NineCasino - Player's withdrawal is delayed.

I have been going back and forth with ninecasino regarding my account verification since september. The issue boils down to me using my self custody crypto wallet for the deposit. They insist that i give them a screenshot from my self custody wallet that has my details. I am sure they know that what they are asking for is impossible for me to provide as they are a crypto casino. I have also told them this several times, i ended up asking for an alternative to withdraw, but they will not let me. They are asking me for something that is impossible for me to provide in order for them to not pay out my winnings.

I am happy to send proof of this as i have a lot of email correspondence with them.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 specify which service you are using for your crypto wallet?
• Have you provided screenshots from the wallet to the casino, even without the requested personal information?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], 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

The wallet i use is called "exodus"

I have provided screenshots of my deposit and my crypto address several times.

I did use a bonus

I have forwarded the emails we have shared to you.

Dear golfjon1

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear golfjon1,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from NineCasino to join this conversation and assist in addressing the complaint.

Dear NineCasino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear golfjon1 and Stefan,

Thank you for reaching out to us.

Upon reviewing the case, we can confirm that the player was contacted via email on November 5 regarding this matter. In that message, the player was advised to create a screen recording demonstrating the full login process, including entering their email and password, followed by displaying the QR code and wallet information.

The player is kindly requested to complete this recording and send it as a reply to the most recent email received from our team. Once we have received the recording, we will be able to proceed with the next steps of the account verification process.

Thank you for your understanding and cooperation.

Best regards,

NineCasino

Dear NineCasino,

Thank you for your response and cooperation.

Dear golfjon1,

Could you please reply to the casino’s email and provide the requested video recording? Kindly inform me once you have submitted the documentation.

I look forward to your response.

There is no login information since its a self custody wallet. Its just my seed phrase...

Dear golfjon1,

Could you please confirm which wallet you used to fund the casino?

I look forward to your response.

Exodus

Dear golfjon1,

Could you please record the process of opening your Exodus wallet, navigating to Wallet, selecting the cryptocurrency you used to top up your casino account, and then clicking on Receive to display your crypto address and the corresponding QR code, as requested by the casino?

Please let me know once you have sent this recording to the casino. You may also CC me in the email at [email protected].

I look forward to your response.

I sent it

Dear golfjon1,

Thank you for your email.

Dear NineCasino,

Could you please confirm whether you have had the opportunity to review the video provided by the player?

I look forward to your response.

Dear golfjon1,

We would like to inform you that the video provided has been accepted as proof of ownership of your crypto wallet.

However, we have sent you a short questionnaire via email regarding your source of wealth, which is part of our standard AML (Anti-Money Laundering) procedure. Kindly complete all 8 questions and return your responses using the same email thread.

Thank you for your cooperation. Should you have any further questions, please do not hesitate to contact us.

Best regards,

NineCasino

Dear NineCasino Team,

Thank you for your update regarding the player’s video submission.

We understand that the video has been accepted as proof of ownership of the crypto wallet and that the player has been sent a short questionnaire regarding their source of wealth as part of your standard AML procedure.

Dear golfjon1

We will await your completion and return of the questionnaire. Please let us know once it is submitted.

Dear golfjon1,

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.

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,
Stefan
Casino.Guru