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I submitted a refund request five days ago, and I provided all the requested documents but have yet to receive any response or the mentioned refund?

My initial withdrawals were quick, but this time there seem to be countless problems and zero solutions!

The amount in question is 540€, which I really need!

On the chat, there's lots of talking - even good talking - but they do not address my concerns! Very unfortunate!

Fiz um pedido de reembolso já faz 5 dias, enviei todos os documentos solicitados e até agora não obtive qualquer resposta nem o dito reembolso?

Oa primeiros levantamentos foram rápidos mas este arranjaram 1001 problemas e zero soluções!

São 540€ em causa que me fazem bastante falta!

No chat falam falam e até falam bem mas não respondem ao pretendido! Muita pena!

Dear sandramatos880,

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 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,

Petronela

The problem is that the refund request was made at the time I requested my self-exclusion.

O problema é que o pedido de reembolso foi feito no momento em que fiz o pedido da minha auto exclusão.

I fully understand your frustration, sandramatos880. However, I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Thank you very much for your availability, attention and intervention 🫶

Muitíssimo obrigada pela vossa disponibilidade atenção e intervenção 🫶

Hello sandramatos880,

Have there been any developments since our last conversation, please? 

Hello

No, I still haven't received any kind of response to my case 😔

Olá

Não, ainda não obtive qualquer tipo de resposta ao meu caso 😔

Thank you very much, sandramatos880, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi sandramatos880,

I've just reviewed your case and am sorry to hear about your struggles with getting a refund. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear NineCasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's refund request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Thank you very much

Muito obrigada

Hello, dear Player

Kindly provide your missing credentials in text, not in the image, this is requirement by responsible department for further processing of refund

Best regards,

NineCasino Team

I'm sorry, but can you specify what credentials you want?

And how do you want them?

Peço desculpa mas pode-me especificar que credenciais querem?

E como as querem?

Do you want all my credentials in text written by me? Is that it?

Querem em texto escrito por mim as minhas credenciais todas será isso?

Good morning Ninecasino

I just sent all my documentation again. From the ATM card to the identification card. My address on proof, proof of IBAN and I wrote all this information by text!

Thank you for your prompt response, it's been a long time!

Bom dia Ninecasino

Acabei de enviar novamente toda a minha documentação. Desde o cartão de multibanco como o cartão de identificação. A minha morada em comprovativo, comprovativo da IBAN e escrevi por texto toda essa informação!

Agradeço prontidão na resposta, já se passou bastante tempo!

Dear sandramatos888, could you please share any updates if you received any reply from the casino after sending the documents again?

Hello

I didn't get any response either by email or here 😔

Olá

Não obtive qualquer resposta nem por email nem por aqui 😔

Dear NineCasino Team, could you please check if the email with the data requested from the player was received?

Dear Sandra,

We sincerely appreciate your bringing the matter to our attention, and we apologize for any inconvenience you may have experienced. Our team is diligently investigating the issue, and we want to assure you that the refund process is currently underway. We understand the importance of a swift resolution and appreciate your patience as we work to address this matter promptly.

If you have any further concerns or questions, please feel free to reach out to our customer support team, and we will be more than happy to assist you.

Thank you for your understanding and continued support.

Best regards,

NineCasino Team

Casino Guru as you can see, they are responding in "automatic mode" as it does not answer your question, much less mine!

We've been at this for 1 month and a half

I have already sent my citizenship card

I sent a selfie holding my citizenship card

I sent proof of address

My NIB and my IBAN

Along with various proofs of the same

I sent a photo of my debit card

The address of my bank entity.

I have already sent them several emails and have not received any response. Not even receiving the documents or anything 😔

The money belongs to me and I really miss it!

Ninecasino I await a response as soon as possible

Casino Guru como podem ver, estão a responder em "modo automático" pois não responde à vossa questão e muito menos à minha!

Estamos nisto há 1 mês e meio

Já enviei o meu cartão de cidadão

Enviei uma selfie a segurar o meu cartão de cidadão

Enviei comprovativo de morada

O meu NIB e o meu IBAN

Juntamente com vários comprovativos dos mesmos

Enviei fotografia do meu cartão de débito

A morada da minha entidade bancária.

Já lhes enviei vários emails e não obtive qualquer resposta. Nem da recepção dos documentos nem de nada 😔

O dinheiro pertence-me e faz-me bastante falta!

Ninecasino aguardo resposta o mais breve possível

Dear NineCasino, I'd like to ask you to set a deadline for when the player can expect the refund to be processed from your side. It's been 2 weeks since the player submitted her documents again, so any progress would be very appreciated.

Good afternoon casino guru

I would like to inform you that the situation has finally been resolved. I know it was thanks to your help 🙏🙏🙏

Thank you very much

Boa tarde casino guru

Gostaria de vos informar que a situação foi finalmente resolvida. Sei que foi graças a vossa ajuda 🙏🙏🙏

Muito obrigada

Dear sandramatos880,

Thank you for the updates, I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru