HomeComplaintsNineCasino - Player is struggling to pass the KYC.

NineCasino - Player is struggling to pass the KYC.

Amount: ??

NineCasino
Safety Index:High
Submitted: 09 Dec 2021 | Case closed : 02 Jun 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from Germany is dissatisfied with the verification process. We rejected the complaint because the player didn't respond to our messages and questions.

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2 years ago
Translation

hello, have been uploading my pictures for verification for more than a week.

Have checked all the requirements and, for example. Letters that are not older than 90 days are sent where my address is stated.

Unfortunately nothing happens, on request with the live chat it says: it is in process.

After that, all documents were immediately marked in red and unusable.

Thanks very much

Tarantomarzena

Edited by a Casino Guru admin
Automatic translation:
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2 years ago

Dear tarantomarzena,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents you have provided? Do I understand correctly that all of your documents have been rejected?

Have you tried discussing this issue with the casino? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

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2 years ago

Dear tarantomarzena,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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2 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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