The player from Germany won money on 15.06. and faced an issue while trying to withdraw it due to repeated verification requirements. An error prevented document uploads, and support had been unresponsive for three days despite multiple contacts. The player provided screenshots of the error and proof of prior verification. The complaint was rejected due to the player's lack of response to our messages and questions, preventing further investigation or resolution.
NineCasino - Player’s withdrawal delayed due to verification issue.
Amount: €450
NineCasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Hi, I won some money on 15.06 and wanted to withdraw it, but for the third time, I had to verify myself even though I was already verified. When I tried to upload the documents, there was an error, and I couldn't upload anything. When I contacted support, there was no response. They haven't answered my emails for three days, and in the online chat, they keep saying the same thing: that they will take care of it, etc.
I am attaching screenshots of the error and a screenshot proving that I was verified.
Automatic translation:
Public
Public
4 months ago
Dear MM99,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with verifying your account and withdrawing your winnings.
To help us understand the situation better and assist you effectively, could you please provide us with the following additional details?
- Have you tried uploading the documents using different devices or browsers? If so, did you encounter the same issue?
- Could you provide more information on the previous verifications you completed? For example, what documents did you submit, and when were they verified?
- What was the response from the online chat support regarding the timeframe for resolving your issue?
Additionally, please forward any relevant communication or documentation to petronela.k@casino.guru.
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,
Petronela
Public
Public
4 months ago
Translation
Hi, I tried uploading it from another device and also tried other internet browsers but it still didn't work. The online support didn't help at all. I explained the problem to them and they "made a note" of it and then simply didn't get back to me. When I contact support they always say I should try using Google Chrome or another phone etc.
I was supposed to upload my credit cards, the strange thing was I was in support and was connected to an employee called Liam, I explained the problem to him and he then told me to just upload the things in the chat, which I did, but the things never got to the right department
Edited
Automatic translation:
Public
Public
4 months ago
Hi MM99,
- Could you provide more details on the previous verifications you completed? Specifically, what documents did you submit, and when were they verified?
Thank you.
Public
Public
4 months ago
Dear MM99,
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.
Public
Public
3 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
