Nine Casino - Player's withdrawal is delayed due to document issues.

Hi,

This casino has asked me for every possible document they could ask for. I sent them everything, including photo of my card, account info, bank statement, payslips,you name it. They even made me fill out some questionnaire.

And now they’re just messing around. First, they claimed they couldn’t see my salary, even though it’s right there on the documents. I had to resend it multiple times. Now they’re saying they can’t see the deposit on my transaction history, which is also clearly there.

I honestly don’t know what their deal is, but it’s seriously getting on my nerves. And this has been going on for 2 months

Hello Racer22,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nine Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

My verification process has been ongoing since the middle of January. I’ve uploaded everything that was requested, including my passport, proof of my Luxon account, statement of my luxon transactions, payslips, my bank statement, and a document about my income that they asked me to fill out. The last time I spoke to them was through their live chat, where I was told once again to send a bank statement showing a deposit to their platform. I’ve already sent this several times, and I was told the deposit isn’t visible, but it clearly is. It feels like I’m being lied to or just not taken seriously. I’m not sure what the real issue is or why this process is being dragged out for so long, but it doesn’t feel fair or transparent at this point.

Dear Racer22,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Hi,

I sent the transcripts to the email you provided me with.

Thank you Racer22 for all the information provided so far. I will now forward your complaint to my colleague Martin (martin.l@casino.guru), who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Racer22,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the NineCasino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the issue to us? What is the problem with the documents Racer22 provided? Alternatively, can you give us some guidance on how to proceed?

Hello!

To proceed with the verification, we request a detailed bank statement in PDF format, showing the income (i.e., the origin of funds) being credited to the bank account over the past three months or more.

Additionally, we require a bank statement for the month of January that clearly displays your full name, bank account number, and a list of the transaction(s) to the casino.

Please note that any format is acceptable, including a clear photo or PDF file.

Furthermore, we ask that you provide specific information regarding the transaction from "Minora BV" visible in the bank statement. Kindly clarify the source and nature of this transaction.

Best regards,

NineCasino

Dear casino representative,

thank you for the update.

Dear Racer22,

please provide the required documents and information, if you haven't yet. I would also like to ask you to send them to martin.l@casino.guru. If you encounter any issues with the upload process, you can also send me an email to the mentioned address.

Dear Racer22,

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.

Hi,

Apologies for the delayed response.

I just want to clarify that Nine Casino already received my bank statement some time ago, and for the record, it was a full statement covering the entire month of January. I’m genuinely confused as to why this is being requested again—especially since I only made one deposit, which is clearly shown on that statement.

As requested, I’ve sent the payment confirmation from Minora BV to both Nine Casino’s email and the email address you provided me with.

Dear parties,

I can confirm we received a document confirming the payment by Minora BV.

Dear casino representative,

I hope everything is in order now. Please keep us updated on the next steps in the verification and payout process.

Hello, Racer22!

Could you please provide a more detailed LuxonPay account statement? Specifically, we need to see the origin of the funds used for the deposit - for example, if they came from other casino winnings or similar sources.

The currently uploaded statement does not include the source of those funds.

We sincerely appreciate your understanding and cooperation.

Best regards,

NineCasino

Dear casino representative,

thank you for your response. Is there any particular reason behind so many verification requests? Racer22 claims the process has been going on since January. Is LuxonPay account statement the last document the casino will require?

Dear Racer22,

are you able to provide a more detailed LuxonPay statement?

Hi,

I’m getting quite frustrated at this point—I’ve already submitted my Luxon statement to Ninecasino multiple times. Now I’m being asked for a "more detailed" version, but the document I provided clearly shows everything: the source of my funds (freelance work and previous casino winnings) and the deposit to Ninecasino.

At this point, I find it unreasonable to keep resending the same document just for it to be rejected each time without a clear explanation of what is supposedly missing. The requirements seem to keep changing, and I’m left in the dark about what exactly is needed to satisfy the verification process.

So I will kindly ask you to review the statement again and allow me access to my funds.

Hello Racer22,

I fully understand you frustration with the delays and uncertainty surrounding the whole situation. I hope the matter gets resolved soon. I would also like to ask you to send the detailed Luxon Bank statement to martin.l@casino.guru, so we can see that everything is in order.

Dear casino representative,

what is the exact issue with the document provided? Is there a suspicion regarding any transactions? I am kindly asking you to give us more insight on the matter. In case the information is confidential, please let me know on the aforementioned email address.

Hi,

I am just letting you know that I sent you my Luxon bank statement.

Hello!

Requesting documents is a generally accepted verification procedure on the global stage in the online casino industry.

This is nothing less than the security of the platform. As part of this process, the player confirms that he is an adult and is the same person for whom the account is registered.

As part of the verification procedure, the casino has the right to clarify information about the source of the player’s funds, which helps protect the casino’s online business from money laundering.

As the uploaded document is for a single date, it doesn't meet the criteria mentioned.

Specifically, we require an extended LuxonPay account statement to see the origin of the funds used for the deposit, for example, if they came from other casino winnings or similar sources.

Best regards,

NineCasino

Dear parties,

I can confirm the Luxon account statement we received from the player details all transactions from the months of December, January and February.

Dear Racer22,

can you please confirm you provided the casino with the exact same statement you sent to my email? Also, are there any new developments or requirements regarding this matter? Please keep us updated.

Dear casino representative,

as I've just mentioned, the Luxon statement we received details all transactions from the months of December, January and February, along with the source of funds used to play in the casino, and deposit made to the casino. In case you have suspicion or evidence of any wrongdoing please let us know here in this thread, or, in case the information is confidential, you can send it to martin.l@casino.guru. We will be awaiting your response.

Hi,

I am just letting you know that I have sent Nine casino the luxon statement again. I haven't recieved any updates from them or my funds.

Hi,

I'm writing to provide an update regarding my issue with Nine Casino. After fully cooperating with their verification process and submitting every document they requested, I’ve now received an email accusing me of opening multiple accounts.

To be absolutely clear, I have only one account. It is the same account I used to play and win from, and the one they are now refusing to pay out on. These accusations are completely false and seem like a way to avoid paying me what I am rightfully owed.

I’ve provided everything they’ve asked for, responded promptly, and followed every instruction given to me from the start.

At this point, it feels like the situation has completely crossed the line into something unreasonable. I’ve acted in good faith, been patient, and done everything asked of me. Instead of receiving a fair resolution, I am now being met with baseless accusations. It’s incredibly disheartening and, frankly, quite disrespectful.

Dear Racer22,

thank you for updating us.

Dear casino representative,

can you please elaborate on the current events? Has the suspicion arisen from the Luxon statement or from something else? In case it's confidential, please send evidence supporting your claim to martin.l@casino.guru

Dear Racer22,

According to clause 5.2 T&C You are allowed to have only one (1) account. Only one account for each household, IP, PC is allowed. If you attempt to open more than one account, all accounts you try to open may be blocked or closed and any bets may be voided. Also, any returns, deposits, winnings, or bonuses which you have gained or accrued during such time as the duplicate account was active will be forfeited by you and may be reclaimed by us, and you will return to us on demand any such funds which have been withdrawn from the duplicate account.

Please also read the clause 3.1. All bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skill, etc.), and one electronic device (computer, mobile phone, tablet, etc.). Based on the above, we have decided to confiscate your winnings, and close your account for the rules of service.

We strongly recommend restraining from creating duplicate accounts further. Thank you for your understanding.

Dear Martin,

We have sent you an email with proof of the violations stated above. Please review it at your earliest convenience.

Best regards,

NineCasino

Dear Racer22,

After a thorough review of your case, I would like to share the results of our investigation. Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that your account is linked to multiple other accounts, all created or accessed from the same device or location. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to help.

Best Regards,

Martin