Nine Win Casino - O levantamento dos prémios dos jogadores está atrasado.

I tried to withdraw funds on Friday, but this was rejected due to not verifying my account. I did this immediately and this was shortly accepted and my account fully verified.

After this, I have made 3 withdrawal attempts. All of which have been rejected.

I spoke to live chat and they told me to try again. I went to do this, only to see that my account has been suspended.

I am now unable to access live chat nor speak to anyone from the casino.

This is unacceptable.

Dear emmablou,

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

Thank you for coming back to me, as you will see from the screenshots attached, my account has been suspended and I am unable to withdraw. Please can you advise.

Thank you for your reply, emmablou. Could you please advise which games you focused on - slots, live casino, sports betting, etc.? Did you accumulate your winnings with or without an active bonus?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear emmablou,

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.