on all withdrawals from this

Dear player,

Have you received any withdrawals since your last message?

I have now received my money thank you

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kmatt88,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Mirka