Nine Win Casino - Player’s account is closed due to document issues.

I was requested for documents showing my income. I provided casino with my payroll for 3 months which I worked and document was rejected. Now I can't even log in into my account. My account is disabled now for more than 2 months. I've sent them numeros mails with my bank statment and payroll and It was not approved. Keep in mind that I deposited no more than 3000€ with all my deposits on casino.

Dear limbo123,

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 the proof of income seems to be the only issue? Have you provided any other documents to verify your account and have they all been approved?
• 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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Do I understand correctly that verifying the proof of income seems to be the only issue? Have you provided any other documents to verify your account and have they all been approved? Yes problem is proof of income.I've send them all required documents.My bank statment and payroll. I provided casino with my ID documents which were verifed.

Have you provided all the required documents as soon as possible and in the correct format? As I sad before I provided casino with all required documents.

Thank you very much for your reply, limbo123. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I forwarded emails to you