Nine Win Casino - Player struggles with account verification.

Hi, I have £2,400 sat in my Nine Win account - and have provided my bank statement 5 times now, only for them to decline it 5 times in a row. I have given enough evidence, followed all instructions given, and they still decline telling me they need full name, address and account details, even though I have provided them all in the bank account screenshot. Please any help would be greatly appreciated - I have been in contact with there customer support and they keep going round in circles and not giving me a real reason as to why my account can’t be verified given the correct details.

Hello jameschrisbrownhill,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nine Win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Nick, thanks for getting back in touch so soon. Just to give you a quick update - they’ve since declined me twice more. Thats how 7 times!

Proof of Identity was a breeze - that got verified within a few hours, however Bank Statement usually takes anywhere between 3-24h and they’ll get back to me with the same response.

The first time I sent my documents was the 24th April, and since then it’s been 7 times, as I have awoke this morning only for them to decline yet again.

I spoke to the casino several times on live support chat - only for the chat to either unexpectedly close, and have to sit in the process all over again, which mainly resulted in going round in circles and getting no where. The furthest I got with one was yesterday, when they took a long time to respond, only to tell me to wait as it hasn’t been approved yet. They then closed the chat and left me again frustrated.

Hello jameschrisbrownhill,

Did they ever clarify the reason of rejecting those documents or how should you resend them again? As the recommended time frame for verification is due this week, can you please advise if there's been any update since?

Dear jameschrisbrownhill,

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.