Nine Casino - O jogador acredita que o seu pagamento foi atrasado.

Good day,

I requested my withdrawal on March 13th, and on March 14th? Was it confirmed by Ninecasino? I then waited the five business days (the maximum time) and still nothing. In the live chat (last Thursday), they said a ticket would be created and that I would receive a response shortly. But I have not heard anything yet. So I check in every day and ask. Their answer is, "We are waiting for a response from your payment provider." Now, a week later, I am still getting the same response. So I contacted my bank myself and received a response within minutes. They said there was nothing they could do. I also sent an email to Ninecasino support, but received no response either. The support team always gets the same automated messages, and the chat always closes when I ask for proof of contacting my payment provider, etc. I have never experienced anything like this in all my years of playing, and I have played on really dubious sites!

Guten Tag,

Am 13.03 habe ich meine Auszahlung beantragt, am 14.03? Wurde Sie von Ninecasino bestätigt. Habe dann die 5 Werktage gewartet (die maximal Dauer) und es war immer noch nichts da. Also im Livechat (letzte Woche Donnerstag), es hieß es würde ein Ticket erstellt werden und das ich in kürze eine Antwort bekomme. Es kam aber bis heute nichts. Also täglich mal rein und fragen. Deren Aussage „Wir warten auf eine Antwort von Ihrem Zahlungsanbieter". Jetzt eine Woche später kommt immer noch die gleiche Aussage. Also habe ich selber meine Bank kontaktiert und hab innerhalb von Minuten eine Antwort bekommen, diese meinten Sie können nichts machen. Habe auch eine Mail an den Support von Ninecasino geschickt, aber auch keine Antwort bekommen. Im Support immer die gleichen automatisierten Nachrichten, Chat wurde auch immer geschlossen als ich für Nachweise für die Kontaktierung meines Zahlungsanbieters gefragt hab usw. noch nie sowas in all meinen Jahren erlebt und ich hab schon auf wirklich dubiosen Seiten gespielt!

Dear Alphyaa,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

KYC etc. is up to date. Tomorrow will be exactly 14 days. According to them, the money was transferred a long time ago, and no problems with my account were mentioned.

KYC etc. Ist aktuell. Morgen sind genau 14 Tage rum. Laut deren Aussage wurde das Geld aber auch schon lang überwiesen und es wurden keine Probleme mit meinem Konto genannt

Update:

I have received an Email that my Withdrawal failed. They didn‘t told me any Reason and the Money got charged back to my Account. However a few hours ago they told me they were waiting for my bank to reply and that everything is correct from their side and the money has been paid a few days ago. So I went to the Live Support. The Translation was so bad and the Support (for what ever Reason spammed Hearts) and congrats me etc. this made me really rage, never had such a bad support in any Casino. The support didnt even understand when I explained couple of times and changed to english. So I started again with a new support. They told me the money has been paid today??? but it was on my Account? It is just super weird and fishy. Then I explained and they told me they don‘t know why it got cancelt and after long writing they told me to make a new withdrawal so I did. I asked again why it got cancelt and then she told me my verification wasnt complete? But you cant withdraw when its not complete and the webseite showed me all time that im completly verified and I even got a Mail for that. On the Withdrawal process its get checked and there was nothing. Also all supports the past days told me everything is fine, it got paid buy us, we are waiting for a reply from your bank etc.

they also asked me like 5 times for bank statements

when you ask me this is super super fishy and I never experienced something like this. I provided you screenshots. Also when they dont wanna answer your questions anymore they just close the chat. Super unprofessional

Dear Alphyaa,

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.

No, nothing else has happened yet.

Nein, es hat sich noch nichts weiter getan.

They told me the payout would be processed very quickly, within 24 hours. I've been waiting for over 24 hours now, and the payout hasn't even been verified yet.

Die haben mir gesagt, die Auszahlung würde jetzt sehr schnell gehen, innerhalb von 24h. Ich warte nun seit über 24 Stunden und die Auszahlung wurde noch nicht einmal gecheckt.

It's been over three days now, and the payout hasn't even been fully processed. As a customer, I feel cheated.

Es sind jetzt schon über 3 Tage vergangen und die Auszahlung wurde nicht einmal vollständig bearbeitet. Fühle mich als Kunde betrogen

I've been waiting for my withdrawal to be processed since March 26th (just the processing, not the payout!). I was in live chat and was told it had already been processed (even though it still says it's in process). I then asked if it should be there by Friday at the latest, and support replied yes. If there's nothing there by Friday, I'll let you know.

I've been waiting for my payout since March 13th, almost three weeks. This is unacceptable; I need compensation for this.

edit

I asked again in the live chat for more details. They say the payout was completed on March 27th and has been on its way to me ever since. They say it will take up to three business days, so it should arrive by Wednesday or Thursday at the latest.

I still don't know why it's taking so long. My bank is usually very fast with transfers.

Ich warte nun bereits seit dem 26.03 auf die Bearbeitung meiner Auszahlung (Nur die Bearbeitung, nicht die Auszahlung!). War nun im Livechat, man hat mir mitgeilt, dass es schon bearbeitet wurde (obwohl bei mir noch steht es ist in Bearbeitung). Habe daraufhin gefragt, dass es aller spätestens am Freitag drauf sein sollte und der Support antwortete mit Ja. Wenn bis Freitag nichts drauf ist melde ich mich.

Ich warte nun seit dem 13.03 auf meine Auszahlung, also seit fast 3 Wochen. Sowas geht gar nicht, ich bräuchte eine Entschädigung dafür.

edit

Ich habe noch einmal genauer im Livechat nachgefragt. Die Auszahlung ist laut denen bereits am 27.03 fertiggestellt wurden und befindet sich seitdem auf dem Weg zur mir. Es werden bis zu 3 Werktage angegeben. Es sollte also spätestens Mittwoch oder Donnerstag eintreffen.

Ich weiß trotzdem nicht, warum es überhaupt so lang dauert. Meine Bank ist in der Regel sehr schnell was Überweisungen angeht.

Hello.

I need your help. I got an Email that it got denied/canceled again. They didn't mention a reason. However they told me plenty of times that everything is fine and I will receive it soon. I uploaded a lot of documents. This can't be the case. I feel totally scammed.

edit

The amount in dispute now amounts to €500. I was just in live chat, where I was told that my bank rejected the transfer. I've never had any problems with my bank and have withdrawn money from various casinos. I also contacted my bank when requesting the first withdrawal. The response:

"As the receiving bank, we have no influence whatsoever on incoming transfers.

Ideally, you should check with the ordering bank to find out by when transfers will be processed and, if necessary, request an investigation from them.

Hello.

I need your help. I got an Email, that it got denied/cancelt again. They didnt mentioned a reason. However they told me plenty of times that everything is fine and I will receive it soon. I uploaded a lot of documents. This cant be the case. I feel totaly scammed.

edit

Der Streitwert beläuft sich mittlerweile auf 500€. Ich war gerade im Livechat, dort wurde mir gesagt, dass meine Bank die Überweisung abgelehnt hat. Ich hatte nie Probleme mit meiner Bank, habe schon in diversen Casinos Geld ausgezahlt. Habe auch schon beim Antrag der 1. Auszahlung meine Bank kontaktiert. Die Antwort:

„Auf eingehende Überweisungen haben wir als Empfänger-Bank keinerlei Einfluss.

Informieren Sie sich idealerweise bei der auftraggebenden Bank, bis zu welchem Zeitpunkt Überweisungen abgewickelt werden und fordern Sie gegebenenfalls einen Nachforschungsauftrag dort an.„

Thank you Alphyaa for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

All right, thanks.

The current status is that I'm waiting for payment documents so I can contact my bank. Unfortunately, the casino is responding very sporadically, so there's no progress. They also told me to use an alternative withdrawal method, but I don't have any chips or crypto, and that would be very difficult to implement. Plus, I'd have to deposit again using that payment method, which I don't want.

Alles klar, danke.

Der aktuelle Stand ist, dass ich auf Dokumente von der Zahlung warte um damit meine Bank zu kontaktieren. Leider antwortet das Casino nur sehr sporadisch, so, dass es keinen Fortschritt gibt. Sie haben mir auch gesagt, ich soll eine Alternative Auszahlungsmethode benutzen, allerdings habe ich kein Jeton oder Krypto, es ist auch sehr schwierig das umzusetzen. Zudem müsste ich dann noch einmal über diese Zahlungsmethode einzahlen, das möchte ich nicht.

Dear Alphyaa, I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done once they reply.

Dear NineCasino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal request. Was it processed on your side?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello Natalia.

Thank you for handling the case.

Ninecasino responded to my email after a long time, saying they couldn't provide me with any documents related to the withdrawal. I need these documents to send them to my bank.

In summary:

I have been waiting for my payment since March 13th

Very poor support (long waiting times, sometimes they don't understand anything, false promises)

Withdrawals to my bank account failed twice. Once after a 14-day wait, then after 5 days. I was told to contact my bank, which I did, but they apparently need documents, and Ninecasino can't provide any.

Withdrawal via token is not possible because I have to deposit via token in advance, but this option is not even displayed when I deposit.

Crypto: I don't have it, it would be a lot of work and I would have to deposit

Especially because of the statements of some support employees and the fact that they can no longer provide me with any documents, it feels more and more like a scam

Hallo Natalia.

danke, dass Sie den Fall bearbeiten.

Ninecasino hat nach langer Zeit auf meine Email geantwortet und sie meinten, dass sie mir keine Dokumente zur Verfügung stellen können von der Auszahlung. Ich brauche aber diese Dokumente um diese meiner Bank zu schicken.

Zusammenfassend:

Seit 13.03 warte ich auf meine Auszahlung

Sehr schlechter Support (lange Wartezeiten, teilweise verstehen sie nichts, falsche Versprechen)

Auszahlung auf Bankkonto zwei mal fehlgeschlagen. Einmal nach 14 Tagen Wartezeit, dann nach 5 Tagen. Ich sollte meine Bank kontaktieren, tat ich, die brauchen aber offensichtlich Dokumente, Ninecasino kann mir aber keine zur Verfügung stellen

Auszahlung per Jeton nicht möglich da ich vorab per Jeton einzahlen muss, diese Option mir beim einzahlen aber gar nicht erst angezeigt wird.

Crypto: Habe ich nicht, wäre mit viel Aufwand verbunden und müsste auch einzahlen

Besonders durch die Aussagen einiger Support Mitarbeiter und das sie mir jetzt auch keine Dokumente liefern können, fühlt es sich mehr und mehr nach einem Scam an

Hello!

The withdrawal request made by Vang142 yesterday has been successfully processed on our end. Please note that once a withdrawal is processed, it may take up to five banking days to be credited to your account via bank transfer.

Previous withdrawal attempts were unsuccessful as the user's bank returned the transactions. As a result, we recommended using an alternative payment provider from the withdrawal menu.

Best regards,

NineCasino

Hello Ninecasino,

As I already mentioned, neither Jaton nor crypto works for me. Unfortunately, no other withdrawal methods are offered. If you provide me with the necessary documents from your payment provider, the situation should be easily resolved.

Hallo Ninecasino,

wie ich bereits erwähnt habe, gehen sowohl Jaton als auch Krypto für mich nicht. Andere Auszahlungsmethoden werden leider nicht angeboten. Wenn Sie mir die nötigen Dokumente von Ihrem Payment Provider zur Verfügung stellen, sollte die Situation einfach zu lösen sein.

My ticket was simply closed, even though I asked questions and nothing was clarified.

Unfortunately, this is how it is all the time with Ninecasino. I've never experienced such impudence.

Mein Ticket wurde einfach geschlossen, obwohl ich noch fragen gestellt habe und alles nicht geklärt wurde.

so geht es leider die ganze Zeit mit Ninecasino. Habe so eine Frechheit noch nie erlebt

Hello. I haven‘t received money yet. I was in the Livechat a few minutes ago and mid conversation I got taken back in a 15min que.

I feel like everytime when I ask specific questions and really need help, they dont have any automated messages left and they will close the conversation. Happend to me in the past weeks plenty of times. I also havent got any more mail responses.

Compensation for the long wait, the miserable support, and all the inconveniences would be more than appropriate.

I don't know what else to do, please help me. @Ninecasino @Natalia

I created a crypto wallet yesterday because the bank transfer still hasn't arrived, and I suspect it's being reversed again. I then made a deposit at Ninecasino, won a bit, and have now made three withdrawals of €50 each. I'll see if the money reaches me.

This process, however, involved a lot of effort. First, I had to find a suitable provider, verify myself, submit documents, etc. After activation, I had to deposit €40, which also took some time. Then I was able to deposit at Ninecasino. However, I found it strange that when depositing, you could specify a specific network for the respective cryptocurrency, but when withdrawing, you don't have this option. Therefore, there's a risk that the money could be lost during withdrawals if you use the wrong network. After the withdrawal, the cryptocurrency also has to be converted into real money and transferred to my bank account.

We'll see if things get easier this time. However, I'm very disappointed with Ninecasino, especially with their customer support. It's a shame it had to come to this.

Ich habe mir gestern eine Krypto Wallet erstellt, da die Banküberweisung noch immer nicht da ist und ich vermute, dass es erneut zurück gebucht wird. Habe daraufhin eine Einzahlung bei Ninecasino getätigt, konnte auch etwas gewinnen und habe nun 3 Auszahlungen zu je 50€ veranlasst. Mal schauen, ob hier das Geld mir erreicht.

Dieser Prozess war aber mit viel Aufwand verbunden. Erst musste ich einen geeigneten Anbieter suchen, mich verifizieren, Dokumente einreichen etc. nach Freischaltung musste ich 40€ einzahlen, dies hat auch etwas gedauert. Dann konnte ich bei Ninecasino einzahlen. Ich fand es aber komisch, dass beim einzahlen man ein spezifisches Netzwerk für die jeweilige Kryptowährung angeben konnte, beim Auszahlen hat man diese Option aber nicht. Somit besteht die Gefahr, dass beim Auszahlen beim falschen verwenden des Netzwerkes das Geld verloren gehen kann. Nach Auszahlung muss dann auch noch die Kryptowährung in Echtgeld umgewandelt werden und auf mein Bankkonto überwiesen werden.

Wir werden sehen, ob es diesmal einfacher geht. Ich bin aber sehr enttäuscht von Ninecasino, besonders vom Kundensupport. Schade, dass es so weit kommen musste.

Dear Alphyaa, thank you for the updates. Can you please specify if your withdrawal via bank transfer is still pending?

What crypto service provider/currency did you choose?

Good day,

Yes, the main sum of €500 is still missing. It hasn't been credited to either my bank account or my Ninecasino account.

The other crypto withdrawals were successful. I used Bitget for this and withdrew once with Bitcoin and once with Dogecoin.

I hope the payout will either arrive in my bank account promptly or be reversed so I can withdraw via crypto. However, the first time, I had to wait 14 days for the refund.

Guten Tag,

ja, die Hauptsumme von 500€ fehlt immer noch. Sie wurde weder meinem Bankkonto noch meinem Ninecasino Konto gutgeschrieben.

Die anderen Auszahlungen über Krypto liefen erfolgreich. Ich habe Bitget dafür genutzt und einmal per Bitcoin und einmal mit Dogecoin ausgezahlt.

Ich hoffe, dass die Auszahlung entweder zeitnah auf mein Bankkonto ankommt oder zurückgebucht wird, damit ich über Krypto auszahlen kann. Beim ersten mal musste ich allerdings 14 Tage auf die Rückbuchung warten.

Almost a month later and the money havent reached me. I tried to contact the support, but they dont seem to understand me at all. Hopefully the chargeback progress will be fast so I can withdraw via crypto. Ninecasino support is unbeliveable.

Im completly loosing it. The Bank Transfer failed again. So I tried to withdraw via Krypto because it worked last time for me. Now I received an Email that Krypto isnt available for this funds.

I dont know what to do anymore.

3 Times failed Bank Transfers

Krypto Withdraw failed

Worst Support ever

There are only 3 Methods to withdraw. Crypto, Bank Transfer and Jeton. Jeton doesnt work for me. And the other to get cancelt all the freaking time

please help me

I was in the Livechat now. First I had randomly gambling responsible questions. After describing my problem and saying neither crypto or bank transfer works he said try to withdraw via bank transfer. So I told him this doesnt worked. Then he wanted screenshots of my Bank details. After that he said to withdraw via Coinspad. How ever this isnt even available for withdraw. It doesnt show up. Now he opened again a ticket.

Dear Alphyaa, you managed to withdraw via crypto before, however, it is not available for you now, or you made a request and it was canceled?

Hello Natalia.

I made a deposit via Crypto as I said because its needed to withdraw via crypto. With the money I made the crypto deposit I won some money. Then I withdrew the balance. I tried with the 500€ but it got cancelt because of „exchange policies". The 500€ were won with a normal bank deposit.

But now I have received an email that they have changed the payment provider and I should make another withdraw with Bank transfer. We will see.

Dear Alphyaa, can you please update me if you managed to request a new withdrawal via bank transfer after your last message?

Hello. After they changed the payment Provider I got it really fast. Sadly they didnt offer me any Compensation for me waiting over a Month.

Dear Alphyaa,

We're glad to hear that you have finally received your withdrawal. 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,

Natalia

Casino.Guru