NineCasino - Player faces delayed withdrawal due to documentation issues.

The casino is asking me to provide proof of deposit in order to process my withdrawal. They are requesting:

- Senders name

- Bank account number (or IBAN)

- Transaction amount

- Recipient's name

- Transaction ID

- Transaction date

I have told them many times that this is a blockchain transaction and thus can't provide them with all the requested info (specifically the Sender's name, recipient name and bank account number) they just keep sending me in circles asking me for the same thing over and over, it seems like I'm getting nowhere. I hope casino guru could help resolve this, please.

Dear bim900129,

Thank you very much for submitting this 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 clarify which payment method and currency you used to deposit funds into the casino? Was it through an app, or perhaps a cryptocurrency wallet? Are you able to provide the casino with a screenshot or a statement showing the necessary personal details that link your payment profile to the transaction made with the casino?

Have your other identity documents been successfully verified so far?

Also, please forward me all the communication between you and the casino regarding the verification of your deposit to veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi, thanks for getting back to me. I deposited using USDT on the tron network. I provided the casino with a screenshot of the transaction on tronscan.org and also provided them with the transaction ID in plain text. This should be more than sufficient to verify my deposit. All my other requested documents have been verified so far.

I have forwarded my email correspondence with the casino to you.

The casino has paid me my withdrawal. Please close this complaint. Thank you

Dear bim900129,

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, 

Veronika

Casino.Guru