The player from Germany is experiencing difficulties withdrawing her winnings due to ongoing verification. The winnings were received in a short time and the complaint is now resolved.
NineCasino - Player’s struggling to complete the account verification.
Amount: €1,250
NineCasino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
In November 2021 I made various deposits with the provider Ninecasino and won a total of 1,250 euros, which I would now like to cash out.
The identification has actually been completed, I have submitted the following documents:
ID card, bank card, credit cards, telephone bill.
Finally, I submitted the credit card statements to prove the deposits.
The Ninecasino homepage claims that all deposits with this name will appear on the statements. That is a lie, however, because the name does not appear once on my statements. Nevertheless, you can see from the transactions and the history in my customer account that the amounts involved are the same on the same day. I haven't played in any other casino either.
Ninecasino now requires proof of the deposits in YOUR casino and I have asked to compare the statements with the history in my customer account.
Should Ninecasino continue to refuse to withdraw my money, I will not be spared having to go to the police with a fraud complaint.
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3 years ago
Dear NicKi,
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 the payment method seems to be the only obstacle standing between you and your winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela,
there is supposed to be a review process. However, other documents are constantly being requested and as soon as I have uploaded the requested document, there is allegedly something to complain about again.
Even in the customer chat, I get contradicting statements from different employees.
I used my own money and won 1,150 euros without using a bonus or anything else.
Now I want to finally have my money and I get more and more the feeling that I am only being delayed and my money is never paid out.
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3 years ago
Translation
No, it's not about the payment method but the verification process.
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3 years ago
Thank you very much, NicKi, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Translation
Hello dear team,
I just got the message that my account is finally verified after a lot of back and forth.
Now I'm curious whether my 1,150 euros will be paid out.
I will definitely give you feedback!
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3 years ago
Translation
Hello dear team,
I'm happy to announce that my money has just been added to my bank account.
Thank you very much for your effort!
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3 years ago
Hello Nicki!
I am delighted to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
