NineCasino - Игрок считает, что вывод его средств задерживается.

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