The player from Brazil submitted all necessary documentation for account verification but faced issues when trying to withdraw, as it continued to show as needing verification. Despite having played at the casino before, she felt disrespected by the lack of resolution for the withdrawal process after winning. The issue was resolved when the casino identified a problem with the ID submission, manually uploaded it, and verified the account. Following this, the player successfully received her payment.
NineCasino - Player experiences withdrawal verification delay.
Amount: 1,800 R$
NineCasino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
I sent all the documentation to be able to make my withdrawal, and it shows as needing verification. When I try to withdraw, it says I need to verify. I enter the chat and they say there's a problem. With all the money they earn, they can't fix this. I think it's disrespectful to the player. I've always played there but never won before. However, I like the casino. And now that I've won, they won't let me withdraw.
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1 month ago
Dear fabi232011,
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.
- Could you please advise which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents in the correct format? Did you upload them via the player's profile or did you send them via email?
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
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1 month ago
Translation
Good morning, yes, I checked, I sent all the documents, but I was informed of an internal problem, which, according to the customer service team, they don't know how long it will take to resolve. I understand the issue, but I think it's a lack of respect for the player, we have a hard time winning and when we do, it becomes a bureaucracy.
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1 month ago
Thank you very much for your reply, fabi232011. Was this the only explanation you received from the casino? 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.
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1 month ago
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Every day I log on to the chat to see if it's been resolved and always the same answer, with no forecast. The worst thing is that you only check your account if you win and try to withdraw.
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3 weeks ago
Thank you very much, fabi232011, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 weeks ago
Dear fabi232011,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite NineCasino representative to join this conversation.
Dear NineCasino, could you please provide more information about this case?
Looking forward to your reply.
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3 weeks ago
Hello!
Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.
We have carefully checked the account and noticed that there was an issue with submitting the ID via Sumsub, our team uploaded it manually and the account is now verified. We can see that fabi232011 was able to create a withdrawal request which is now being reviewed by our finance team and once they are done the withdrawal will be processed.
Let us know if you have any further questions.
Best Regards,
Nine Casino
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3 weeks ago
Translation
I really appreciate the response and attention given.
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3 weeks ago
Dear NineCasino,
thank you for your prompt response. We kindly request that you keep us informed regarding the status of the verification process.
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3 weeks ago
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Good afternoon, as promised, I have just received the payment from nine casino.
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3 weeks ago
Dear fabi232011,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
