The player from Germany is dissatisfied with the verification process. It has been resolved.
NineCasino - Player is struggling to pass the KYC.
Amount: ??
NineCasino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
hello, this should not be a complaint, I have several photos of my ID, driver's license and a letter with my address. But nothing happens during the verification, more than 4 days have passed, I would like to write something there, but unfortunately I can't speak English.
Automatic translation:
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3 years ago
Dear tarantomario71,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It usually takes a few days to fully review all documents.
I will set the timer for additional 7 days, and if there is no development within this timeframe, we will intervene. In the meantime, please keep us updated and let us know if there is anything new.
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
hello, unfortunately nothing has changed during the check.
it is still my ID card in green, all other documents remain in orange.
All documents that have been uploaded meet the requirements, bank statement as PDF not older than 90 days,
Pension insurance letter not older than 90 days.
The chat really can't help, it just says you're on hold.
I have already made 2 deposits, I will now refrain from doing so because if I win, I won't get anything paid out and if I lose the money is gone for free.
Here is a screenshot:
Greetings Taranto M ****
Edited by a Casino Guru admin
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3 years ago
Thank you very much tarantomario71 for the update. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello tarantomario71,
I looked at your complaint and will do my best to help you. I would like to invite NineCasino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
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3 years ago
Hello!
Your account is verified now! Sorry for the delay 🙁
Best regards,
NineCasino Team
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3 years ago
Translation
hello, it seems that it has not yet been verified, my withdrawals are being canceled.
I wrote to the agent and he said it all worked. Unfortunately it is false.
I am now sending you the history of what we have written.
I apologize for the long wait. Your deposit was declined for technical reasons that will now be resolved, please wait? You will be notified as soon as the withdrawal is possible again
#For security reasons, the automatic bonus issue has been canceled on your account.
You must request that this status be revoked.
Unfortunately, I cannot help you here, but you are welcome to contact our security team by e-mail
What kind of bonus? I initially declined any bonus.
I don't understand all of this here.
Automatic translation:
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3 years ago
We would like to ask the NineCasino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Hello!
Sorry for the waiting.
As I know there were some technical problems with your payment method and withdrawals. But now everything is already fixed and should work well as usual.
Best regards,
NineCasino Team
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3 years ago
Dear tarantomario71,
try to withdraw your winnings and let me know when you'll receive them, please.
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3 years ago
Translation
Hello, I transferred € 50 to my account yesterday, 11/24/2021.
Today, November 25th, 2021 it was already booked, so it took Ninecasino 1 day to transfer the money.
It worked this time.
Thanks very much
Automatic translation:
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3 years ago
Dear tarantomario71,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
