Nine Win Casino - El jugador aún no ha recibido las ganancias.

After several attempts to withdraw my cash I have been all sorts of different reason why it keeps getting cancelled.

I originally withdrew £150 without a single problem. I deposited and won a further £300 and tried to withdraw which was cancelled after 3 hours.

I did this multiple times and was always cancelled. I was then told to wager a further £40 to withdraw, I did this and again it was cancelled!

I’ve since been told to do the fast transfer (which I had already done ) and surprise, surprise it was cancelled. Every single time I go to live chat they are giving me excuses about a technical hitch. After reviewing all the posts on here it would seem this is a common theme.

I have receive nothing via email and I’m extremely frustrated at the lack of help.

please help. I just want my money.

Dear cjw19427,

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

this is my complaint. Every 3 hours I’m having to re-withdraw my money and they won’t give me a valid reason.

ive had the same excuses for the last 48 hours. Please help

They have cancelled my payment again. Please help me

Thank you for your reply, cjw19427. Do I understand correctly that you have made successful withdrawal(s) before? Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

I am fully verified and yes had a withdrawal before

I see that the casino mentioned you don't have enough funds to request a withdrawal. Did the casino provide further explanation regarding this issue? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear cjw19427,

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.

Hello

im currently waiting for them to transfer £300. After speaking this morning to them they said I had to wait without further instruction

Alright. In this case I recommend that we give it a few more days. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.