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Hello, I submitted my withdrawal of € 2500 on October 26th. My account is verified and I haven't used a bonus. I've been waiting for the money ever since. I get the same answers every day "Sorry for the long wait, but there are still some tests to be done with the game manufacturer"

I think this is a massive stalling tactic in the hope that players will cancel their withdrawal and gamble away the money. I have set a limit of € 1 per month to avoid this.

Would be nice if you could get some help here.

Thanks very much

Hallo, ich habe meine Auszahlung von 2500€ am 26.10 eingereicht. Mein Account ist verifiziert und ich habe keinen Bonus in Anspruch genommen. Seitdem warte ich auf das Geld. Ich bekomme jeden Tag die selben antworten "Entschuldigen sie die lange Wartezeit aber es stehen noch einige Prüfungen mit dem Spielehersteller aus"

Ich denke das ist eine massive hinhalte Taktik um zu hoffen das Spieler ihre Auszahlung stornieren und das Geld verspielen. Ich habe ein Limit von monatlich 1 € gesetzt um dies zu vermeiden.

Wäre schön wenn man hier etwas Hilfe bekommt.

Vielen Dank

Dear Jason19831,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if you’ve accumulated your winnings with or without an active bonus?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Knowing that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hello and thanks for the quick reply. no, I did not claim a bonus. According to Ninecasino, my winnings are checked with the game provider. My verification went quickly, but the payout has been hanging since 10/26. I think it's a delaying tactic that customers cancel the payout and gamble everything away. I've never heard a statement like this.

greeting

Tom

Hallo und vielen Dank für die schnelle Antwort. nein, ich habe keinen Bonus beansprucht. Laut Ninecasino werden meine Gewinne mit dem Spieleanbieter überprüft. Meine Verifizierung ging schnell, die Auszahlung jedoch hängt seit 26.10. Ich denke halt das es eine hinhalte Taktik ist, das die Kunden die Auszahlung stornieren und alles verspielen. Ich habe so eine Aussage noch nie gehört.

Gruß

Tom

I fully understand your frustration, Tom. I will set the timer for additional 5 days and if there’s no development by Tuesday next week, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Almost 2 weeks have passed and I still have no response from the casino. I hope you can help me

Es sind schon knapp 2 Wochen vergangen und ich habe immer noch keine Antwort vom Casino. Ich hoffe sie können mir helfen

Thank you very much, Tom, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jason19831,

I'm Nick and I'll be assisting you from now on. I would like to ask NineCasino to join us and help us resolve the player's issue.

Thanks Nick. I've been waiting since 2 weeks now.

Hello!

Yep, sorry for this delay, we have waited for the check from the provider.

Looks like everything is fine now and we approved your withdrawal. And you will receive your funds as usual bank withdrawal in the nearest days.

Best Regards,

NineCasino Team

Wow many thanks! I will adjust the review to a positive one once I received the money. Thank you again

You're always welcome 🙂

Dear Jason,

Please let us know if the money would arrive so we can be sure that the case has been resolved.

Hi Nick,

Not yet, I will confirm once received.

Thanks

Tom

Hi Nick,

Just a quick update, still waiting for my money.

Thanks Tom

Dear Jason,

Thanks for the info. It's enough if you respond only when the money would arrive or they wouldn't until the timer expires. Let's hope it will arrive ASAP.

Hello Nick,

Money still not received. The withdrawal has been approved last Monday but still nothing received.

Thanks

Tom

Hello Nick,

Money finally received 🙂 Case can be closed. Thank you for your support.

Dear Jason,

I'm glad to hear that the money arrived. The complaint will be now closed as resolved. Please do not hesitate to contact us if you will come across any other trouble in the future again, we will do our best to help you.

Best regards,

Nick