Reclamação #48
NineCasino
Not paying my remaining balance
há 2 anos
I have been a member of Nine Casino for years. During that time I have made many deposits and a couple of withdrawals. I had never had any issue before. That was until now.
On the 25th of April 2024 I deposited onto the casino. Playing slots I won €16,505. I made a withdrawal of €2,500 which was paid the next day since my account had already been verified long before. Up until then no problems. I had €14,005 left in my account and on the 29th of April withdrew another €2,500. This was when the problems began.
I had to verify my account again. I did everything that was asked and the account was verified as shown in the screenshot below. I waited and many days passed. The new withdrawal was never paid so I entered into contact with support. They told me that they were doing additional checks and that they could not say when they would be finished.
Several days passed and I spoke to support again. This time they said something strange. They said that the issue will be resolved but needed so much time because of the complexity. A screenshot of their email is attached below. This was sent 10 days after I made the withdrawal. The email does not make sense to me. I can understand that checks have to be done by a casino when there is a bigger cash out. But after 10 days of "further checks" they tell me that the matter is so complex that all that time was justified and that it is okay for them to give me no information at all about when I might be paid? I don't understand what is so complex about this that it needs so much time.
Since that last communication another 5 days has passed. There has still been no payment. The payment is still pending as shown in the screenshot. During all this time no one has communicated anything useful to me. If I had not contacted support no one would have sent me a single email explaining why my withdrawal is still on hold. There is no communication at all other than the strange email telling me how complex my withdrawal is and one several days before saying that they could not say when I would be paid. This was all after my account has been verified, twice.
Up until now I had enjoyed playing at Nine Casino. I thought they were reliable and had good games. But there is a serious problem with the payments department who refuse to communicate with the player and have the power to hold onto customer funds for no reason and with no accountability. Payments on this website are supposed to be made within 24 hours according to their own terms. It has now been nearly 20 days. I am not happy to have to write about my experience here because I liked playing at Nine Casino and thought that it was fair up until the past few weeks. I hope that they can read this and correct the issue.
Thank you
On the 25th of April 2024 I deposited onto the casino. Playing slots I won €16,505. I made a withdrawal of €2,500 which was paid the next day since my account had already been verified long before. Up until then no problems. I had €14,005 left in my account and on the 29th of April withdrew another €2,500. This was when the problems began.
I had to verify my account again. I did everything that was asked and the account was verified as shown in the screenshot below. I waited and many days passed. The new withdrawal was never paid so I entered into contact with support. They told me that they were doing additional checks and that they could not say when they would be finished.
Several days passed and I spoke to support again. This time they said something strange. They said that the issue will be resolved but needed so much time because of the complexity. A screenshot of their email is attached below. This was sent 10 days after I made the withdrawal. The email does not make sense to me. I can understand that checks have to be done by a casino when there is a bigger cash out. But after 10 days of "further checks" they tell me that the matter is so complex that all that time was justified and that it is okay for them to give me no information at all about when I might be paid? I don't understand what is so complex about this that it needs so much time.
Since that last communication another 5 days has passed. There has still been no payment. The payment is still pending as shown in the screenshot. During all this time no one has communicated anything useful to me. If I had not contacted support no one would have sent me a single email explaining why my withdrawal is still on hold. There is no communication at all other than the strange email telling me how complex my withdrawal is and one several days before saying that they could not say when I would be paid. This was all after my account has been verified, twice.
Up until now I had enjoyed playing at Nine Casino. I thought they were reliable and had good games. But there is a serious problem with the payments department who refuse to communicate with the player and have the power to hold onto customer funds for no reason and with no accountability. Payments on this website are supposed to be made within 24 hours according to their own terms. It has now been nearly 20 days. I am not happy to have to write about my experience here because I liked playing at Nine Casino and thought that it was fair up until the past few weeks. I hope that they can read this and correct the issue.
Thank you
Screenshot
