The player from California had requested a withdrawal two weeks prior but faced issues as the casino insisted on verifying an address she no longer resided at, despite her submission of other required documents. The Complaints Team had extended the response time for the player but ultimately had to close the complaint due to a lack of communication from her side. The casino's insistence on verifying the outdated address remained unresolved, and the player was informed that she could reopen the complaint in the future if she chose to continue the dialogue.
Ninja Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: $678
Ninja Casino
Safety Index:Very highCase summary
Discussion
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3 months ago
They want verification at address I no longer live at but I sent it everything else but they still want me to verify that old address
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3 months ago
Dear player,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
- Please specify when you create your account. Did you use your old address for registration?
- Have you informed the casino about the change of address?
- Could you please advise which documents you have already provided and when you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
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,
Natalia
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 months ago
Dear Itsmesonia,
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.
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2 months ago
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,
Natalia
Casino.Guru
