NineCasino - 決済が遅延しているとのクレームがあります。

I opened an account with ninecasino.com, so they offered me i think a sign up/welcome bonus with free spin, and fortunately I won from the free spin, but they gave some watering requirements on the Winning bonus money and I'm fortune again I won after I successfully completed the wagering requirements, so I tried to withdraw after it has becomes real money in my balance, so they told me I haven't made a deposit yet, so I contact them I need to complete KYC verification first, when I did provide them all the necessary documentation and they verified my account after 24hours.....so I processed with the deposit with my Skrill account, I deposited $50 BRL, because that's my favorite currency on the ninecasino.com, so after the deposit I completed the watering requirements again, then request for a withdrawal of $300 BRL since July 6, 2025 and up till now they didn't processed my withdrawal and I noticed they're no progress from the withdrawal status....I've contact the customer service they requested more documentation from, a selfie with my ID, proof of address, proof of deposit. Which I did provide all the documents. And they told me the responsible team will contact me via email once they're done reviewing my documents, since past 6 days I have been contacting them all the agent keep giving same excuses, they'll lied to me they've escalate my issues to the responsible team, for over 5 days ago, so I noticed they're not willing to pay out my winning even after I deposited my money and completed all the wagering requirements, I had more than 500 BRL because I won big from the free spin, and I've lost part of the money after continuing playing with them, so I request for $300 BRL Withdrawal and they took the money from my balance and failed to processed my request please I need assistance

Dear player,

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, 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Please my disputed amount is $300 BRL not $50 BRL,,,,please help me to correct the disputed amount, it's $300 BRL not $50 BRL

Disputed amount is $300 BRL

Dear player,

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.

Dear player,

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