NineCasino - Player's account has not been verified.

Hi there I am very dissatisfied with the service from nine casino as I have just recently won a large sum of money and would like to withdraw. I realise that I need to verify my account . I have verified my proof of identity and proof of payment but my proof of address is still yet to be verified. I have emailed nine casino and they keep telling me that my documents for the proof of address have been accepted when I can clearly see on my app that they haven’t. I would really like some help as I am getting stressed that I won’t be able to withdraw my money.

Dear efandavies1,

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 when exactly you sent your documents? Have you provided all the required documents as soon as possible and in the correct format?

Additionally, if possible, please post here a screenshot from the app showing that your documents have not been verified.

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

Dear efandavies1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.