Ninbet Casino - プレイヤーの出金が遅れている。

Hello,

after making an account at ninbet casino and depositing some money I made a few winnings. When I asked a wihtdrawal the casino wants to verify my documents, as usual.

the upload section on the website was erroring all the time so I’ve sent the documents to their support via email. After some days I saw my documents were checked at my account, but didn’t receive any confirmation by email.

I asked for a withdrawal several times but the casino don’t pay out anything, also not after my documents looks verified.

my withdrawal requests were rejected but the last one is still pending, for more than 3 days now.

the casino doesn’t react on my emails to their support, and the live chat isn’t reachable most of the day.

I want to payout my winnings, and if I have to upload more documents I want them to reply on my sent emails so I can take immediate action.

At this time I’m waiting for replies, and I am waiting for my money.

Dear Boyke123,

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

Hello,

thanks for your reaction. Is ninbet casino a legalized casino with a valid license?

I’ve never waited so long before withdrawing money. Also the absence of replies on my emails is very strange, isn’t it?

There should be a live chat function on their website but I never found where that is.

Is that normal?

Goodmorning,

I was playing at Ninbet casino last 2 weeks and made some winnings. But withdrawing money is impossible at this casino.

After verifying my account my withdrawal request is rejected for more than 10 times now. Live chat isn’t available on the website and the support desk isn’t replying on the emails that I’ve sent them.

Maybe you can help me to tell me where I can ask for my money? The casino is licensed by the government of Costa Rica, but I can’t find any contact options to send my complaint to. 

I’ve spoken to a chat representative two times now, but they don’t give me the reason why I can’t payout my winnings. After I ask for help the live chat connection is broken immediately and I can’t choose live chat after that for more than 3 days.

I’ve never received any welcome bonus or free spins, but the last time the chat host tells me I have to keep wagering before I can payout any money. When I asked her how many times I have to wager and what is the reason of the wagering issue, the chat was broken and I didn’t get an answer anymore. Also I did not receive any reply from the support after sending more than 20 emails to the support desk.

Please, can you help me?

With kind regards,

Johannes 

Thank you very much for your reply, Boyke123. Do I understand correctly that this was your first withdrawal attempt?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Ive sent you some screenshots by email.

the withdrawal request I made yesterday after support told me to make that request on Friday, is rejected again!

I really don’t know what to do anymore, and I am very sad.

Thank you very much, Boyke123, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Boyke123,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Ninbet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please tell us if you received all the necessary documents from the player to be able to verify their account? Could you please specify what are the reasons to reject the player's withdrawal requests?

In case you have any relevant evidence on the matter, please feel free to attach it here or send it to my email at natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

Hi Boyke123,

the casino representative has contacted me and informed that you have lost your balance before they could process your withdrawal request. Can you please confirm it?

Best regards,

Natalia

Hi Boyke123,

Would you please let us know if you still experiencing problems with the withdrawal of your funds or if you already lost the balance?

Regards,

Natalia

Dear Boyke123,

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.

Hello Natalia,

after more than 30 withdrawal requests that were cancelled by the casino, I lost my balance indeed. Ninbet is a fraudulent casino and never pays out any winnings a costumer makes.

The casino let’s you deposit money, but in case of any winnings the won’t payout a cent. They keep encouraging to keep betting! A chat representing said to me one time I just have to keep betting, and than my withdrawal requests would be processed someday.

there is no official license at a company where I can send my complaints to. This casino had to be shut down immediately.

Dear Boyke123,

I'm sorry to hear that you got so frustrated because of the canceled withdrawals and lost your balance. Unfortunately, we cannot keep your complaint ongoing since there's no balance in question anymore, though the reasons for such an action of yours are quite understandable. We always recommend that players wait until we get an explanation from casinos first and not play with the balance in the meantime. Since you have gambled your money away by your own decision while waiting for the casino's response here, we'll be forced to reject the complaint.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

Regards,

Natalia