RESOLVED: Ninewin.com

Hi I'm hoping someone will be able to help me - I had deposited on this site and won £2230.33 which I had initiated a deposit on the 28th March 2024 which was approved and sent on the 28th March 2024 to my bank details I had supplied.

I was told to wait 5 working days for me to receive my winnings which still have not been received. The 5 working days had passed as of Friday 5th April 2024. 
 

I have contacted the live customer support a number of times who don't seem to be very helpful at all and any email correspondence doesn't get answered.

I've asked multiple times for proof of the withdrawal being sent but I just seem to be hitting a brick wall all the time.

This casino doesn't actually accept Players from the UK but during sign up this isn't mentioned when inputting you UK details. I do have emails from Curaçao eGaming Commission and Ninewin complaints team confirming that as a gesture of goodwill they will be giving me my winnings of £2230.33 even though I am a player from the United Kingdom.

im just hoping someone here can help me to get some clarity on the situation as I'm not getting any answers. 
my Ninewin.com account details are

dan******@gmail.com

D****

0*****

Thank you 

Hello dannyshaw2590,

Welcome to LCB.

We are sorry to hear that you are having this kind of issue.

Please be informed that we don't have this Casino on the LCB list.

May we ask if your account has been verified? Is this the first withdrawal with this brand?

Thank you for your cooperation.

Hi,

I was never asked for any verification documents and yes this is my first withdrawal. I had been told 5 business days and as of this moment I still haven't received the withdrawal 

Hello dannyshaw2590,

They have a KYC Policy:

Documents:

• Passport/ID Card
• Utility bill/ bank account statement not older than 6 months.
•  Additional procedures are potentially required.

The time for document verification is 24 hours. After KYC, they have a pending time of 24 hours. Once a withdrawal has been processed successfully and released, a time period will apply depending on the payment method being used. 

I've already been told by the casino that my withdrawal has been processed and sent already. This was sent on the 28th March 2024. 
Just to clear things up, I have not been asked for any ID documents. 
I was told to wait 5 banking days for my withdrawal to reach my bank account and as of today I still haven't received my withdrawal.

I have attempted to make contact with the casino on multiple occasions via email and live chat and I haven't had any response to any correspondence in the last 7 days.

Can you please assist me in attempting to make contact with the casino to get a update as to why I haven't received my withdrawal of £2230.33 as of yet even though the casino are adamant they have sent the payment. I have also asked for transaction details which again are being ignored.

regards

daniel 

Sorry to hear that Daniel.

As you already know we don't have this brand listed on our site we'll do our best to reach them and try to solve your problem with withdrawal. Thank you for providing us with your account details. 

Please keep an eye on this topic for an update. 

Hi,

have you had any response from ninewin.com?

Hi Danny,

Unfortunately, they still haven't replied to our email. We'll send them a reminder. 

Hi,

I have still not received any emails to give me a explanation to any thing. 
 

have you heard back from ninewin.com yet?

regards 

Unfortunately, we still haven't heard from them. We'll try to reach them on Monday.

Good Morning,

have you had any luck in contacting ninewin casino?

regards

daniel 

Unfortunately not. We sent another reminder and we'll let you know if there is any progress. 

We haven't got any feedback from the casino rep regarding your complaint athough we sent several reminders. We'll mark this case as Unresolved. In case we get some info from them we'll let you know and opet this topic again. 

Hi,

im sorry for the late reply but after weeks of back and forth I finally received my withdrawal!

Thank you for trying 

Great. Thank you very much for letting us know. We'll mark this case as Resolved.