NineCasino - Der Spieler geht davon aus, dass sich die Auszahlung verzögert.

So, I deposited and withdrew money several times, there have never been any problems. Last week, out of nowhere, their operator blocked all my accounts with this software (ninecasino, betonred, spinmama etc.). What's worse, I have over 500 euros frozen at Nine Casino, and they're in no hurry to return it to me. Initially, they didn't want any documents; they just told me to wait. When I started pressing for a refund, they wanted a statement from my Skrill account, and on Saturday, a bank statement. When I messaged them again today to request a refund, they asked me to send them the same documents I'd already sent them! This company is a complete mess! I haven't had a similar experience in over a decade, and they're behaving like thieves. I hope that by writing this post, I'll be able to move my case forward and they'll finally give me my money back.

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Dear avdm,

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

Dear avdm,

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.

Problem is solved. Today they finally finished verification process, and accepted my withdraw

Dear avdm,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila Gorkij

Casino.Guru