NineCasino - Player is struggling to complete the account verification.

Hello, I'm trying to withdraw my money, but they always reject it because they say the proof of payment is wrong, I've sent them a lot of times the proof of payment and in a thousand different ways, but they keep rejecting the withdrawal.... Before I could withdraw without a problem... but now suddenly they always reject it no matter how much I send them what they ask for, they don't even check it anymore, they directly reject my withdrawal... technical support is limited to sending me a copy and paste the same message, they do not give me solutions or help me to know where the error is....to enter money there is no problem...but to remove it they only give me hits,...they only tell me that payment receipt error, but as I told you, I already sent the payment receipt a thousand times and in a thousand different ways, I don't know what else to do, can you please help me

Dear Roetgen,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, thank you for assisting me, I sent all the documents that they ask me for and they have approved them, except for the proof of payment of the transactions that I have with them,... I have sent it to them many times but they keep telling me that I have to the name, account number and transactions appear, I send it to them again and they tell me the same thing again,..... I have files that I can show you, I don't know if I have to send them here or I can send them to you privately

Hello, how are you?..... I don't know what else to do with nine casino..... after talking again with the painful and shameful technical support, where by mail they only know how to send me an answer that is a copy and paste where They say that I should send the documentation... which is absurd because I have already sent it like 5 times, they do not give me any solution..... through the chat they tell me exactly the same thing..... after sending the document again The only document that they say is missing..... They don't even review it anymore... More than 3 days have passed and I haven't heard from them, I'm already a little tired of the attitude of nine casino to be honest... ...customer service is the worst I've ever seen, as you can see I have everything approved except proof of payment, even if you look at one of the documents if they approved it and the last ones I sent are still waiting.

I already solved the problem, thanks anyway

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Roetgen, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru