The player from South Africa has been trying to withdraw funds for a month but the casino requires proof of deposit that cannot be fully provided due to the nature of the blockchain transaction. Despite multiple attempts to communicate this issue, the casino continues to request the same information.
NineCasino - Player faces delayed withdrawal due to documentation issues.
Amount: R17,579
NineCasino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 19h 39m 45s
Case summary
4 hours ago
Public
Public
2 days ago
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.
Public
Public
4 hours ago
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
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
