NineCasino - プレイヤーの入金が遅れています。

i deposited 100 Euro 11 days ago, at the 17th December and still its nowhere to be found. Its now the 28th of december and all the supports says is that i have to wait. I highly think that this Casino is a Scam and that I wont See my Money. I deposited via Open Banking….. I demand answers!!!!

Dear LD_Loading, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Unfortunately, the payment provider hasn't contacted me either. So I don't know what to do or I just have to wait. It's been a week now...

Der Zahlungsanbieter meldet sich aber leider auch nicht bei mir. Deswegen weiß ich nicht was ich machen soll oder muss ich einfach abwarten. Das ist jetzt auch schon wieder eine Woche her....

Nothing has happened yet and the payment provider hasn't responded either..... I really don't know what to do

Es hat sich bis jetzt immernoch nichts getan und auch der Zahlungsanbieter meldet sich nicht..... Ich weiß echt nicht was ich machen soll

Is this the first time you have deposited money into this casino?

Please send me the following documents:

• deposit receipt
• screenshot of your transaction history in your casino profile
• communication with the casino customer support and the payment provider regarding the lost transaction
• the bank statement starting from December 17 showing all the transactions you made, including the deposit into this casino

My email address is veronika.f@casino.guru. Thank you for your cooperation.

I sent them an email. I still haven't received any money. And yes, I have already paid in and it was transferred to me, but with a different payment method

Ich habe ihnen eine Mail geschickt. Bis jetzt ist immernoch kein Geld angekommen. Und ja ich habe schonmal eingezahlt und da wurde es mir überwiesen, jedoch mit einer anderen Bezahlmethode

Thank you very much, LD_Loading, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Ok, will he then contact me via email?

Ok meldet sich dieser bei mir per Mail dann ?

Hello LD_Loading,

I am so sorry to hear your deposit got lost. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a NineCasino representative to join this conversation and participate in resolving this complaint.

Dear NineCasino,

Could you comment on the situation with the lost deposit?

Thank you in advance for providing the information.

Hello!

Thank you for bringing this matter to our attention. We genuinely value your feedback and are committed to working toward a resolution that benefits both parties.

After reviewing the account, we can confirm that the transaction is currently pending. To proceed with a further investigation alongside the payment provider, we kindly ask LD_Loading to provide a bank statement (in PDF format) covering the period from 17/12.

We appreciate your cooperation and look forward to resolving this matter as quickly as possible. Should you have any questions or require further assistance, please don’t hesitate to reach out.

Best Regards,

Nine Casino

I have sent them my bank documents. After all, it has already been a month, I ask for a quick solution, as I am constantly being told that I should wait....

Please help me

Ich habe meine Bank unterlagen ihnen zukommen lassen. Es ist jetzt schließlich auch schon 1 Monat vergangen, ich bitte auf eine schnelle Lösung, da mir die ganze zeit nur gesagt wird, dass ich warten soll....

Bitte helfen sie mir

Hello LD_Loading,

Could you provide the casino with the bank statement from December 17th 2024 till today?

Please let me know once you provide the casino with the document.

I'll be awaiting your reply.

Hello,

I have just sent my document and am now waiting for a response.

Hallo,

Ich habe bereits mein Dokument soeben abgeschickt und warte nun auf eine Antwort.

Dear NineCasino,

Could you let us know once you review the document provided by the Player?

I'll be awaiting your reply.

Dear All,

Thank you for your response.

We acknowledge receipt of the bank statement covering the period from 17.12 to 30.12. We have forwarded this document to the provider for their review and approval.

Should the document not meet their requirements, we may need an updated bank statement covering the full period from 17.12.2024 to today's date to proceed further.

We appreciate your understanding and cooperation as we work toward resolving this matter.

Best Regards,

NineCasino

I can provide this, just let me know

Dies kann ich gerne zur Verfügung stellen, lassen sie es mich einfach wissen

Hello,

Thank you for the quick reply.

Can you please send it?

Best Regards,

NineCasino

I'm trying to get this bank statement right now. Since these are always created at the end of the month, I'll have to see if this is possible.

I hope they can at least achieve something with the current bank statement.

I'll let you know if it works

Ich versuche diesen Kontoauszug gerade zu bekommen. Da diese immer am Ende des Monats erstellt werden, muss ich schauen ob dies machbar ist.

Ich hoffe mit dem aktuellen Kontoauszug können sie wenigstens schonmal was erreichen.

Ich melde mich falls es klappen sollte

Hello LD_Loading,

Please let us know once you provide the casino with the bank statement from December 17th 2024 till today.

I'll be awaiting your reply.

Hello,

I just got a message from Nine Casino Support. Maybe they're right that I have to wait, but I've been waiting for my money for about a month now. That's not normal and I'm just being told to wait, wait, wait... I just want my money now and not have to keep waiting.

Hallo,

Ich habe soeben die Nachricht vom Nine Casino Support bekommen. Vielleicht haben sie Recht dass ich warten muss aber ich warte jetzt seit circa 1 Monat auf mein Geld. Da ist doch nicht normal und mir wird nur gesagt warten warten warten..... ich möchte jetzt einfach mein Geld haben und nicht immer auf die Folter gespannt werden.

Hello LD_Loading,

Did you manage to provide the casino with the bank statement? Is the screenshot you provided us with the casino's response to the provided bank statement?

I'll be awaiting your reply.

On the website, the status has now been changed from payment pending to canceled, but I have not yet received any money back into my account.

I request a response from the casino about this. And yes, I have submitted everything

Auf der Website wurde nun der Status von Zahlung offen auf Abgebrochen geändert, jedoch habe ich noch kein Geld auf meinem Konto zurückgebucht bekommen.

Ich bitte um eine Antwort des Kasinos hierrüber. Und ja ich habe alles vorgelegt gehabt

Dear NineCasino,

Could you comment on why the player's withdrawal was cancelled?

I'll be awaiting your reply.

Dear all,

Thank you for responding.

After checking with the payment provider it was confirmed that the deposit is still in process on the provider’s side. We will kindly ask you to wait until they process it and once its done the funds will be received and visible in your account.

There have been no withdrawal requests from the player so far. Maybe LD_Loading is mentioning his last 2 deposits?

We are looking forward to your reply.

Best Regards,

NineCasino

Dear NineCasino,

I believe you are right, the player meant deposit, not withdrawal. Could you comment on why the player's deposit status was changed to cancelled?

I'll be awaiting your reply.

Hello,

Yes, I mean my deposit. It was all about the deposit... In any case, the status has now been changed to canceled, as in the screenshot, but the money is not back in my bank account, nor in my balance on the site. So the question is, where is it?

Hallo,

Ja ich meine meine Einzahlung. Es ging doch die ganze Zeit um die Einzahlung... Auf jedenfall wurde der Status wie im Screenshot jetzt auf storniert geändert, aber das Geld ist nicht auf meinem Bankkonto zurück, noch auf meinem Guthaben auf der Seite. Deswegen die Frage, wo ist es ?

Dear LD_Loading,

Thank you for the clarification.

Could you please provide us with a proof of deposit statement so we can check with the provider?

We are looking forward to your reply.

Kind Regards,

Customer Experience Manager

I have already provided proof. Don't you communicate with each other somehow, please

Ich habe doch schon längst einen Nachweis geliefert. Wird bei ihnen denn nicht irgendwie miteinander kommuniziert also bitte

Dear NineCasino,

Did you receive proof of deposit from the player?

I'll be awaiting your reply.

Dear all,

Thank you for your cooperation.

The transactions failed on the payment provider's side. The funds will be returned to the bank account within 5 banking days!

Let us know if you have any additional questions.

Best Regards,

NineCasino

Dear NineCasino,

Thank you for your response and the information provided.

Hello LD_Loading,

Could you let us know once you receive the refund in your bank account?

I'll be awaiting your reply.

I haven't gotten my money back yet. Let's see how it looks tomorrow.

Bis jetzt habe ich mein Geld noch nicht wieder bekommen mal schauen wie es morgen aussieht.

Hello LD_Loading,

The casino gave us a time frame of five banking days. Let's wait for the funds till they arrive in your account.

Please, keep us updated.

More than 5 working days have passed. I was sent the message about the 5 working days last Monday, but nothing has arrived in my account yet. Why do you always have to insist on an answer and follow up? Is it so difficult to stick to the time frame you tell the customer?

Es sind jetzt schon über 5 Werktage vergangen. Mir wurde die Nachricht mit den 5 Werktagen letzte Woche Montag gesendet, bis jetzt ist nichts auf dem Konto angekommen. Warum muss man hier immer auf eine Antwort bestehen und nachhaken, ist das so schwer den Zeitraum den man dem Kunden erzählt einzuhalten?

Two weeks have now passed and I am again being asked for a bank statement. I am slowly starting to feel like I am being taken for a ride and simply kept waiting.

Es sind nun 2 Wochen vergangen und erneut wird von mir ein Kontoauszug verlangt. So Langsam fühl ich mich echt veräppelt und einfach nur hingehalten

My money is still not here. It has been 2 weeks now

Mein geld ist immernoch nicht da. Es sind jetzt 2 Wochen vergangen

Hello Could someone please answer me

Hallo Könnte mir bitte jemand antworten

Hello LD_Loading,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear NineCasino,

Could you state why the player hasn't received any funds from your side? He was promised to receive the funds in five business days.

I'll be awaiting your reply.

By the way, I still haven't received the money. I have already sent bank statements.... It's been over 2 months since I've been waiting for my money

Ich habe das Geld übrigends immernoch nicht bekommen. Bankauszüge habe ich bereits geschickt gehabt.... Es sind jetzt schon über 2 monate seitdem ich auf mein Geld warte

Dear All,

We sincerely apologize for the inconvenience.

We have followed up with the payment provider once again and are currently awaiting their update. As soon as we receive further information regarding the delay, we will inform you immediately.

We appreciate your patience and understanding.

Best regards,

NineCasino

This is all dragging on and on. This can't be true. I was promised 5 days and it took 3 weeks. And the only answer I got was, please wait. Somehow I don't find this very trustworthy.......

Das alles zieht und zieht sich. Das kann doch nicht wahr sein. Mir werden 5 Tage versprochen und es sind wieder 3 Wochen. Und als einzige Antwort wird, bitte warten sie gegeben. Irgendwie finde ich das hier nicht sehr vertrauensvoll.......

Dear Nine Casino,

Please, let us know as soon as possible as the issue remains too long.

I'll be awaiting your reply.

Dear all,

We understand that the matter is taking too long and we are not happy about it as well, but please understand that the funds were sent from our side. We are waiting for the payment provider to resolve and provide further updates on why the transaction was not delivered.

We hope for your understanding.

Best Regards,

NineCasino

Dear NineCasino,

Thank you for your quick response and the information provided.

Please let us know once you have any news from the payment provider.

I'll be awaiting your reply.

Well. The Casino wrote me an email where they said that the funds should be on my Account. As far as i can see ok my Bank Account there is no Money returned from the Casino. So What is this? Which Bank Account did they Sent the Money too because its Not on my Bank Account. I already sent them multiple Bank statements. Like wtf is this I cant anymore

This is the fourth time I have been asked to send a bank statement. It costs me time and money every time to send this bank statement. I was also told by email on Saturday that the money should be in my account, BUT IT IS NOT. I am slowly losing my nerve. I am asking the agent from Casino Guru to put pressure on me. My money has been missing for 2 months and I have been waiting for a month for my refund, which I was promised within a week.....

Ich wurde nun zum 4ten mal aufgefordert einen Kontoauszug zu schicken. Es kostet mich jedes mal zeit und Geld diesen Kontoauszug zu schicken. Mir wurde per Email außerdem am Samstag gesagt, dass das Geld auf meinem Konto sein sollte, IST ES ABER NICHT. So langsam verliere ich die nerven. Ich bitte den Agent von casino Guru jetzt mal Druck zu machen. mein Geld fehlt seit 2 Monaten und seit 1 Monat warte ich auf meine Rückzahlung, welche mir innerhalb 1 Woche versprochen wurde.....

Dear LD_Loading,

We understand your frustration, and we sincerely apologize for the inconvenience this has caused.

Three days ago, the payment provider confirmed that the funds should have been returned to your account. However, in order to investigate further, they require an up-to-date bank statement each time to verify that the funds have not been received. This is a necessary step to provide proof and push the provider for further action.

We appreciate your cooperation and assure you that we are doing everything possible to resolve this matter as quickly as possible. Please provide the latest bank statement so we can continue our investigation with the provider.

Best Regards,

NineCasino

Hello LD_Loading,

Could you please follow the casino's instructions and provide them with the bank statement? Please let me know once you do that.

I'll be awaiting your reply.

So the money is still not in my bank account. It's been over 2 months now...

Also das Geld ist immernoch nicht auf meinem bankkonto. Es sind jetzt schon über 2 Monate vergangen....

Hello LD_Loading,

Did you manage to provide the casino with the bank statement?

I'll be awaiting your reply.

I will submit the bank statement again at the beginning of next week as I only do it monthly. But I ask you to take action then in case the casino just has excuses again. I have been waiting for my money for over 3 months!

Ich werde den Kontoauszug am Anfang der nächsten Woche nochmal vorlegen da es bei mir nur monatlich geht. Ich bitte sie aber dann Maßnahmen zu ergreifen, falls das Casino wieder nur Ausreden hat. Ich warte seit über 3 Monaten dann auf mein Geld!

Hello LD_Loading,

Did you manage to forward the bank statement to the casino support?

I'll be awaiting your reply.

Yes. I have just submitted the new bank statement. I hope you understand me when I say that this will be my last submission. I have been waiting for my money for 3 months. I no longer care how I get it, but I just want it back. I demand payment! And not all this back and forth writing with excuses etc. I hope that is clear now and I also hope that they take a tougher approach, because I am fed up with it....

Ja. Den neuen Kontoauszug habe ich soeben eingereicht. Ich hoffe sie verstehen mich, wenn ich sage dass das aber meine letzte Einreichung sein wird. Ich warte seit 3 Monaten auf mein Geld. Langsam ist mir egal wie ich es bekomme aber ich möchte es einfach wieder haben. Ich fordere eine Zahlung ! und nicht immer dieses Hin und Her Geschreibe mit Ausreden etc. Ich hoffe das ist jetzt klar und hoffe auch dass sie da etwas härter durchgreifen, denn ich bin es satt....

Hello?

Hallo?

Dear NineCasino,

Did you manage to provide the document to the payment provider? Could you let us know about the outcome?

This matter is already taking too long. The player was promised to receive the funds six weeks ago. If you do not resolve the issue this time, I am afraid, I will be forced to close the complaint as unresolved, which might lower your safety index on our website.

Your understanding is much appreciated.

Yes. I have submitted everything. There is no reason to keep me waiting any longer....

Ja. Ich habe alles vorgelegt. Es gibt keine Grund mich noch warten zu lassen....

Hello!

We understand your frustration and sincerely apologize for the delay.

We have received the documents and have provided the necessary proof to the payment provider. Our designated team is actively working on the case, and we will share an update as soon as possible.

As we are not a financial institution, the casino cannot process direct transactions to and from players' bank accounts. Instead, we rely on third-party payment providers.

The issue originates with the payment provider, and we are doing everything possible to resolve it as quickly as we can.

Thank you for your patience and understanding.

Best regards,

NineCasino

As always..... You are forced to wait and then in a month you get a request for another bank statement. I'm really getting annoyed

So wie immer..... Man wird zum warten verdonnert und in 1 Monat kommt dann wieder die Aufforderung nach einem erneuten Kontoauszug. Ich bin langsam echt genervt

still no sign of a response.....

immer noch keine Anzeichen für eine Rückmeldung.....

Dear NineCasino,

Do you have any news from the payment provider?

I'll be awaiting your reply.

Dear LD_Loading,

We sincerely apologize for the extended wait time in resolving your case. This was an exceptional situation, and we truly appreciate your patience and understanding throughout the process.

We have credited the 100 EUR deposit to your casino account.

Please rest assured that we have everything under control and are continuously working to improve our processes to prevent similar situations in the future. We hope that your future experience on our platform will be nothing but positive.

Best Regards,

NineCasino Team

Okay, thanks. I still don't understand how this took so long. I hope I can at least withdraw the money quickly now.

Ok danke. Ich verstehe trotzdem nicht wie dies so lange dauern konnte. Ich hoffe ich kann das Geld jetzt wenigstens schnell auszahlen.

Hello LD_Loading,

Do I understand the situation correctly that your issue was resolved and I can close the complaint as resolved?

I'll be awaiting your reply.

Dear LD_Loading,

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.