Reclamação #21 NineCasino

Account Refund Delayed Payment

Por Emmaline

há 2 anos

Hello,

On 22 and 23 of October, 2023, I requested a withdrawal of £900 from my Nine Casino account. The withdrawal was rejected both times by Nine Casino, and when I reached out to Nine Casino support to find out why, at that time, they insisted the IBAN I gave them for my bank account was wrong (which it was not). When I went back to triple-check the IBAN, I could no longer log into my account. I reached out to Nine Casino online support (the only option) and they told me my account had been closed, at my request. I had never requested an account closure whatsoever, I was requesting a withdrawal of funds.

Then the whole thing turned into a long out drama over the course of almost a month now, in which I’ve been hearing excuse after excuse as to why I haven’t received my refund yet:

1. “We need your online bank physical address” (provided and still waiting three weeks for the refund since that request and they received that information)

2. “Your issue is with the responsible team, and they will resolve your issue soon. Be patient.”

3. “There have been technical issues”

4. “We didn’t have your email address correct” (after they sent me a few emails and I have to list my email every time I chat with a rep, and it’s also linked to my account)

5. “Your refund has been issued, please wait up to 14 days.” (That has come and gone)

6. “Your refund was issued on 07/11/23“ (still no deposit in my account though and they’ve never sent me an email stating they issued a refund)

7. “Your refund was issued last week, you should receive it in 3-5 days.”

8. “Your refund was issued and once issued, you should receive it within 3-5 days. The 5th day is today, and you should get it tomorrow, if you do not receive it, let us know so we can investigate.” (No refund received on that 5th/6th day)

I have constantly been chasing up my refund with Nine Casino chat support and via email, without resolution. I am still awaiting my refund, and the runaround and excuses from the chat support team is appalling. And the “responsible team” who chat support refers to, does not answer any of my emails and rarely emails me with any update.

I’ve been pretty much left in the dark as to what happened to my account, why I couldn’t withdraw my money when the account was open, why the account was inadvertently closed after I requested a withdrawal, and why haven’t I received my account balance refund yet.

I have alluded to Nine Casino chat support that this feels like they do not want to return my money to me, and they deny that to be the case and assure me that I will get my money very soon. But, as of right now, as I still haven’t received my funds, it feels like they’re holding it and just want to delay as long as they can until I get tired and stop asking when I’ll receive my refund.

I definitely need help chasing up my account refund. I feel I’ve been patiently waiting for them to do whatever is required on their end and have exhausted all my options with Nine Casino support.

Please help me retrieve my funds.

I’ve attached emails and screenshots for reference. Please don’t hesitate to contact me should you need any further details.

Thank you so much for your assistance in this matter.

Sincerely,

Cassino em disputa NineCasino

Motivo Pagamento atrasado

Valor £908.69

Discussão

AskGamblers

• Support Team

há 2 anos

Dear @Emmaline,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

NineCasino

• Representative

há 2 anos

Dear player,

We can confirm this refund was made by us, transaction sum is a bit different because of payment fee. Feel free to ask any questions and address concerns if you have any.

Best regards,
NineCasino Team

AskGamblers

• Support Team

há 2 anos

Dear NineCasino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Emmaline

há 2 anos

I think I may have received my refund, but it didn’t come from a company named Nine Casino. I received money with the Reference line: “Refund”, in an amount close to (£897.92) my remaining balance, but not exactly what it was on the account. But, the refund was from a company called: UDM Processing Services Ltd

I contacted Nine Casino chat support to ask them if this was their payment processing service, and they would not verify that. They said the payment was still being investigated. I have not received an email either from Nine Casino, as promised by chat support, that the refund has been processed.

Thank you

Raio-X do NineCasino

Resolvido 32 / 33

Valor médio $5,203

Duração média da reclamação 9 dias

Resposta média 2 dias

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