K9Win Casino - プレーヤーが出金の問題が発生しています。

hi team

My mother got suddenly heart attack.need to do bypay surgery. Now suddenly your team not allowing withdraw my money.i am playing last 2 month. Pls Ave my mother.if delay my mother will die

I am from india. India k9win link is k9inr.com. My username is RRKMECH when I am submitting a withdrawal request on 19/07/23 then my withdrawal is cancelled next when I contact on live the told me call the whatsapp number. Then a k9win india staff telling me show your identity documents. I am providing all documents. Next day when I placed a withdrawal then told me your account need 14 days for veryfication processing.but during emergency these allnotvcorrec. when I contact in live chat thay told me your reports is not coming please wait. When I contact k9win india manager they ignore my sms and what's app call also same as affiliate agent. If the k9win is a trusted company plz check my problems and solve it.

R. K.

Dear suncityslm,

Thank you very much for submitting your complaint. We are sorry to hear about the issue 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Dear suncityslm,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of RRKMECH. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear RRKMECH,

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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

Sending now

Thank you for the files. Has the casino approved any of your verification documents?

Yes approved.only approval pending

Could you please send me the screenshot of the pending withdrawal in your account?

It is rs 750000..i can't able to open my account

Do I understand correctly that you are unable to access your account? Does it mean that the casino has blocked your account?

Yes unable use account.. unable to withdraw money.

Has the casino informed you about the reason your account got blocked? Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru.

No such communication of bloking. My account not blocked.They asking to share and upload documents.i have completed. They are telling headquarters has to approve.means you have approve.

Please bear in mind that we are not the casino's headquarters. Casino Guru offers independent mediation services, which means that we deal with complaints from players who feel wronged by online gaming establishments.

I would also kindly like to ask you to stop submitting new complaints on our platform regarding this issue. You already have this one in progress. We cannot solve several complaints regarding the same problem by one player. Thank you for your understanding.

Previously, you stated that your account was verified. However, in the last message, it seems that you only sent the requested documents, but you are still waiting for their approval. Am I right?

I submitted documents multiple time and approved also. Only want account approval to play and approve to withdraw

Thank you very much, RRKMECH, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks lot . Mother operation to be done money urgently need

Urgent

If further delay i will approach crimie branch police that you are going to cheat me

Hello, RRKMECH,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite K9Win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear K9Win Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account, if it is blocked at all?

Has the disputed account been fully verified? If yes, what is the estimated time frame to process the payment?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear RRKMECH,

Unfortunately, we are not able to force the casino to cooperate in resolving the complaints, and no one has contacted us until now.

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and there is no other option than to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option on how you can try to resolve your issue or speed up the process - I recommend that you contact the authority - PAGCOR/Philippines (https://www.support.pagcor.ph/contact-us.php) and submit a complaint to them. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. However, please note we have not received any confirmation about the license validity, so it is possible that the casino does not have any valid license.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru