NineCasino - Player’s struggling to complete account verification.

Hallo, ich habe 200€ eingezahlt und 150€ Willkommensbonus bekommen. Die Bonusbedingungen habe ich erfüllt und den Bonus freigespielt! Nachdem ich alle Dokumente hochgeladen hatte hieß es ich könne auszahlen! Nachdem ich dies probierte, wurden alle Auszahlungen storniert.

Danach schrieb ich wieder dem Support, dieser sagte mir das sie einen Kontoauszug von 30 Tagen mit allen Transaktionen von mir haben wollen. Was sie damit wollen, konnte mir keiner sagen da ich noch nicht mal 30 Tage bei NineCasino registriert bin! Naja ich schickte am 13.10. diesen Auszug hin und seitdem meldet sich niemand mehr bei mir, auf Nachfrage hieß es das es in der Regel ein paar Stunden dauert bis dies erledigt wäre! Naja und das war’s…kann nach wie vor nix auszahlen und weiter spielen bringt mir auch nichts mehr da ich limitiert wurde auf minimale Wetten in einstelligen Euro Bereich!

Dear Anna3006,

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 verifying your bank statement seems to be the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?

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

Hallo Kristina, ja das ist richtig, es fehlt nur noch der Kontoauszug. Es wurde vom Support gesagt, dass diese Überprüfung ein paar "Stunden" dauert, nicht aber mehrere Tage. Wie gesagt, ich hatte am Donnerstag das fehlende Dokument hochgeladen, seitdem warte ich. Alle anderen Dokumente, die gefordert wurden, waren innerhalb einer Stunde verifiziert.

LG Anna

Thank you very much for your reply, Anna3006. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much Anna3006 for your cooperation. I will now transfer your complaint to my colleague Michal (michal.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.

Dear Anna3006

I'm Michal and I have taken over this complaint. I have reviewed this case and as my colleague, Kristina stated KYC as well as AML is a very important and essential process.

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well. The casinos can request additional documents for the verification process and a bank statement is a standard requirement, so although I can empathize with you that the whole process can be done more userfriendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite NineCasino to join the conversation.

Dear NineCasino

Is the player's bank statement the only document needed to successfully finish the verification process?

Hallo, ich habe gestern nun die angeforderten Kontoauszüge von meiner Bank erhalten, abfotografiert und hochgeladen. Heute bekomme ich eine E-Mail, dass ich alle Dokumente in PDF Format hochladen soll. So langsam komme ich mir verarscht vor, denn am 18.10.2022 habe ich eine E-Mail vom Support mit folgendem Wortlaut erhalten:

Hi, AnnaNi30@gmx.de!

Greetings!

Please upload the following documents via the 'Documents Verification' section:

-the bank statement - should have your name, bank account number (DE19870700240809634905), and a list of transactions visible for 15 Sep - 15 Oct . It can be a photo of a paper document or a PDF.

All of the photos and documents must be clearly visible.

Best regards,

NineCasino Payments Team

Ich habe es Fett und Unterstrichen was die Anforderung seitens NineCasino war.

Wie gesagt, ich habe gestern alle Dokumente FOTOGRAFIERT und hochgeladen und bekomme heute diese E-Mail:

Hello

Please, upload the bank statement in PDF format. The bank statement should have your name, bank account number and a list of transactions visible. It should be a PDF with all info visible

Best regards,

NineCasino Payments Team

Ich bitte um Hilfe!

LG Anna

Dear Anna3006

I fully understand your frustration with the KYC process, but to request the bank statement in PDF format is a standard requirement. As you wrote you have the required bank statement handy, so it basically should take only a couple of clicks to send it to the casino KYC team, and hopefully, they will successfully finish the verification process.

I would kindly advise you to provide the required documents in the desired format, only then can the verification process be successful.

Dear Anna3006,

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.

Liebes Casino Guru Team, das Geld ist bis auf den letzten Cent bei mir angekommen 🙂

Great news, Anna3006. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal