NineCasino - Player's account has been blocked.

Hello! I started the verification process by sending my official ID from my country, proof of address (pdf from my bank) and a selfie. They told me that the type of ID could not be accepted (when it is the official one in my country), that I should send a driver's license or passport. I explained to them that it is not common to have a passport in my country and it is not cheap. And for license I don't have a car.

They ask me for any alternative verification method, so I send them my CURP (it is a unique number per person in Mexico that can be checked online) and I send them my birth certificate. I was just beginning the procedures for my passport or license that last a minimum of 2 weeks because one must make an appointment and more so with COVID

Today I receive an email saying that my account will be closed and my money will be kept by them. That's not fair! For that, the verification process did not start and I continued playing or started it before adding money

Dear mleonn04,

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 you are currently waiting for your passport to be issued?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Hi. Yes I have an appointment on 2 weeks. Also i am checking to issue my driver license even i don't own a car.

The casino stop answering anymore

And i know KYC is important, That is why i sent my ID, proof of address, screenshot of ezeewallet, CURP, birth certificate, selfie

Thank you very much mleonn04 for your reply. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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.

Hi mleonn04,

I've reviewed your case and fully understand your concerns. I'll try to help you with the issue by contacting the casino.

I'd like to ask NineCasino to join this conversation and share more information regarding the case.

Can you please state the reasons for blocking the player's account? Were there any problems with the player's documents?

We are looking forward to hearing from you!

Best regards,

Tomas

Hello,

The player INE card cannot be accepted for the verification.

Due to inability to provide us with acceptable alternative proof of identity, his account has been permanently closed and the balance has been forfeited.

We must refer to our T&Cs :

"The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card, or denial of some payments made creating two or more accounts other types of cheating or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player

Best regards,

NineCasino Team.

Dear NineCasino, could you please state the reason why the player's INE card cannot be accepted for verification?

Thank you in advance for providing the information.

Kind regards,

Tomas

That is the official document here on Mexico. If someone ask us Mexicans for an ID. We don’t show a passport. We show that document. At least give me a refund for the money I added

Hello!

We're using third-party auto-verification software SumSub, and the player's verification was declined there. Moreover, player failed to provide alternative government-issued ID, and therefore, failed to pass KYC.

As stated in T&C:

"If the player is suspected of fraudulent actions ... the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions."

Best regards,

NineCasino Team.

Here on Mexico normally only have one ID. I don’t own a car to have a license. I sent my birth verificare even. I was cooperating

and just for having only one ID. The official one of my country, that’s fraud? That is bullshit. How I suppose to know that my official ID is not accepted. If I had know that I wouldn’t added funds to you site

Dear NineCasino,

Could you please clarify the player's situation in more detail? What alternative types of documents have you asked the player for? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? What exactly was the problem regarding the player's declined verification by your third-party auto-verification software "SumSub"?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Good day!

We have sent you the explanations to the following email address - tomas.k@casino.guru.

Kindly please check it.

Best regards,

NineCasinoTeam.

Hi mleonn04,

Could you please provide me with an ID that you have sent to the casino for verification? If it is possible for you, you can send it to my email address (tomas.k@casino.guru). I believe it will help my investigation.

Thank you.

Kind regards,

Tomas

I just sent it to your email. Check please

Dear mleonn04,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions:

"If the player is suspected of fraudulent actions ... the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions."

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but you still can submit a complaint with Curaçao eGaming authority. The complaint form is available through the Curaçao eGaming License validator on the official casino's website.

Thank you very much, NineCasino, for your cooperation.

Best regards,

Tomas