The player from Germany was experiencing difficulties withdrawing his winnings due to ongoing verification. The casino informed us that they accepted the provided documents and that the player's account should have been fully verified. However, the complaint was rejected because the player stopped responding to our messages and questions.
NineCasino - Player’s struggling to complete the account verification.
Amount: ??
NineCasino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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2 years ago
Translation
Hello,
the following verification problem exists.
I am supposed to provide proof of deposit for 12/02/2022 at 12:38pm.
I have uploaded the required proof. Now the casino says that the deposit proof is not theirs. At that time I made a deposit and it was at Nine Casino.
Automatic translation:
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2 years ago
Dear mremmi,
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? Have you submitted all the other personal documents required for the verification?
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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2 years ago
Translation
Hello,
I have submitted all documents.
Only a deposit made on December 2nd, 2022 at 12:38 UTC is required to provide proof.
I sent this as a screenshot.
The casino informed me that it was not a deposit for their casino.
This absolutely cannot be true.
Many Thanks
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2 years ago
Thank you very much, mremmi, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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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2 years ago
Hello, mremmi,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite NineCasino's representative to join this conversation and participate in the resolution of this complaint.
Dear NineCasino Team,
Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account?
Thank you in advance for providing the information.
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2 years ago
Hello!
Dear, Mremmi.
We have checked your case thoroughly and yes indeed, your statement seems relevant, as per PODs refused because it hasn't met our requirements, but it is related to your own bank statement. We decided to accept your proof of the deposit, as per the Bank statement provided + time/amount seems to be consistent with our data.
Sorry for the inconveniences caused. Your account is fully verified right now.
Best regards,
NineCasino Team.
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2 years ago
Translation
Hello,
Now there is the next problem.
I should verify my Paysafe data.
I have done this. I have documented a transaction and uploaded a screenshot of my account details.
However, this will not be accepted even though all relevant data can be seen.
Many Thanks
Automatic translation:
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1 year ago
Greetings all,
Thank you both for the updates.
Dear mremmi,
How do you mean that, please? The casino confirmed that it decided to accept your documents and that your account is fully verified now. Can you please check and confirm it?
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1 year ago
Dear mremmi,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.
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1 year ago
Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
Thank you very much, NineCasino Team, for providing information and cooperation.
Best regards,
Branislav, Casino.Guru
