The player from Colombia had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The Complaints Team intervened after confirming that the player's verification documents had been accepted by the casino. Following this, the player's withdrawal request was fully processed, and the funds were credited to his cryptocurrency wallet. The player marked the complaint as resolved, confirming the receipt of his winnings.
Nine Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,650
Nine Casino
Safety Index 8.8 HighCase summary
Discussion
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9 months ago
Translation
I requested a withdrawal of €1000 and €650 on August 09, 2025, these are real money betting winnings and sports bonus, unfortunately my account entered a long verification process and has been
verified several times and then they ask me for more documents, but at this step there have been problems since the casino asks me for a bank statement showing that I compared cryptocurrencies.
I have explained to you several times that the process for me to buy cryptocurrencies from my cryptocurrency wallet (BINANCE) is as follows: from my bank account on April 29th I deposited Colombian pesos and having these Colombian pesos, I bought the cryptocurrency (USDT), which is the currency I have been playing in at the casino lately.
This process seems to be insufficient for the Ninecasino team, which is why I am filing this complaint, so that you can serve as my referee in this situation.
I've sent countless documents as a wealth survey, I've explained to them that I have a pension of approximately $1,000 per month, that I have savings since I get bonuses mid-year and at the end of the year, and that other betting houses where I play also deposit USDT in BINANCE, but they are ignoring all of this.
- If you look at the bank statement in column 5 from bottom to top (245) you can see a purchase by PSE (In Colombia, PSE (Secure Online Payments) is an online payment system developed by ACH Colombia that allows users to make purchases and pay for services by directly debiting funds from their bank accounts (savings or checking).
- You can also see that once I have the Colombian pesos in BINANCE, I buy USDT.
I remain attentive to any request.
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9 months ago
Dear player,
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 the 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
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9 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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9 months ago
TranslationThe verification process is at a standstill, as they require a bank statement showing the cryptocurrency purchase. But as I explained above, I followed the procedure described, which is also valid, legal, and of my own free will.
I hope that NINECASINO puts this situation into context and finds a possible solution.
In fact, they're questioning this procedure, saying that I've somehow edited information. 😡
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9 months ago
TranslationGentlemen CASINO GURU.
Today I received an email from NINECASINO, asking me the following: "Kindly provide the Binance transaction statement for the last three months."
I already answered them, I explained that they are documents downloaded directly from BINANCE, without any ALTERATION!!!
* They are PDF files, could you tell me how I can send them to you so you can analyze them as well?
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9 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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9 months ago
Dear player, have you been able to meet the casino's requirements, or have you received any updates from them?
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9 months ago
TranslationDominika hello
The documents sent were requested by email, and upon entering the casino website, they are approved , however, the APPROVAL mark remains in red. NINECASINO has not commented on the matter.
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8 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite NineCasino representative to join this conversation.
Dear NineCasino,
Could you please provide clarification regarding this case?
Thank you in advance.
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8 months ago
Hello!
We would like to inform you that the verification process is still ongoing. Please note that this is a standard procedure, as indicated at the bottom of our website.
To proceed, we kindly request that you upload your most recent bank statement for the account ending in 2040. The statement should cover a period of three months and must clearly display both your name and account number.
Once the document is uploaded to your verification page, our team will review it as quickly as possible.
We appreciate your understanding and patience during this process. Should you have any further questions or require assistance, please do not hesitate to contact us.
Best regards,
NineCasino
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8 months ago
Dear NineCasino,
Could you please suggest a player an alternative way of submitting documents, since there seems to be problems with providing them through verification page?
Thank you.
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8 months ago
TranslationThey responded to me by email, the following:
That is to say, the process continues in a kind of STAGNATION.
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8 months ago
TranslationGentlemen Ninecasino
I'd like to know if you're reviewing the documents requested last time, namely the bank statements for my 2040 account, which were requested via this chat.
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8 months ago
Dear player,
Have you received any update regarding your verification process?
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8 months ago
Dear player,
Bank statements used for verification purpose need to be unedited originals downloaded from the banking website or app in one file. You should be able to choose a time range, from which the bank statement will be generated. Then download it as a one PDF file and submitted to the casino.
I found a tutorial, that could hopefully be helpful for you: https://www.youtube.com/shorts/JuAfFrsvOtg.
Would you be able to access the bank statement in the required form?
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8 months ago
Dear player,
Bank statements for longer periods are usually accepted as one document for full period in PDF.
Would you be able to download a full statement for three months? (Not multiple statements for shorter periods individually.
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8 months ago
TranslationHello Mirka
It is not possible, the last month and previous months appear as shown in the application photos.
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7 months ago
TranslationHello Mirka
I went directly to the bank and asked for the statement as you requested. They told me it would take a few days and they gave it to me printed. I paid for it.
When I receive it, I will send photos through this means.
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7 months ago
Dear NineCasino,
Could you please advise player on the exact requirements, that the requested bank statement should meet?
Thank you.
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7 months ago
Hello Cesitar1989,
We are pleased to inform you that the documents you provided have been reviewed and accepted by our verification team. Your withdrawal request has now been fully processed on our side. As the transaction was made via cryptocurrency, the funds should already have been credited to your wallet.
If you have not yet received the funds, please reach out to us again so we can promptly review the case and assist you further.
We truly appreciate your patience and cooperation throughout this process.
Best regards,
NineCasino
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7 months ago
Dear player,
Could you please confirm, you have received the full disputed amount by now?
Thank you.
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7 months ago
TranslationMany thanks to CASINO GURU, they will definitely always weigh the scales of justice; despite all the tricks NINECASINO used, they didn't find enough merit to appropriate the disputed money.
Problem solved.❤️
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7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Cesitar1989,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Mirka
