Nine Casino - Player’s struggling to complete account verification.

I bet and won 2550 euros playing roulette. I sent NIE, photo of debit card, address, bank account, and they do not accept anything, the last thing I sent was a certification of my card, issued by my bank. They continue to reject everything. He asks me for proof of having played in the casino and I sent them as a photo, still nothing until today

Dear C7676,

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

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you provided all the required documents as soon as possible and in the correct format? Did the casino clarify what was wrong with your documents?

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

Best regards,

Kristina

Dear C7676,

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.