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Hello, good evening. I have a complaint related to a transaction I made this morning. I deposited 30 Euros via immediate transfer into nine casino, but to my surprise, the amount did not reflect instantly in my account. I have spoken to the live chat and I was advised to wait 48 hours. However, the transfer was supposed to be immediate and as per the bank, the 30 Euros has already been charged. I honestly do not know what to do.

Hola buenas noches mi queja es la siguiente está mañana realize un deposito en nine casino de 30 €transferencia inmediata volt mi sorpresa fue que no se reflego en cuenta Instantaneamente como siempre e ablado con el chat y me dicen que espere 48 h pero se supone que esa transferencia es inmediata y del banco si se an cobrado los 30€ nose que aser la verdad .

Dear manueljesus19932711,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello manueljesus19932711,

We would like to thank you for contacting us and we are willing to resolve any issues as best we can.

We would like to inform you that the problem you reported has been forwarded to the responsible team at an urgent level. They are currently working to check the situation as soon as possible.

We thank you very much for your patience during this process and will keep you updated.

Sincerely,

NineCasino Team

Dear manueljesus19932711,

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.