Nine Win Casino - Player is denied withdrawal due to account verification issues.

I’m trying to withdraw and they won’t let me they say my account needs to be verified. They said it was now saying it’s not as they want a bank statement with a number on there and I do not have any account with the number they are looking for. I’ve only deposited with the account I’ve sent proof of.

Dear AlainCawley,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nine Win Casino.

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.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Which payment methods have you used to deposit in the casino? Are you able to check the record of your deposits in the deposit history?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Iv sent you a email of some of the conversations I’d had. I used a visa debit card to deposit. I can add some pictures on here of my bank card and bank statements Iv sent them, if you want.

Thanks for your patience,

I went over your correspondence with the casino.

Could you please share a screenshot of your deposit history you can find in your casino account?

I apologize for the inconvenience.

Dear AlainCawley,

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.