Nine Casino - Die Rücknahme des Spielers hat sich verzögert.

Dear Casino Guru Team,

I would like to file a complaint against Nine Casino regarding a delayed withdrawal.

I requested a withdrawal via MiFinity, and it has now been pending for several days (over 7 days). Before that, my withdrawal requests to Revolut were rejected without a valid explanation.

Since then, I have been in constant contact with the casino support, but I am only receiving generic responses such as "your request is under review" or "please wait". No specific reason or timeframe has been provided.

I have already submitted all required documents and completed the verification process, so there should be no reason for this delay.

This situation is very frustrating, and I am concerned about whether I will receive my funds at all.

I kindly ask you to investigate this case and assist me in resolving this issue as soon as possible.

I can provide all necessary evidence, including screenshots of my account, withdrawal request, and communication with the casino.

Thank you very much for your help.

Best regards,  

Dejan

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Deko_66,

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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of 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

Petra

Dear Deko_66,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru