Nine Win Casino - Виведення коштів гравця затримується, а його рахунок закрито.

I have around 1000 euros on pending in several withdrawals. Firstly my withdrawals were on pending for around the week.I contacted support and they told me there is additional verification. However after that I recivied email from NineWin to have video verification via Skype and to send them mail which time I want to schedule meeting. I send them first mail 10 days ago and second mail 5 days ago and I got no response from them at all and my account is disabled.

Dear Planq,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

When exactly has your account been disabled?

What types of games did you play? Were they slots, live casino games, or did you participate in sports betting?

Could you please advise if you tried contacting customer support via live chat to inquire about the possibility of your video verification call?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

My account was disabled on date I received mail from them for video verification 28.7.2024.

I played live casino games and sport betting.

I contacted customer support via live chat multiple times. When my withdrawal was like 5 days on pending and they just told me there is additional verification and that I will get my withdrawals soon. After that I contacted them about video verification. Again they told me that I scheduled meeting and that they received mail and that I will be contacted soon. However support is basically useless with just telling you to wait without any posibility of resolving problem immediately...

Please forward me the emails between you and the casino regarding your video verification at veronika.l@casino.guru. Have you received any responses so far?

They send me mail that my meeting is scheduled for "this" date. Even thought that was mail I sent them 20 days ago where date of meeting I requested was 29.7 at 12:00 UTC .

Thank you for your emails. Has the casino contacted you directly via Skype? Do I understand correctly that they gave you a different date for your verification call? Is the date and time they suggested convenient for you?

I now had video verification but my account is still disabled and withdrawals not paid

6 days after video verification my account is still disabled and withdrawals not paid.When I had video verification guy said to me that it will be processed within 24 hours.... I contacted support and they just said to me to wait again

Thank you very much, Planq, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello Planq,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Nine Win Casino to join the conversation.

Dear Nine Win Casino,

Could you please clarify the reasons behind the delay in opening the player's account, despite the completion of the video verification call? If there are any details or supporting documentation that cannot be disclosed publicly, kindly send them to me at michal.k@casino.guru

Hello, dear all!

Thank you, Planq, for bringing this to our attention, and we sincerely apologize for any inconvenience caused by the extended verification process. We understand that this delay can be frustrating. Please be assured that we are doing everything in our power to make your experience on our site as smooth as possible.

After a thorough review of your account, we are pleased to inform you that you can log in now and withdraw your winnings. If you have any other question or difficulty, please feel free to reach out to us.

Best regards,

Ninewin Team.

My account suspened why?

Dear Planq,

Your third withdrawal of 300 euros was successfully paid on July 23, please check your transaction history to make sure it was credited. The withdrawals that were in pending for the amount you indicated were rejected, and the amount was returned to your balance (758 euros).

We hope for your understanding.

Best regards,

Ninewin Team.

Yes I realized this 300 EUR deposit was not sucesfull.

Thank you for your response, Ninewin Team

Dear Planq,

Now that your account has been verified, you should be able to access all features, including withdrawals. Kindly inform me if we can regard your complaint as resolved or if you require further assistance with any other matters.

My account is suspended ,but I’m able to make withdrawal.

I got paid finnally after month and half. However I don't recommend this casino at all. Terrible support

Dear Planq,

I understand your far from ideal user experience with the whole situation. It is true that the verification process can occasionally take longer than anticipated, but I'm glad that you received all the funds due to you. It is essential to recognize that the casino team has the authority to choose not to provide services to certain individuals at their discretion. Provided that all financial obligations are satisfied, any player account may be suspended or closed, which aligns with industry norms, and we fully accept this.

I believe you would agree that the most crucial aspect is that you have received your winnings. With this in mind, can I consider your complaint resolved, or is there anything further you would like assistance with?

you can close

Dear Planq,

Thank you for the confirmation.

With the complainant's confirmation, we consider this complaint successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

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 Rate Casino Guru (trustpilot.com). 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, 

Michal

Casino Guru