The player from Germany faced issues with withdrawing money from Nine Casino after being asked to verify his account again, despite being an active player. He submitted a bank statement as proof of deposit, but it was rejected because it did not meet the specific requirements outlined by the casino. The Complaints Team was unable to proceed with further investigation or provide potential solutions due to the player's lack of response to inquiries and reminders. Consequently, the complaint was closed for the moment, though the player retained the option to reopen it in the future.
Nine Casino - Player's withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: €66,551
Nine Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
Hello
I've been playing at Nine Casino for a long time now. I was verified when I started playing and have made many deposits and withdrawals since then. This month, out of the blue, they asked me to verify again. I found this a little strange after being such an active player, but I understand they have certain procedures, so I resubmitted all the requested documents.
I submitted my proof of deposit (my monthly bank statement), and they rejected it because they wanted a document that included my name, bank account number (or IBAN), the transaction amount, the recipient's name, the transaction ID, and the date. I explained to them that such a document doesn't exist.
Automatic translation:
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6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NineCasino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please share the most recent document you submitted to the casino that the casino rejected?
- Is the deposit made to the casino among the transactions found on the bank statement?
- Could you please share with me the communication you exchanged with the casino regarding the particular verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Important Notice:
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6 months ago
Dear alick0611,
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.
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6 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
