Nine Win Casino - Player is unable to withdraw winnings due to account issues.

i made a deposit, actually fell for the offers and made a few deposits stupidly, however I ended up winning £240 by buying free spins. When I then tried to withdraw the winnings I got a pop up saying to verify my email first, but I wasn't receiving the email, I spoke to someone on the live chat who told me that the site was having technical difficulties all of a sudden and they didn't know when it would be back up working. I've left it a little while and tried to log into my account to try the withdrawal again but now I can't even log into my account saying there's a bad connection when all internet is fine and working for everything else I need internet for.

i just find it strange how there's no technical difficulties when making deposits and playing the games but when it comes to a withdrawal there's suddenly technical difficulties and unable to actually log in anymore.

Dear nicoles,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please advise if you provided any documents to verify your identity?
• Have you tried accessing your account from a different device or a place with a different wifi/internet connection?

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,

Kristina

Hiya, this is my first time on the site and making deposits and withdrawals but after a lot of hassling I've managed to get my email verified, but now they want me to send ID documents

Thank you for your reply, nicoles. 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.

• Have you already provided all the required documents?
• Could you please advise which documents you provided and when exactly you sent the last one? 

Thank you.

Dear nicoles,

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.