NineCasino - Player's withdrawal is delayed.

Hi, back in may 2025, i asked for a withdrawal(500$) after having played on ninecasino sportsbook. The money is real betting profit and my account is 100% legit. So they declined first request stating i had to verify my account. Ok fine so I sent them proof of adress, ID, and proof of deposit(via crypto) and they approved all documents. Just FYI, i've played on several sportsbooks and never had problem verifying my accounts. After my documents were approved, i asked again for a withdrawal (1200CAD this time) and they told me i had to provide account statement from my crypto platform, and this is where the problems begin. I provided them the statement that i uploaded from my platform (crypto.com) and they replied back by telling my this was not ok since it had to show full name, email adress and crypto wallet adress. Since i could not find all these infos at the same place i tried to send several screenshot from my account with all the infos. They replied by telling me everything has to be seen at the same place and that if i cant find i should ask my crypto platform support to help me find it(now being in july). So after that i talked with my crypto platform support and they told me they do not issue statement with name/email and wallet adress on it. So i get back to nine casino. They told me i should then send a video of me browsing to my account so they can see all informations they need to. Thats what i did. After that they ask for a better quality, and that is what i sent them again on september 21, 2025. After that, no answer. i ask them if everything was finally good again on september 29 and again on october 18. I have all the email between them and me if you need to see (at least 20-25 maybe 30 email sent/received). Cant attach you the video i sent them as its 6MB

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Stay safe.

Hello,

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.

• Do I understand correctly that verifying your crypto wallet seems to be the only issue?
• Can you list all the documents you've submitted to NineCasino so far?

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

Best regards,

Kristina

Hello, thanks for the answer. You're right, only issue is to verify my crypto wallet. They ask for a statement with ''cryptowallet profile details (showing wallet address, email, name)'' but as i mentionned, crypto platform do not issue the statements with all these infos on it.

So far, i've submitted proof of ID (Driver licence-approved), proof of adress (utility bill-approved). If i remember right i think i also sent a proof of deposit that they also approved. It is after that that they asked for more verification from crypto wallet. After that, since i couldnt find a document with al required info on the same place i submitted several screenshots from my crypto account. But again they asked for all info on the same document/at the same time. So i reach out to Crypto platform support and thats the moment they told me it was impossible to have.

So when i get back to ninecasino, they told me it would be ok if i submitted a video from my crypto account, showing all information. So thats what i did i submitted a video of me browsing through all my account, showsing all the informations that they asked for. But since that, no return from them, it's been almost 2 months.

Would it be helpful for you if i show screenshot of conversation i had with them/email?

Thanks

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hi, i've forwarded everything to you by email. Thanks

Hello, i have received an answer from Nine Casino. They ask for some other informations, but thats is pretty personal. Should i answer that? See below

Hello!For additional verification of your account, we would ask you to upload the following documents into your profile (Documents tab):

- a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)

Please upload the documents to your profile on the casino website, so we can check them and verify your account.

1. Make sure your documents are clear and properly prepared.

2. Click on your profile icon.

3. Select "Verification" from the menu.

4. You will be redirected to the upload page.

5. Upload your documents for verification.

Additionally, we would ask you to answer the following questions:

1.What is your main source of income? 

Salary - employment

Salary - self-employment 

Pension

Dividends

Inheritance

Winnings

Savings

Sale of property

Crypto mining

Trading

Other - please specify 

2. Do you have other sources of income? 

Salary - employment

Salary - self-employment 

Pension

Dividends

Inheritance

Winnings

Savings

Sale of property

Crypto mining

Trading

Other - please specify 

3. What are you total annual earnings? 

·€0 – €29,999

·€30,000 – €49,999

·€50,000 – €89,000

·€90,000 +

4. What is your expected level of spending per year? 

·€0 – €10,000

·€10,001 – €20,000

·€20,001 – €30,000

·€30,001 – €40,000

·€40,000 +

5. What is your employment status? 

Employed (full time)

Employed (part-time)

Self-employed

Temporarily not working

Unemployed

Retired

Student

6. What is your primary occupation? 

7. What is your nationality?

8. What is your place of birth?

Best regards,

Payments Team

This is a standard questionnaire that casinos use to assess a player’s financial capacity and ensure that gaming activity does not negatively impact their personal financial situation. If you have not yet provided your responses, we recommend cooperating with the casino so the verification process can be completed promptly.

Hello, i dit reply to their survey. No comeback from their side after over a week.

Also, they asked for : - a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months), i litterally send them my last salary statement and they rejected it without explanation. What can i do more ?

Dear Jfill

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, Samuel ([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,

Kristina

Dear Jfill,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from NineCasino to join this conversation. Their input should help us move the case forward more efficiently.

Dear NineCasino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on why the player’s withdrawal is still delayed, despite having submitted the requested documents, and what else is required to process it.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello!

We would like to confirm that the provided video of your cryptocurrency account verification has been accepted, and the Source of Wealth questionnaire responses have been received.

However, we are still awaiting documentation supporting your Source of Wealth, which is required as part of our standard AML procedures, as outlined at the bottom of our website. This documentation should demonstrate the origin of the funds used for deposits at our casino. Examples include a salary statement, proof of business ownership, property sale agreement, inheritance payment, divorce settlement, or similar evidence covering the last three months.

Please note that the most recent document submitted was rejected because it did not meet the required three-month duration. You may provide multiple files if necessary to cover the applicable period.

If you have any further questions or require assistance, please do not hesitate to contact us.

Best regards,

NineCasino

Hello,

thanks for the quick return and the confirmation!

For the documentation, the document I submitted does indicate my income for the current period (the last two weeks) as well as my cumulative income since the beginning of the year, covering approximately ten months.

As I am paid on a biweekly basis, could you please confirm whether I am required to provide my pay statements for the last three months, meaning a total of six statements?

Thank you!

Dear Jfill,

Thank you for your message.

Please provide your salary documentation covering the past three months. If your most recent document is dated mid-month, the first document should show a date corresponding to the same day or earlier, to ensure the full three-month period is covered.

If you are unable to upload all documents via your verification tab, kindly send them to us by email at [email protected] with the subject line "CasinoGuru." We will then forward your documents to the dedicated verification team for review.

Thank you for your understanding. Should you have any further questions, please feel free to contact us.

Best regards,

NineCasino

Hello everyone,

thank you, NineCasino representative, for your prompt response and for providing clear and detailed instructions regarding the required documentation. Your cooperation in this matter is greatly appreciated.

Jfill, please proceed with uploading or emailing the requested salary documents as instructed by the casino. Once done, kindly let me know here. If you encounter any issues during the process, please inform me immediately.

Thank you both for your cooperation.

Hi, i have deposited my last 7 salary statements(merged in one file) on the website, covering back to august 10.

Will wait for the approval

Thanks again everyone

hello again, i tried to deposit on the site one file with all the salary statements merged together but it has been rejected, asking for PDFcopy of orignial documents, so i re sent them by email to [email protected] with the object being : CasinoGuru.

Thanks!

Hello Jfill,

thank you very much for the update. Please let me know as soon as you receive a response from the casino, so I can proceed accordingly and stay fully informed about the situation.

Thank you for your cooperation.

Still no response from them. Can you verify if they have received my statements and if everything is finally approved?

Thanks

Hello everyone,

Thank you, Jfill, for the update. I understand your concern regarding the missing response after sending the documents by email.

Dear NineCasino, I kindly ask you to confirm whether the player’s salary documents sent by email have been successfully received and to provide an update on the current status of the verification review.

Thank you both for your cooperation.

Dear Jfill,

We would like to inform you that your payslips and questionnaire have been accepted.

To proceed, we require documentation for the source of funds – a document or set of documents showing the transfer of the funds you deposited into our casino. The type of documentation depends on the payment method used and can include a PDF bank statement or e-wallet statement. This should cover the period of April and May.

Please provide us with a bank statement that shows your crypto account being replenished.

Thank you for your patience and understanding. If you have any further questions, please let us know.

Best regards,

NineCasino

Hello, i already submitted those statements, and it was the beggining of the issue because the statements from the Crypto Wallet did not show personnal informations. It was after that that you asked for a lot of document, including finally a video showing my crypto account, etc and this video has been accepted...We're going around in circles...

So far i have submitted :

• ID
• Proof of address(utility bill)
• Proof of deposit(Crypto.com statement)
• Video of me browsing in my crypto account
• Selfie / Video selfie
• 7 salary statements
• Source of Wealth questionnaire responses

Everything has been accepted.

So now you want bank statements from april/may showing transfer to my crypto account? Right?

Should i send them via email again? Will you get back to me or i will have to ask again here to see if it is accepted?

Hello everyone,

Thank you, NineCasino, for your update regarding the remaining required documentation. Could you please clarify the preferred method for the player to submit the bank statements covering April–May, and provide an estimate of how long the review of these documents may take?

Dear Jfill, I understand that this process has been prolonged, and I want to thank you for your patience and cooperation throughout. If possible, please provide the requested bank statements as instructed by the casino, and confirm here in this complaint thread once they have been sent.

Thank you both for your support and collaboration.

Hi, I have sent both documents by email, because when I export my transactions statement from my crypto wallet(crypto.com) it creates a .csv and i cant upload this type of file on the website. I also sent my bank account statement from may 2025 where we can see that I transfered funds to my crypto.com account.

but Again, as I said, I already shared these type of documents and they rejected the crypto wallet statement because my name/personal infos did not appeared on it…Hope this time it will be ok since i shared all the infos they asked accordingly

thanks Again

Hello again, i received an eanser from the casino. They now ask for a document showing the transfer of the funds i've deposited into the caisno for the last 3 months. Problem is my account is bloecked since may so i havent deposited at all since may. I cannot provide such a document. Its getting a little bit ridiculous now. I have reply to them by email.

Thanks

Dear Jfill and NineCasino,

Jfill, I understand your frustration, especially given that your account has been blocked since May and that you have already provided all the requested documentation. Thank you for your patience and for submitting the documents as instructed by the casino.

NineCasino, as the player has already sent all available documents, could you please clarify directly in this thread what specific documentation or evidence is still required and provide guidance that the player can realistically follow? This will help ensure the verification process can move forward without further unnecessary delays.

Jfill, please continue to keep me updated on any replies from the casino. I will monitor the case closely until it is fully resolved.

Dear Jfill,

We would like to apologize for any confusion caused. Please note that the requested documents were specifically for the months of April and May only.

We would also like to inform you that we have received your bank statement and transaction report. These documents are currently under review, and we will update you as soon as possible regarding the next steps.

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

Best regards,

NineCasino

Thanks for the reply. But could you tell me what will be the ''next steps'' and how many steps i have to do before having my account verified and my money available for withdrawals? I have verified my identity, my adress, all my personal info, my salary, the origin of my funds, my deposits, my crypto wallet and so on...what do i need to do more? Could you just tell my what to do completly instead of wasting a month between every steps...

Thanks

Again this morning, documet rejected. I litterally exported my crypto wallet transactions from march to may on the crypto app and its been rejected. What do you want more?

Dear NineCasino,

Thank you for your previous response.

Based on the player’s latest update, the requested documentation appears to have been submitted again and was rejected without clear explanation. To avoid further delays and repeated rejections, I kindly ask you to clarify the following directly in this thread:

• What exact format or specific details are missing from the crypto wallet transaction export for March–May?
• Are there any additional requirements (e.g. screenshots, specific file format, visible wallet address, timestamps, or ownership proof) that the player must include?
• Is there any remaining verification step outstanding beyond the documents already mentioned?

Providing clear and concrete guidance will allow the player to submit the correct documentation and help move this case forward efficiently.

Jfill, thank you for your continued cooperation and patience. Please keep me informed of any further responses or requests from the casino.

Hello!

We would like to inform you that the bank statement showing transfers to the wallet has been accepted, as it clearly demonstrates how the wallet was funded.

However, the provided CSV file has been rejected, as it does not contain any customer-identifying information and doesn't reflects the full period of April–May. Please note that such details are necessary in order to properly identify and validate the document.

If no other document can be obtained directly from the wallet that meets the required specifications, we recommend that the user contacts the wallet support team to request an official statement for the full period of April–May showing the deposits to our casino.

Thank you for your understanding.

Best regards,

NineCasino

Hello, as i said above, back in may-june when i was trying to verify my account, we had the same problem. I did contact the support from my crypto account (Crypto.com). They said they never issue statement with personnal infos. I shared screenshot from my conversation with them. After that, Ninecasino said : Well ok so please share a video of you browsing through your crypto account showing personnal infos etc etc. I can also share screenshot from that request. I can also re-share the video or take another one.

Again and again we running around in circles...

I have no problem making sure the requested document/information is provided, even if i need to find/submit new statements/document/video or whatever but we just need to figure out how i can prove my account is legit. I did everything right with my account/money and verification process but i think there is just too much information/document have been shared/asked/shared again/requested again by different people/departments.

Could you just tell me what is missing exactly and completly so we can settle this once for all in one simple step.

Thanks!

Dear NineCasino,

Thank you for your previous clarifications.

Based on the latest updates from Jfill, it seems that all available documentation has been submitted, including ID, proof of address, salary statements, crypto wallet video, and bank statements. The player has also indicated that they have already contacted their wallet provider and cannot obtain additional customer-identifying statements.

To avoid further delays and repeated rejections, could you please provide a single, complete list of any remaining documentation or steps required, specifying exact formats, details, or any additional verification needed, so the player can submit everything correctly at once?

Dear Jfill, thank you for your patience and cooperation. Once NineCasino provides concrete guidance, please follow the instructions and keep me informed here, so we can resolve this case efficiently.

Dear Jfill,

The previously provided video was sufficient to confirm proof of ownership of your account; however, it cannot be accepted as transaction history because the quality is poor, and it does not cover the full required period.

Please create a new screen recording showing your transaction history for the entire requested period, ensuring that all relevant details, such as dates and amounts, are clearly visible throughout the recording.

In addition, kindly contact the support team of your wallet and request a transaction statement in PDF format for the required period, as the previous request appears to have been for proof of ownership, which is no longer required since it has already been verified.

If you have any further questions or require additional assistance, please contact us at [email protected] with the subject line "CasinoGuru".

Best regards,

NineCasino

Hello, i have a statement in pdf format now. But for the video, it cannot be sent via email as it is too big. Was 55mo, compressed it to 26mo but still too much for an email. How can i send you? Thanks

Hey, me Again, submitted my statement in PDF format this morning on the website and it is now rejected with the reason : document is not necessary for verification .

you must be kidding me right? …

Dear Jfill,

thank you for your update and for your continued cooperation. I appreciate you following the instructions and submitting the PDF statement.

Dear NineCasino,

could you please advise on the next steps for the video submission, considering the file size, and clarify any remaining verification requirements so the player can provide everything correctly?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jfill,

We would like to inform you that the provided PDF files were rejected, as they appear to be converted directly from CSV format. The reason CSV files cannot be accepted as valid proof is that they do not contain distinctive information linking the data to a specific wallet or user, and such files can be easily modified. For this reason, CSV files are generally not accepted as valid supporting documents.

Additionally, we have reviewed the screenshots you provided from your previous communication with Support. We would like to clarify that the earlier request referred to proof of ownership, as stated in that conversation.

The current request, however, concerns the Source of Funds verification. For this purpose, we require a transaction history for the months of April and May, provided in PDF format, and containing identifiable information related to the wallet or its ownership.

You may contact your wallet provider’s support team to request the necessary documentation. If they are unable to issue such a document, please provide a copy of your correspondence with them confirming this.

Best regards,

NineCasino

Hello, thanks for the return. By wallet, you mean the crypto wallet i deposit from to ninecasino, or my personnal account where i funded my crypto wallet before depositing to Ninecasino?

Dear Jfill and NineCasino,

thank you both for the updates.

Jfill, to clarify your question: NineCasino, could you please confirm whether the required PDF for Source of Funds should come directly from the crypto wallet used to deposit into the casino, or from your personal account that funded the wallet? This will allow the player to provide the correct document and avoid further delays.

Once this is clarified, Jfill can submit the proper PDF or correspondence from the wallet provider, and we can proceed to complete the verification process.

Thank you both for your cooperation.

Hello everyone, so i have talked with crypto.com support to explain them the situation and asking for a PDF official statement. As i said earlier, they do not provide PDF statement, only .csv. However, they offered to send me a document, with my personnal info on it, proving my account is in good hand and showing the actual balance i have in my wallets. You can see attached the screenshots my conversation and the said document. Let me Know if finally its ok.

Dear Jfill,

Please provide source of funds proof for the crypto wallet used for your April and May deposits to the casino.

All relevant information on what documents can be accepted can be found above.

Best regards,

NineCasino

Ok, I sent them via email. Let me know if eveyrything is allright

Thanks

Dear Jfill and NineCasino,

thank you, NineCasino, for clarifying the requirements regarding the source of funds. I appreciate your cooperation in helping us move this complaint forward.

Jfill, thank you for sending the documents and for providing the additional information from crypto.com. Please let us know once NineCasino confirms whether the submitted proof meets their requirements so that we can continue with the verification process.

I’ll monitor the case and update the thread as soon as there’s a response from the casino.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jfill,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel