Nine Casino - Player’s withdrawal is delayed due to verification issues.

Buongiorno,

da una settimana circa non mi è possibile completare la verifica dell'account ed il conseguente prelievo. Mi viene comunicato che il documento d'identità non è stato accettato ma non mi è permesso di ricaricare il documento, quando clicco su "verifica" mi viene detto che la verifica è avvenuta con successo. Gli operatori non mi forniscono una stima per la chiusura del problema

Dear gian234, 

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

Could you please specify which of your identity documents have not been accepted?

Would it be possible to send the problematic document to the casino via email for verification?

When was the last time you communicated with the casino customer support regarding this issue?

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

Best regards, 

Veronika

Buongiorno,

parlando con il servizio clienti mi è stato detto che non è possibile inviare via mail il documento per effettuare la verifica, non ho motivazioni del perché la mia carta di identità non sia stata accettata, l’ultimo contatto è stato giovedì

Please send me a screenshot of the verification section in your casino profile.

Also, kindly forward me the communication between you and the casino stating that your ID was not accepted. Please include the ID you sent to the casino as well. My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

Dear gian234,

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.