Nine Win Casino - Player is experiencing problems with ID verification.

Hi there. i made 3 deposits and after i win i tried to withdraw but the casino is asking to verify my id. I already verify email and phone number but when i try to verify my id the website is blocked and i cannot do anything. i contact them several times and request to send over by email which they refuse and keep saying that they are trying to solve the issue. is there anything i can do as my funds are blocked now.

Dear liviupopa26,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the screenshot of the error you see when you try verifying your ID?

Could you kindly confirm that you access the casino website without using a VPN or any other software that changes your true location?

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

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

Dear liviupopa26,

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.