NineCasino - Игрок считает, что вывод его средств задерживается.

Good day,

I requested my withdrawal on March 13th, and on March 14th? Was it confirmed by Ninecasino? I then waited the five business days (the maximum time) and still nothing. In the live chat (last Thursday), they said a ticket would be created and that I would receive a response shortly. But I have not heard anything yet. So I check in every day and ask. Their answer is, "We are waiting for a response from your payment provider." Now, a week later, I am still getting the same response. So I contacted my bank myself and received a response within minutes. They said there was nothing they could do. I also sent an email to Ninecasino support, but received no response either. The support team always gets the same automated messages, and the chat always closes when I ask for proof of contacting my payment provider, etc. I have never experienced anything like this in all my years of playing, and I have played on really dubious sites!

Guten Tag,

Am 13.03 habe ich meine Auszahlung beantragt, am 14.03? Wurde Sie von Ninecasino bestätigt. Habe dann die 5 Werktage gewartet (die maximal Dauer) und es war immer noch nichts da. Also im Livechat (letzte Woche Donnerstag), es hieß es würde ein Ticket erstellt werden und das ich in kürze eine Antwort bekomme. Es kam aber bis heute nichts. Also täglich mal rein und fragen. Deren Aussage „Wir warten auf eine Antwort von Ihrem Zahlungsanbieter". Jetzt eine Woche später kommt immer noch die gleiche Aussage. Also habe ich selber meine Bank kontaktiert und hab innerhalb von Minuten eine Antwort bekommen, diese meinten Sie können nichts machen. Habe auch eine Mail an den Support von Ninecasino geschickt, aber auch keine Antwort bekommen. Im Support immer die gleichen automatisierten Nachrichten, Chat wurde auch immer geschlossen als ich für Nachweise für die Kontaktierung meines Zahlungsanbieters gefragt hab usw. noch nie sowas in all meinen Jahren erlebt und ich hab schon auf wirklich dubiosen Seiten gespielt!

Dear Alphyaa,

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


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.

KYC etc. is up to date. Tomorrow will be exactly 14 days. According to them, the money was transferred a long time ago, and no problems with my account were mentioned.

KYC etc. Ist aktuell. Morgen sind genau 14 Tage rum. Laut deren Aussage wurde das Geld aber auch schon lang überwiesen und es wurden keine Probleme mit meinem Konto genannt

Update:

I have received an Email that my Withdrawal failed. They didn‘t told me any Reason and the Money got charged back to my Account. However a few hours ago they told me they were waiting for my bank to reply and that everything is correct from their side and the money has been paid a few days ago. So I went to the Live Support. The Translation was so bad and the Support (for what ever Reason spammed Hearts) and congrats me etc. this made me really rage, never had such a bad support in any Casino. The support didnt even understand when I explained couple of times and changed to english. So I started again with a new support. They told me the money has been paid today??? but it was on my Account? It is just super weird and fishy. Then I explained and they told me they don‘t know why it got cancelt and after long writing they told me to make a new withdrawal so I did. I asked again why it got cancelt and then she told me my verification wasnt complete? But you cant withdraw when its not complete and the webseite showed me all time that im completly verified and I even got a Mail for that. On the Withdrawal process its get checked and there was nothing. Also all supports the past days told me everything is fine, it got paid buy us, we are waiting for a reply from your bank etc.

they also asked me like 5 times for bank statements

when you ask me this is super super fishy and I never experienced something like this. I provided you screenshots. Also when they dont wanna answer your questions anymore they just close the chat. Super unprofessional

Dear Alphyaa,

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.