NineCasino - Вилучення гравця відкладено через технічну проблему.

I cannot request a withdrawal from the casino. It is technically impossible. 

I started playing in this casino on 23.04.2024, I deposited 150EUR and got my winning 1416EUR on my casino account. After completing the KYC process - face verification, I tried to request my withdrawal but it appeared that it was impossible to do it in Euro anymore and I was asked to change currency into MXN. I did it in the profile but the balance became unavailable in MXN. It is only visible when I choose EUR. I contacted support both via chat and by email. At first, they promised to help and replied that I could try to withdraw the amount but nothing was improved in real. They stopped replying to my emails. There seems to be a technical issue that the casino cannot or doesn't want to improve. I still cannot withdraw my winning. I attached screenshots as well.

Hello Narima,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nine Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello!

Thank you, yes I played with the first welcome bonus, but I wagered it completely.

My account was ferified right after the deposit, and my current status is verified.

Last time I wrote them an email was on 20.05.24. Before that I escalated the issue by email and by chat, by their support agents are not helpfull at all.

Thank you Narima for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Narima ,

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

We would like to invite NineCasino to join the conversation.

Dear NineCasino,

We kindly request further clarification regarding the technical difficulties that are preventing players from withdrawing their winnings. Could you please provide more details on the nature of these issues? Additionally, we would appreciate an update on when the problem is expected to be fixed.

Hello, dear Narima!

We really appreciate you taking the time to let us know about this issue. We will do our best to solve your problem and allow you to withdraw funds in a manner convenient for you.

To continue working on your situation, we kindly ask you to upload the documents requested by mail to the Verification section.

We hope for your understanding.

Best regards,

NineCasino Team.

Hello,

Requested documents are uploaded.

Thank you

Dear Narima,

We are pleased to inform you that your request has been successfully processed. Your balance in EUR has been transferred to the currency of your country. You can now proceed with requesting withdrawals in Mexican Pesos.

Should you have any questions or need further assistance, please do not hesitate to contact us.

Best regards,

NineCasino Team.

Hello,

Thank you for solving the issue. I requested first part of my winning (as per daily limit) to Skrill succesfully.

Please help to complete the withdrawal.

Regards

Dear Narima,

you can continue withdrawing your funds, according to the daily limits, using the same method.

Best regards,

NineCasino Team.

Dear Narima,

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.

Dear Narima,

I would like to inquire if you have received all your withdrawals successfully. If everything is in order, may we consider your complaint resolved, or is there anything else we can assist you with?

Dear Narima,

Although it seems as though the issue has been clarified and you have most likely received all the refund, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru