The player from Italy is experiencing difficulties withdrawing his winnings due to incomplete account verification. We closed the complaint as the player played down their winnings and closed his casino account.
NineCasino - Player is struggling to complete account verification.
Amount: €2,200
NineCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
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11 months ago
Translation
They keep asking for documents to confirm identity, they refuse the same despite the requested format
They make absurd demands
They don't want to pay but Postepay Evolution is accepted to play.
They are scammers, I would like to collect my money and abandon this crap
Automatic translation:
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11 months ago
Dear molinpaolo,
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 takes 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 did you send the last one? Could you please specify which documents seem to be causing issues and what are the specific demands of the casino?
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
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11 months ago
Translation
Bank statement, sent in PDF format, among other things in my opinion they shouldn't care about my business.
Copy of the bill in my name, always sent in PDF
Postepay card photograph
Photography payment made to play.
All sent even if I don't find it normal, I'm registered on 6 other sites, no problem, payment and withdrawal with Postepay or PayPal all in a few hours, sometimes a few minutes
Automatic translation:
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11 months ago
Dear molinpaolo,
Could you please advise if the verification process is still ongoing? If it's still ongoing, could you please forward the most recent communication between you and the casino to my email at tomas@casino.guru?
I'll await your reply.
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11 months ago
Translation
Hi, I have verified that they do this with everyone, they are scammers they should be asked at least in Italy. I played everything (I had advanced more than €3000) I closed the account and uninstalled the application. Thank you
Automatic translation:
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11 months ago
Do I understand correctly you played down your winnings?
Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place.
Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to close your complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.
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