Nine Win Casino - Player's withdrawal blocked due to verification issues.

I have been playing on ninewin for months with many successful withdrawals. I successfully withdrew £400 on the 15th of May and had previously withdrew 1.3k of winnings. I won a £700 jackpot yesterday and tried to withdraw. My account has now been blocked from withdrawing funds and is requesting verification but is not allowing me to upload my documents. I have deposited around 4k in total and now I've won they won't let me withdraw.

Dear lionsandals77,

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.

• Have you contacted casino support regarding the issue?
• Have you been advised to submit documents in an alternative way?
• 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 in advance for your reply.

Best regards,

Tomas

I have spoken to support there is an issue with their verification system where it will not allow ID to be uploaded. Its been nearly a week and I still can't withdraw. They have just told me to wait for an email once they have fixed the error with the ID upload. It feels like they are deliberately withholding funds because they don't want to pay out. My balance is now at 1.4k with no alternative solution offered to upload ID documents for verification

In a complaint from another player regarding the same issue, the casino responded saying the technical issue has been resolved. Could you please advise if you had any luck completing the verification and withdrawing winnings?

Hello, this has now been resolved thankfully. On a separate note I didn't realise my username was public on a forum when I initially set this up. How do I change my username so my details aren't public?

Dear lionsandals77,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

I'll change your Casino.Guru username to a random different one. If this solution doesn't work for you please contact me again so that we'll figure out another solution. My email is tomas@casino.guru

Best regards,

Tomas

Casino.Guru