NineCasino - I depositi dei giocatori sono stati ritardati.

I have been waiting for about a week for two deposits totaling 60 € (35 € + 25 €). Additionally, I attempted to deposit another 40 € via a paysafecard the day before yesterday. Once again, the money has not been credited to my account. My inquiries via live chat and email to support have been fruitless, except for being asked to wait for a corresponding email as my case is being processed. Although I inquire at least once a day, nothing is being done. The casino is withholding 100 € from me even though I've submitted all the documents they would need (transaction ID, screenshots, etc.).

I ask that you assist me as quickly as possible, as the casino is completely passive and shows no interest in making my money available to me.

Ich warte inzwischen seit einer Woche etwa auf zwei Einzahlungen in Höhe von insgesamt 60 € (35 € + 25 €). Hinzukommt dass ich vorgestern erneut 40 € paysafecard versucht hatte ein zu zahlen. Erneut wurde das Geld nicht in meinem Account gutgeschrieben. Meine Anfragen im Live Chat als auch beim support über E-Mail haben nichts mehr gebracht außer die Aufforderung, auf eine entsprechende E-Mail zu warten, da mein Fall ja schließlich bearbeitet wurde. Ich frage zwar mindestens einmal am Tag nach, ohne dass ich etwas tun würde. Insgesamt hält das Casino mal an zwischen 100 € von mir zurück, obwohl ich sämtliche Unterlagen, die das Casino benötigen würde eingereicht habe (Transaktions ID, Screenshots usw.).

Ich bitte darum, mir möglichst schnell zu helfen, da das Casino komplett passiv ist und keinerlei Interesse daran zeigt, mir mein Geld zur Verfügung zu stellen.

Dear christianmirass,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account or refunded to your e-wallet/bank account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Thank you for your message! I have had similar problems with another casino. However, the problem was solved there within a few days. In addition, the problem has never occurred when making a deposit using paysafecard, and so far never with this casino. I have provided the casino with all information, especially the payment confirmation. Since everything is listed in such detail here, I can't imagine that it would be particularly complicated to assign an incoming payment to a specific account. The casino doesn't even claim that. In the live chat I am always told that the team responsible for this is currently so overloaded. Of course I won't be making any deposits now. I just don't understand why the casino would put up with alienating a customer.

Greetings Christian

Danke für die Nachricht! Ich habe ähnliche Probleme bereits mit einem anderen Casino gehabt. Allerdings war das Problem dort innerhalb einiger Tage gelöst. Zudem ist das Problem noch nie bei einer Einzahlung per paysafecard aufgetreten, und bislang auch noch nie mit diesem Casino. Ich habe dem Casino sämtliche Infos zur Verfügung gestellt, insbesondere die Zahlungsbestätigung. Da hierin alles derartig konkret aufgeführt wurde, kann ich mir eigentlich nicht vorstellen, dass es besonders kompliziert ist, eine eingegangene Zahlung einem bestimmten Account zuzuordnen. Das wird vom Casino auch gar nicht behauptet. Im Live Chat wird mir immer gesagt, dass das Team, dass hierfür zuständig sei, momentan so überlastet sei. Ich werde jetzt natürlich nichts mehr einzahlen. Ich verstehe nur nicht, warum das Casino es in Kauf nimmt, einen Kunden zu vergraulen.

lg Christian

I fully understand your frustration, christianmirass. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 14 days to allow the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Hello, the matter is now settled as the casino has credited me with my money. Thanks for the help and kind regards Christian

hallo, die Sache ist inzwischen erledigt, da das Casino mir mein Geld gutgeschrieben hat. Danke für die Hilfe und liebe Grüße Christian

Dear christianmirass,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru