The player from Germany had faced issues with NineCasino, who had requested a deposit confirmation with a transaction ID for verification. Despite having provided several approved documents, the player had struggled to obtain the specific document requested by the casino. After our intervention, the player's account had been successfully verified by the casino.
NineCasino - Player struggles with a verification procedure.
Amount: €14,000
NineCasino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
I won a substantial amount at NineCasino and I wanted to transfer this to my account. Now the casino wants to verify everything. Everything was running smoothly...but now they are asking for a deposit confirmation with the Transaction ID.....
And I don't know where to get this from, even when I reach out to customer service, I don't receive much help. They just repeat what the casino keeps telling me that I require the deposit confirmation.....but where.....
All I want is to access my money.
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7 months ago
Hello Patricia79,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Nine Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? Why don't you simply forward them a payment statement from your provider you used to deposit with? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
Hello Nick,
The verification process has been taking almost a month now. My phone number, email address, ID card and bank statement have long since been approved. Now the casino wants proof of deposit. So I simply sent another bank statement with the same data that I had already transferred to the casino. But it was not approved. I then contacted customer service several times to ask what kind of document they still need and where I can find it. But I have not yet received an answer as to what exactly I should use as proof of deposit.
Thank you in advance for the help
Patricia
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7 months ago
Translation
Thank you, it's done. My account is now fully verified.
Thank you 🥰
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7 months ago
Dear Patricia79,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
