NineCasino - プレイヤーの撤退が遅れています。

I won €4200 and would like to withdraw it. The terms and conditions state that processing the withdrawal takes a maximum of 24 hours. As of now, I have been waiting since 30.01.2025 and have still not received any information about the withdrawal. I am asking for help, I want my money.

Ich habe 4200€ gewonnen und möchte diese auszahlen. In den Geschäftsbedingungen steht maximal 24 Stunden dauert die bearbeitung der Auszahlung. Ich warte mittlerweile seit dem 30.01.2025 und habe immer noch keine Auskunft darüber bekommen was mit der Auszahlung ist. Ich bitte um Hilfe, ich will mein Geld.

Dear FinnPe03,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NineCasino.

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,

Tomas

Hello, now they have blocked my account with a balance of 2089€. How can I now proceed to get my money?

Hallo, nun haben sie mein Konto gesperrt mit einem Guthaben von 2089€. Wie kann ich nun vorgehen um mein Geld zu bekommen?

I am sorry to hear about the recent developments regarding your account and payout.

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? Did the casino cite any terms and conditions?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Hello, I'm blocked, or rather my account has been suspended since February 6, 2025. They didn't give a reason and I won my money through a casino without a bonus. So it was all real money. I'll attach a picture.

Hallo, ich bin gesperrt, bzw. ist mein Konto suspendiert seit dem 6.2.2025. Sie haben keinen Grund genannt und mein Geld habe ich gewonnen durch Casino ohne Bonus. Also alles Echtgeld. Ich füge einmal ein Bild hinzu.

They also ignore my emails.

Außerdem ignorieren sie meine mails.

I've been waiting for my payouts for 2 weeks now. I haven't received a single response from ninecasino. I've been on the live chat every day but they haven't helped me there either.

Ich warte jetzt seit 2 Wochen auf meine Auszahlungen. Es kam nicht eine Antwort von ninecasino. Im livechat war ich auch jeden Tag aber da wurde mir auch nicht geholfen.

Thanks for your replies and explanation.

• Could you please specify which games you played? Which slots, or providers, which live games?
• Have you completed account verification?
• Have you submitted any documents required for verification so far?

Please let me know.

Yes, I have completed the account verification. I have played Le Bandit by Hacksaw Gaming. Yes, I am fully verified.

Ja die Konto Bestätigung habe ich abgeschlossen. Ich habe Le Bandit gespielt von Hacksaw Gaming. Ja ich bin vollständig verifiziert.

Thank you very much, FinnPe03, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear FinnPe03,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the NineCasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear NineCasino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the suspension of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello!

Additional verification is required, and we kindly ask you to upload the necessary documents to your profile.

We require a document (or documents) for the cards used in the casino, confirming the transfer of funds you deposited. The specific document needed depends on the payment method used and may include a PDF bank statement or e-wallet statement from the last three months.

If you are unable to retrieve this document through mobile banking, you can contact your bank’s support team or visit a branch in person. Banks retain account and card information for several years and are required to provide you with such a document upon request.

Please note that your account has been suspended due to multiple chargebacks on your transactions. Chargebacks may indicate potential fraud or dissatisfaction with services, and we take these matters very seriously.

Thank you for your patience and understanding!

Best Regards

NineCasino

Dear NineCasino,

Thank you for your response and clarification.

Dear FinnPe03,

Have you reviewed the casino's latest post? Could you confirm whether you have complied with their instructions and submitted the requested documents?

Thank you.

Yes, I have submitted the requested documents.

Ja ich habe die angeforderten Unterlagen eingereicht.

I want my money. They won't pay it out. They want bank statements that prove my deposits. I told them that my bank account is frozen and I only have paper statements, but they refused.

Ich will mein Geld haben. Die zahlen es nicht aus. Sie wollen Kontoauszüge haben die meine Einzahlungen belegen. Ich habe denen gesagt das mein Bankkonto gesperrt ist und ich die Kontoauszüge nur per Papier habe und diese werden abgelehnt.

Dear FinnPe03,

Just to clarify the situation - if your bank account is frozen, where do you expect to receive your funds?

My bank account is blocked, but I have a new one. And at Ninecasino, I have €2,000 that I'd like to withdraw to my new bank account. However, Ninecasino wants me to upload bank statements from my old bank account. I did that, and I received them in paper form from my old bank. I uploaded everything, and they rejected it and aren't paying me my money. I'm asking for my money to be withdrawn.

mein Bankkonto ist gesperrt, ich habe aber ein neues. Und bei ninecasino habe ich 2000€ die ich gerne auszahlen möchte auf mein neues Bankkonto. Ninecasino allerdings will das ich Kontoauszüge von meinem alten Bankkonto hochlade. Das habe ich auch gemacht in Papierform habe ich diese bekommen von meiner alten Bank. Ich habe alles hochgeladen und sie lehnen alles ab und zahlen mir mein Geld nicht aus. Ich bitte darum mein Geld auszuzahlen.

Dear NineCasino,

Could you please clarify the situation regarding chargebacks on the player's transactions? Were these chargebacks initiated directly at your casino, or was this information obtained from an external source? Additionally, could you provide any relevant evidence to support this claim by sending it to my email at jakub.m@casino.guru?

Thank you for your assistance. I look forward to your response.

Dear, Kubo!

We still require a source of funds for the cards used in the casino, confirming the transfer of funds you deposited. The specific document depends on the payment method used and may include a PDF bank statement or e-wallet statement from the last three months.

Additionally, we have provided all relevant details regarding the chargebacks and verification requirements via email. Please review the information at your earliest convenience.

Kind Regards,

NineCasino

Dear NineCasino,

Thank you for your clarification.

Dear FinnPe03,

I understand your situation. However, banks typically issue monthly bank statements and send them via email. Don't you have access to any of these statements?

Additionally, could you clarify the reason for your bank account being blocked? Was it a decision you made yourself, or was it blocked by the bank?

Looking forward to your response.

I don't have access to these, which I've already told ninecasino several times. And the bank has blocked my account without giving me a reason.

Ich habe kein Zugriff auf diese was ich ninecasino schon mehrmals gesagt habe. Und die Bank hat mein Konto gesperrt ohne mir einen Grund zu nennen.

For three months I have been trying to explain to them that my bank only provides me with paper bank statements.

seit 3 Monaten versuche ich denen zu erklären das meine Bank mir die Kontoauszüge nur in Papier zur Verfügung stellt.

I still have €2,089, so they should at least pay me that. Ninecasino has already deducted the money that was refunded.

Ich habe noch 2.089€ dann sollen sie mir das wenigstens auszahlen. Das Geld da zurückgebucht wurde hat ninecasino mir schon abgezogen.

Dear NineCasino,

The player's email from the bank confirms that they do not issue PDF bank statements. However, they have offered to provide paper statements instead. Would it be acceptable for you if the player submits photos of these paper bank statements?

Thank you for your consideration.

Hello!

The user's paper bank statement has been successfully accepted. We kindly request FinnPe03 to submit a withdrawal request for the remaining balance to be transferred to a verified bank account. If the bank account has not yet been verified, it must be verified prior to processing the withdrawal.

Best regards,

NineCasino

I have submitted a withdrawal request and will let you know as soon as I receive my money.

Ich habe ein Auszahlungsantrag gestellt und werde Bescheid geben sobald ich mein Geld bekommen habe.

Dear FinnPe03,

Your withdrawal requests have been successfully processed on our end. Please note that bank transfers may take up to five banking days to reflect in your account.

Best regards,

NineCasino

Dear NineCasino,

Thank you for conducting the prompt review of player's documents and for processing the payout.

Dear FinnPe03,

Please let me know once you’ve received your funds.

Thank you.

I have successfully received my money. Thank you for your help.

Ich habe mein Geld erfolgreich erhalten. Ich bedanke mich für die Hilfe.

Dear FinnPe03,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here). An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo