NineCasino - El reintegro del jugador se ha retrasado.

I was playing on the casino app on Saturday 18 November and I won £1000 so I requested a withdraw but on Sunday the 19 I played again and I won just under 15000.00 so after that I went to withdraw but could only do 3000 in one days so that was fine then it was cancelled and I did it again but two the was cancelled so I did have a chat on money and they had said I would receive my money as it was taken from my game account

I sent them all the information I’d etc and then because I have a joint account with my wife at the bank they are saying I can not have the winnings of 15000.00 because of third party but the £1000 I got the day before was put into my joint account on Tuesday

they have taken all of my winnings and said they will only pay back what I made as a deposit

I have spoke to them a few times with one person saying the winnings will be refunded and then yesterday I was told I will not get it and that was it any promblems to send a email to find out what is going on

I have sent them a email today and screen shots of all the bits about my winning and the pay I got from them but I have had no response as of yet

please can you help ?

Dear Taha1976,

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

I have been told by the casino that they have taken my winnings and I will not be receiving them because I have a joint account with my wife but they paid out for the small amount but not the big winnings

This is the email I received after I spoke with them to tell me my winnings are going to be refunded to me

Thank you for your reply, Taha1976. I checked the General T&Cs and I found this:

6.8. You may only use your own personal credit/debit card or another payment method to fund your account. The name appearing on the credit cards, or registered on the payment accounts used for deposits or payouts must correspond to the name registered on your account.

Do I understand correctly that you deposited by a credit card? Was this card issued in your name? Also, could you please confirm that you are the legitimate owner of the bank account together with your wife and that you can prove it?

Additionally, 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 Taha1976,

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.

Hi there I have sent over all the chat I have had with them via your email

regards Graeme

I’m very sorry but you haven’t answered any of my previous questions. Please check my last reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Dear Taha1976,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.