Hello

since 27.12.2022 NineCasino didn't pay out my funds. On this day i requested withdraw to my e-wallet (Jeton).

From that time, firstly they tell me to wait 5 business days to withdraw, so i wait and money have been not paid. After new year, they still cover up that there is a payment provider issue and can't provide specific timeframe, and it is already 21 days since withdrawal request.

All kyc things required was sent and accepted. It is 4th withdraw, and all previous was paid wihin hours (after cancellation and quick verification of ID, bank and e-wallet statment)

In attachment i have a screen with "wait" status and time of withdrawal. Any help would be greatly appreciated.

Dear ekspert21,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

hello,

the casino told me that they accepted my withdrawal on their system(i can't cancel withdraw)

they claimed that there is a issue related to payment provider issue

what is supsicious that from 21 days, after many live-chats they can't put any timeframe, when it can be resolved.

I withdraw 2 smaller withdrawals on 26 December and there wasn't any problem (got within 2 hours after quick verification), and after 27 Dec withdraw, suddently there is an issue they cannot fix ? i think this is unfair and if they want to, they would send money quickly as it was earlier

Thanks

Thank you very much, ekspert21, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you ekspert21 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NineCasino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello, dear Cordivani and Anonymized272!

According to our information the disputed amount was processed succesfully. Dear, Anonymized272 could you please confirm it?

Best regards,

NineCasino Team.

Dear Anonymized272,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.