HomeComplaintsNineCasino - Player’s withdrawal is delayed and account is suspended.

NineCasino - Player’s withdrawal is delayed and account is suspended.

Amount: 5,000 zł

NineCasino
Submitted: 13 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

5d 18h 27m 26s

Case summary

The player from Poland faces issues with withdrawing money from the casino after submitting a request two weeks ago. Despite passing verification, the withdrawal has been canceled multiple times due to claims of unverified accounts and erroneous deposit sources, leading to confusion and frustration. Her account remains suspended.

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Dear gackatarzyna17,

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 take KYC lightly and it might take a few working days to complete this thorough process.

  • Do I understand correctly that verifying this deposit seems to be the only issue?
  • Have you provided all the other requested documents and have they all been approved?

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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Thank you very much for your reply, gackatarzyna17. 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.

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This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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