The player from the United Kingdom had faced issues with withdrawing a large amount due to alleged account verification problems, despite having previously been able to withdraw without issues. He had reported unhelpful responses from customer support. After several emails and complaints to the casino, his verification had been reset and he was able to redo it, leading to his withdrawals being processed. The issue had been successfully resolved and the complaint had been marked as 'resolved' by us.
NineCasino - Player's large withdrawal got delayed due to account verification issue.
Amount: £1,650
NineCasino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Iv spoken to 4 support agents so far and emailed the payments team as I was told to do and still not had a response from them, Iv been able to withdraw no problem, but as soon as I won a bigger amount the withdrawals say cancelled due to account verification, I then sent them screenshots of my account to show my account has been verified and I withdrew the day before. For then to copy and paste same messages telling to me verify my account, repeatedly I sent them screenshot to show it was. Still no help from them, telling me to wait and they will get back to me. No responses from them and everytime I chat in there I get told the same thing over and over again. Chat support is meant to help you and they have done the complete opposite..
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1 year ago
Dear aaronmccook7,
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 isn't unusual for the casino to request additional verification even though your account has already been verified.
Could you please advise if the casino requested any specific documents this time? Have you already provided all the required documents as soon as possible and in the correct format?
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
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1 year ago
Hi,
after many emails and complaints to them they sorted it reset my verification and I re did it, and now my withdrawls have gone through
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1 year ago
Dear aaronmccook7,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Kristina
Casino.Guru
