The player from Austria faced a blocked account while trying to withdraw after successfully wagering a bonus. Despite passing initial verification and submitting the required documents, her account was placed under a security check. The casino repeatedly requested an uncropped proof of deposit screenshot from her anonymous crypto wallet, which she struggled to provide due to wallet interface limitations. After multiple submissions, including videos and communications with wallet support, the casino maintained that the KYC verification was incomplete because the required documents were not provided in the requested format and within the specified timeframe. Consequently, the account was closed and funds were confiscated in line with the casino's terms. We reviewed the case and, given the player's delayed compliance with the casino's document requests and the casino's adherence to its verification policies, the complaint was rejected.
Nine Casino - Player’s account is blocked for security reasons.
Other
Amount: €1,108
Nine Casino
Safety Index:Very highCase summary
Translation
Hello,
I would like to withdraw from the casino after I have successfully wagered a bonus.
During the first verification, I had to do a camera check, which I passed.
After that, I wanted to withdraw and had to submit documents again.
The documents were also all confirmed.
Now I wanted to withdraw again, but now they say my account is blocked for a security check.
Please help me!
Dear Tabru,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you further, could you please provide us with additional information by answering the following questions:
- What specific documents did you submit for the second verification?
- Have you received any communication from the casino regarding the reason for the security check?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
- Did you accumulate your winnings with or without a bonus?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
TranslationHello,
I have
my passport
Selfie with passport
Proof of my crypto wallet
my phone number
and uploaded a bank statement.
I played casino and sports betting.
I wasn't given a reason, I just got the request.
Now, after I uploaded new ID photos and a selfie, they want proof of my crypto wallet AGAIN...
Thank you for your response.
Have you provided the proof of your crypto wallet as requested by the casino?
Which documents were you requested to provide most recently? Have you provided them on time and in the correct format?
Are any of your documents still pending verification from the casino?
TranslationHello,
Yes, I submitted everything on time and, as I said, the last thing they did was request my wallet.
However, this is anonymous (https://guarda.com/), so I can only present the wallet itself, but without any personal data.
And I've already passed the exam itself. It annoys me that I now have to show everything again.
Has the casino verified your crypto wallet before, or is it the first time you've been trying to verify this particular payment method?
TranslationIt was already verified beforehand. That's why I'm surprised by the casino's actions.
Thank you very much, Tabru, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Dear Tabru,
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,
Mirka
Hello!
We would like to inform you that the verification process for the user Tabru is still ongoing.
An email has been sent previously outlining the specific documentation required. In order to proceed, we kindly request the following:
- ID (passport or driver’s license) — both sides if available ( passed trough the automatic verification section);
- First five pages of your passport — additionally, please provide us with clear pictures of the first five pages of your passport, including all four corners and making sure that everything is readable;
- Proof of your crypto deposit, made on 2025-05-14 13:40:15 for 99.17 EUR - the proof of deposit must have a fully visible hash, the transaction sum, receiver's name, time and date. Please note that we will not be able to accept a screenshot from Explorer and the screenshot must not be cropped.
Kindly ensure that the documents you provide are clear and legible. You may upload them directly to your verification page or respond to the email that was sent to you earlier.
We would also like to extend our sincere apologies for the technical issue experienced with our email service earlier.
Thank you for your understanding. Should you have any further questions or require assistance, please do not hesitate to contact us.
Best regards,
NineCasino
TranslationWhy do I have to upload my passport AGAIN?
It has already been verified twice (!!).
Dear Tabru,
Have you been able to provide the casino with the proof of the deposit also on verification page or by responding to their email as requested?
Have you also sent them the photo of an ID?
TranslationYes, to both.
I also uploaded a selfie and ID twice and got it confirmed.
TranslationNow everything has been reversed....
As you can see from the old screenshots, everything was confirmed.
I now believe this is intentional so that I don't have to pay out.
Dear NineCasino,
Could you please specify, if there is any problem with the documents submitted by the player?
Thank you.
Dear Tabru,
Upon further review, we can confirm that no new documents have been uploaded to the issuer verification page since the last request.
Please note that the proof of identity verification is done automatically and cannot be reviewed if sent via email.
Additionally, kindly upload a screenshot of your transaction, ensuring that it is not cropped, as previously advised.
If you experience any issues uploading the requested documents, please let us know and we will be happy to assist you.
Dear Mirka,
We have provided further information via email. Please review it when you have a moment.
Best regards,
NineCasino
TranslationThis does not explain why everything was reversed after my documents had already been confirmed.
The same applies to the proof of my transaction. I've already uploaded it several times.
I'm happy to send the documents again, in conjunction with Casino Guru, but then I want everything to remain confirmed!
Dear Tabru,
I understand your frustration with casino's verification requests, however please understand, that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take longer time and more requests to complete this thorough process.
Please try to satisfy the casino's requirements regarding the submission of the documents and photos if possible, and notify me, about the development of the verification process.
Thank you for your understanding.
TranslationYes, I do.
But I feel ripped off when the documents are CONFIRMED.
And then 2 weeks later everything is simply reversed without any explanation.
Dear NineCasino,
Could you please confirm, if you have received the player's documents in the requested form?
Thank you.
TranslationI think you misunderstand me.
How is it possible that at first everything appears to me as confirmed (because I uploaded everything correctly) and now all the confirmations are being withdrawn without any explanation and I have to do everything again?
Hello!
We would like to confirm that no new documents have been received since June 20th, and as a result, the verification process remains ongoing.
Kindly note that we are unable to proceed without the required documentation, as previously outlined. We sincerely encourage you to provide the requested files at your earliest convenience to avoid further delays.
Thank you very much for your understanding
Best regards,
NineCasino
TranslationWhy were the documents that were APPROVED at the time downgraded?
TranslationHere is the following AGAIN
the confirmation of my ETH transaction
AGAIN with the note that this is an anonymous wallet.
Translation
This message came yesterday after I uploaded everything.
This is slowly taking on grotesque features.
I have already uploaded my ID and transaction proof several times.
Dear Tabru,
If you believe, the documents you sent the casino are meeting all of their requirements, feel free to forward them to miroslava.d@casino.guru for review.
Thank you.
Dear NineCasino,
Could you please specify, which of the submitted documents did not meet the requirements?
Thank you.
Hello!
We would like to inform you that pages 2 and 3 of the passport have been received. However, as previously mentioned, we require all of the first five pages for verification. At this time, we are still awaiting pages 1, 4, and 5.
Additionally, we kindly request proof of deposit for the transaction made on 14 May 2025 at 13:40:15 UTC. The file provided earlier was cropped and therefore cannot be accepted. Furthermore, the initial file submitted from the explorer is also not acceptable.
Should you need any further information or assistance, please do not hesitate to contact us.
Thank you for your cooperation and understanding.
Best regards,
NineCasino
TranslationWas the proof of payment sufficient or not?
Contrary to the answer given here, the screenshot was apparently accepted.
I have sent a copy of the pictures to miroslava.d@casino.guru forwarded.
Because of this hassle with the deposit verification, the deposit was made too long ago for me to see it in my wallet dashboard.
Therefore, I have enclosed a full-format screenshot of my wallet address.
Based on the screenshot provided above, as well as the hash, it is clear that it is the same wallet.
Dear NineCasino,
Would you be able to suggest a way, in which the player would be able to provide the proof of payment, which would meet the criteria, since it seems like, it cannot be visible on the dashboard? Would it be possible for her to provide for example a screen recording, where she would move between pages to show all needed information?
Thank you.
Dear Tabru,
Regarding the proof of deposit, please note that we require an uncropped screenshot.
For cryptocurrency transactions, it is important that all details are clearly visible, as the transaction data can be easily verified. We only require the information related to the specific transaction that was made to your casino account.
If you encounter any difficulties locating this transaction, please inform us so that we may assist you further.
Best regards,
NineCasino
Dear player,
Please provide the casino with full screenshot (use printscreen instead of a screen cropping tool, if you use a computer).
TranslationSo somehow I feel really ripped off.
I wrote to the casino EXPLICITLY and MULTIPLE TIMES that it was an anonymous wallet.
And now it is rejected again.
I'm really fed up with this and will now file a complaint with the licensor.
TranslationAttached is the screenshot of the hash code which I have now uploaded again.
Dear NineCasino,
Could you please clarify, if the last submitted screenshot is sufficient for verification purposes?
Thank you.
TranslationMy money has now been stolen too!!
What kind of store is this?
Attached is a current screenshot, my balance is at 0.
Dear Tabru,
As stated in our Terms of Service, failure to comply with our Know Your Customer (KYC) requirements may result in the suspension or closure of your account, as well as confiscation of winnings:
7.5. It's the player's responsibility to ensure that all documents as a part of the KYC process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player.
Dear Mirka,
We have sent you an email with further information. Please review it at your earlier convenience,
Best regards,
NineCasino
TranslationThat's the height of it!
I verified myself with Video Ident and all documents are mine.
What you are claiming here is an absolute disgrace.
Especially considering that my account has already been accepted as fully verified by YOU.
Reversing everything afterwards and taking my credit is simply theft.
Dear player,
If I understand it correctly, proof of deposit from a crypto wallet is needed (after you log in).
Could you please clarify, which wallet you have been using?
Thank you.
TranslationAre you serious?
I have already uploaded all the screenshots and hashtags here several times.
My wallet is ANONYMOUS, see for yourself
https://guarda.com/
And why doesn't Ninecasino have to justify itself here, because they simply confiscate my funds EVEN THOUGH my KYC was confirmed?
Again, so everyone understands:
My account was verified!
When I subsequently requested a withdrawal, the casino started causing problems and gradually removed everything that was considered confirmed (see first screenshots).
Then I delivered EVERYTHING again, with screenshots, hashtags, proof of payment
Then my credit was withdrawn and they claimed I had forged something, which is DEFINITELY not the case!
Why do I have to justify myself here if the casino robbed me?
I find it unbelievable that nothing has happened here for two months now.
Dear player,
Would you be able to log in to your Guarda wallet, and make a printscreen of the transaction? It should be visible in the section Wallet transactions:
TranslationSorry, but I already did that.
MULTIPLE TIMES!
And because the transaction happened so long ago, it's no longer shown on my dashboard; the display only goes back three months.
See my post 10.08.2025
Dear player,
Please submit a screenshot from your Guarda wallet, where your wallet address would be visible.
Thank you.
Dear player,
Would you be able to display the transaction in question by searching it in the wallet Transactions tab?
TranslationSee my answer 24.08.
The transaction occurred too long ago to still be displayed in the dashboard.
Dear NineCasino,
As you can see, the the wallet address visible on the screenshot from Guarda wallet matches the address on the screenshot with the transaction detail.
Would you be able accept this for KYC purposes? .
Hello,
We would like to note that screenshots from a blockchain explorer cannot be accepted as valid proof, as previously stated.
Despite multiple earlier requests, we have not received an uncropped screenshot of the transaction from the player’s own wallet interface.
Please note that cryptocurrency transactions are permanently recorded on the blockchain and do not expire or disappear. Therefore, the transaction data should be accessible within the player’s wallet.
We are careful about who owns the account, as the player has not yet provided the necessary documents, so the account has been closed due to a failed KYC verification, which was stated earlier.
Thank you for your understanding. If you have additional questions, please let us know.
Best regards,
NineCasino
TranslationAbsolutely unfair.
I tried for months (!) to verify my account and the only thing that kept coming up was the wallet.
You should be able to see in the logs that I also asked several times in the chat what needed to be changed in the screenshots or how I could prove it.
And I have also verified the transaction data with hashtags several times.
That was the ONLY thing and the rest was CONFIRMED!
Nevertheless, you not only collect my winnings but also my deposit.
This is theft.
The KYC did not fail but was arbitrarily sabotaged by you.
And instead of offering me real help/support, you rob me of 1000€.
Never again.
Dear player,
Please understand, we consider casino request for an uncropped screenshot reasonable. May is not that far in the past, that it would be deleted from the crypto wallet.
Please input the transaction hash (ending with ...21a) into the search bar as visible on the screenshot below, and make a full screenshot using printscreen.
Please note, that your cooperation is needed for you to be able to pass a verification and access your money.
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the requested screenshot in an exact form, as casino requested in the given time frame or don’t require any further assistance, we will reject the complaint.
TranslationI don't understand why you don't believe me.
The history displayed in the dashboard only goes back 3 months.
Attached is the screenshot with the search for the hashtag.
TranslationI could create a video of myself logging into my wallet, showing that it doesn't work in the explorer, and then switching from the wallet to the ETH explorer, where the transaction is still displayed.
Would that finally solve the problem and I get my money?
Dear player,
Since this situation is unusual, please record the mentioned video. Also, it would be useful, if you contacted the operator of Guarda wallet with the request for a report or statement, where transactions would be visible.
Thank you.
Dear Tabru,
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.
TranslationHello,
Sorry, but I had to familiarize myself with the software first.
It seems I can still upload it here, so I sent you the video by email.
Dear player,
Please include part, where you are inserting the hash into the search tap, and press enter the video, and provide communication with the guarda wallet support, if you were unable to obtain the report.
Thank you.
TranslationThis can be seen at the beginning of the video.
Dear Tabru,
Thank you for your efforts so far. However, the video you provided does not include the requested search for the hash. We also have not yet received a report from Guarda support, despite requesting it several times. We understand this process can be challenging, and we appreciate your cooperation. Please note that we truly want to help resolve your complaint, but we need your assistance to move forward.
We are extending the timer by 7 days. Please be aware that in case you fail to provide all of the requested evidence within the given time frame or don’t require any further assistance, we will reject the complaint.
TranslationI have now created a new video, specifically about searching for the hash, as well as my communication with the wallet's support.
I sent the video to both you and Ninecasino.
Dear NineCasino,
We received screen recording from the player showing, that the transaction in fact is not visible on the dashboard, and cannot be searched on the tab. Would you be able to reconsider your decision, if the player sends you the mentioned screen recording, with regard to the fact, that the wallet address matches the one on the screenshot provided previously (when it was still visible to the player?
Thank you.
TranslationI sent it to Ninecasino via CC so that every process remains transparent.
Hello!
The video you provided has been carefully reviewed by our verification team. Based on all the information available, including the visible transactions shown in your video, the decision remains unchanged and cannot be reconsidered.
Please note that proof of deposit from your wallet was first requested on 20 June. The same request, with all required specifications, was repeated in your complaint on 6 July.
In the video provided, transactions are clearly visible in the wallet, and stated the wallet shows activity for the last three months, meaning the relevant deposits should appear in the Garuda Wallet for the period when the documents were requested. At this stage, it is not relevant whether the transactions are visible now, because the request for proof of deposit was made much earlier, when the information was still available in the wallet.
Just showing the wallet address is not enough to prove ownership or control that wallet. The screenshots sent before were also cropped and did not show the full screen, even though we clearly asked for full, uncropped images. Because these instructions were not followed, the documents could not be accepted for KYC.
We also remind you that screenshots or links from blockchain explorers cannot be accepted as valid proof of deposit, as this information is public and does not in itself prove ownership or control of the wallet.
Because the requested documents were not provided while they were available, the KYC verification was not successfully completed. As a result, the account closure and confiscation of funds are in line with the Terms and Conditions applicable in cases where KYC verification fails.
Best regards,
NineCasino
TranslationThey claim that I responded too late and justify the withdrawal of my credit (unjustifiably, mind you) by stating that I had not submitted a verification at that time.
Based on the screenshot, at that time the proof of deposit was considered CONFIRMED.
Strangely enough, everything worked fine until I wanted to withdraw the money...
They simply reversed everything and now claim they are entitled to keep my money because I did not cooperate within the deadline.
That's not true either; you can see how old this post is and I was quite willing to hand everything over, but YOU didn't comment at all to wait it out.
And instead of pointing out to me that the screenshot alone is not sufficient for you because it is cropped, this point got lost in the litany of requirements, and I quite believe that this is a calculated move on your part.
By the way, what's the deadline?
You neither informed me of the timeframe within which this had to be fulfilled, nor is it mentioned in the terms and conditions. How can you claim that I submitted my documents "too late"?
I simply had no idea how any of this worked and asked for help in the chat often enough. To punish me for that is just a low blow and shows how you apparently treat your customers.
I am requesting one last payment of my balance,
Otherwise I will take legal action.
TranslationLet me quote from THIS post:
There is no time limit to complete KYC,
And I kept being told that I was verified.
Dear player,
I am extending the timer, since we need more time to discuss the issue internally due to the complexity of the case.
Thank you for your patience.
Dear player,
Unfortunately, we cannot support you in this complaint at the moment in the change of casino's decision. The proof of deposit has been fist requested on June 20th, and in the thread, it has been requested again on July 6th with specification, that it needs to be uncropped. After that, the casino again requested it multiple times during July, which has not been fulfilled from your side. If the casino gave you less than a month to supply all of the requested evidence, we would have more grounds to support you, however, it hasn't been the case.
I understand, it is unfortunate situation, and at this point I can just advise you, that in the future, to ty to provide casinos documents in the form, in which it has been specifically requested as soon as possible, and if there are any issues, to report is as soon as possible along with supporting evidence.
It is unfortunate, that support of the crypto wallet you were using could not provide full report of transaction history, since at one point it could have been useful - if it turned out, you would be able to obtain it, feel free to reach out to me, and we will try to involve the casino in the issue again.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future.
Best regards,
Mirka
