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

On 16th, 17 and 18th August, I requested 3 withdrawals of 1000 each. After a painful account verification, sent in copy of my passport, debit card, and bank statement they marked my account verified and they marked my WDs as approved. Their customer services keep saying that money have been sent and I need to wait for 5 days. A bank transfer does not take 5 days. I asked for a bank swift message and they told me I need to wait for the 5 days. I feel to be a victim of a scam

Dear asando34,

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

Hi,

This past Friday they asked for my bank statement from 19th August apparently to open a case to their payment provider.

They keep saying that they needed to wait for 5 business days to escalate to their payment provider. They do not disclose who their payment provider is.

This morning I contacted them and their agent told me that it was escalated but the 5th day was today.

No money received. It seems a scam and I told them that if I do not receive my £3000 winnings by today, I will contact them to ask for my total deposit of £700 or I will ask for my bank to charge back.

I asked for who is their regulator and their agent kept repeating to read T&C. I did read it and there is no trace anywhere of the Regulator name.

This is a scam.

I have all the copy of my latest chat since the issue started.

Thanks

Hi

This needs to escalated ASAP.

Today they emailed that funds have returned in my casino account without providing me any reasons.

Money are not even showing in my account anyhow.

I contacted them via chat and their useless support was only saying that he opened a complaint and an escalation.

This cannot wait for 14 days.

Please action ASAP.

Thanks

After requesting the WD again I received this morning the first £1000 paid by Garush Ltd.

I guess it is the payment provider that they keep talking about.

Now waiting for the remaining £2000.

This was really a fight.

Hi,

You can close the case, please.

I finally received all my winnings.

Thanks

Alessandro

Dear asando34, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru