NineCasino - Player struggles with account verification process.

I registered at the casino, made a deposit and received a certain amount. I tried to verify my details and submitted the application, but it just won't work. For over five hours, I struggled to no avail, and even days later, I am still trying. I spoke with chat support, sent all my detailed information through an email to the support, and explained the problem. But no one seemed interested in helping, giving only excuses until finally, I gave up in sheer frustration. It's nothing short of a mockery. I am supposed to pass the submit, but since it doesn't work, how can I? Even after sending all of my details - selfie with the ID in hand, bank certificate for my card - what else do they want? I have dialogues as well as emails that I sent with my details, but it still doesn't accept anything I upload.

Dear ANEMOS000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you are not able to upload your documents via your casino account? Or were the documents rejected?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

The documents are uploaded, the submit application is the problem that it doesn't work so that I can upload a selfie.Selfie ID bank proof and selfie

with the identity card in hand, I sent everything via chat k me.mail explaining the problem.

Submit

I haven't understood that I have to press the button/extremely shake my head for another 5 hours trying to find a way to make a video after endless screenshots that I sent... Maybe I'm retarded I don't understand the instructions and what about the video, I'm sorry after so much trouble that I didn't look for a second mobile phone to shoot me. I'm unacceptable.......

A total of over 10 hours of trouble explaining the same and the same....and 10 hours the answer Ok I got through it with 5 depon that is 1 for every 1 hour I was spinning my head....

Conversation today...I'm waiting for the official mail...which from what I understand will never come, they make the kids make excuses...this with the strong arm I admit I didn't understand

Always the same...issue escalation....snapshots....videos k having all my legal documents the relevant department...if there is one....why am I just asking for registration a reply from the relevant department explaining the reasons denial of identification I've noticed that they avoid it....today they suggested that I find someone to help me as if I'm dumb and don't know how to press the button....

Today's chat....chat updated....work continues on the identification decision....sending 2 emails again last night and receiving all my legal documents again exactly as their page states....what a murder I had made the decision would have been made sooner...

Based on your last email, do I understand correctly that there may be some positive progress soon?

I wonder if this is the behavior of a casino with a high evaluation index and no answer in between

Mail I have sent with all my legal documents

Good news, I can upload my ID and make a withdrawal.......

Same person after 1_2 hours. Conclusion .......

My new email now attaching my documents again.... of course they will continue the tactic of not answering and no one taking responsibility....

Tonight completely by chance the app worked. It came automated don't. to talk to support because authentication failed...my issue is being investigated....they will reply me with instructions...when i mean when....be patient. ..the mails .that I have.

I would like to inform you that for these amounts they do not ask for identification other than email and phone identification. I asked for identification myself to be formal....how did I know

And the suffering has no end

After the video I uploaded, which clearly shows that the identification has a problem, today's representative is again polite and after pressing the button for automated response, he closes the chat in my face..... My issue is being examined.....

..

Chat the day before yesterday I start with Charlie, I upload his video, he understands who I am and immediately turns me into a ball to manu. He is kind and probably new to the job because he is the only one who asked for an evaluation

The day before yesterday Manu politely said that the matter has been opened today by the representative he closes it in my face. Honestly for laughing and crying together....

Thank you very much, ANEMOS000, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

I, in turn, thank you for the cooperation. As for the resolution, I keep very little basket in this chaos that prevails in this particular casino and the way they treat the player/customer

Hello there,

Thank you ANEMOS000 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NineCasino for their help in resolving this complaint. We would like to ask what is the issue with the verification process and what can we do to help the player.

Thank you!

....

Dear CasinoGuru

We kindly ask for timer extension since our responsible department is still working on the case. We can confirm we are checking the issue and we'll come back with a solution as soon as possible

Thanks in advance

Best regards,

NineCasino Team

I thank the responsible team of Nine Casino for the response, even if it was late.... if the perfectly reasonable thing, since they have all my legal documents, would be for them to respond to a personal email, since the problem has existed since the first moment of my registration.... At least that would show the required respect to their player/customer since they never forced my identification when I wasn't entitled to it. Instead I sent problem video documents and waited for a response which never came....my problem didn't it's the money as much as the indifference and insults I received from the representatives via chat

Thank you!!!!!

If I compare the response time of Nine casino with my post, the times coincide, we probably wrote together...4 hours ago, both of us...coincidence??? Did the kind representative I spoke to pay attention?? ?

The casino asked me by email yesterday to upload my debit card to the application, which I did and I have sent you the email and the chat dialogue...

So waiting...

Dear ANEMOS000

We kindly ask you to additionally upload ID and bank statement to proceed with verification

Thanks in advance

Best regards,

NineCasino Team

Dear peter.c@casino.guru I have informed you by email.....I closed my account and thank you for hosting my issue....and I wish they had informed me from the beginning because I didn't even know this was the case....

.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear ANEMOS000,

We kindly ask you to proceed with verification by uploading ID and bank statement

Thanks in advance

Best regards,

NineCasino Team

My account has been deactivated for some time so I have emailed the documents you requested to support@ninecasino.com

I just don't understand the meaning of your reply since your representative informed me that I am not entitled to the money...Exactly the same thing happens in my personal email....Maybe it's a matter of organization and besides the convenience of it I press an automated message

My account has been reopened....I have uploaded bank documents....I can't ID because of the technical error of the page

I am left with the question if they are not entitled to the money shouldn't the account have been closed completely???

Hi, dear ANEMOS000,

Thank you for sending us the documents. But since you haven't completed your identity verification yet, we can't verify your account.

The system shows that you managed to upload your ID some time ago, but it is also mandatory to take a selfie, while you instead uploaded the photo from the identity document.

Please kindly use the Google Chrome browser, log in to your game account and pass the verification by uploading the document photos and selfie.

Best regards,

NineCasino Team.

I would like an update from the casino on when my bank statements will be approved.... Because I was in a hurry and because I thought that the issue would not be resolved anytime, I am not sure if I uploaded them correctly ....My profession (seafarer) forces me to be outside of Greece in South Africa and the internet signal is very bad especially when the ship is in the ocean... identity and selfie has been restored....Due to a bad internet signal I would not like to proce8ed now and in this case I would also like an update from the casino on how much time I have so that I can complete my verification and close the issue. casino guru's page that hosted my topic sorry for any mistakes because I'm writing in translation

Dear ANEMOS000,

we have already sent your bank statement to our responsible department to be checked, but we didn't receive your ID verification, including selfie. Unfortunately, without automatic verification you will not be able to complete your verification process.

Please, upload your ID document and selfie in the Verification-Proof of Identity section.

Best regards,

NineCasino Team.

Dear Nine casino I know what verification requires

My question is how much time do I have to upload an identity card and selfie

At the moment I have a very weak internet signal. I don't mind making a withdrawal. I want you to tell me the time period set by the casino for the completion of identification

Dear ANEMOS000,

We don't have precise deadlines, take your time and upload the document when you can.

If you have any difficulties you can contact us via email support@ninecasino.com and put "TrustPilot" in the subject, we will be happy to help you.

You should pass the automatic identity verification, uploading photos according to the instructions.

Best regards,

NineCasino Team.

I have a terrible internet signal. The automatic verification since the application is now working I will do it as soon as I can.

Please casino guru leave the matter open as to the identification of my bank documents. Thanks

Dear ANEMOS000,

Thank you for providing us the documents, but your ID card with selfie is the document that needs to be checked before the additional ones.

We are still waiting for your ID verification. After this we will proceed to verify other documents.

Best regards,

NineCasino Team.

Here I would like the advice of the casino guru because I am very afraid that by closing the matter we will start the same vicious circle....I have very bad internet, we do not deny the selfie, I am just very afraid that something will be found in the documents later. I do not ask to be fully verified

THANKS

Dear ANEMOS000, please understand that KYC is a very important and essential process. 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 licensed casinos takes KYC lightly and may request additional documents for verification as in this case. I kindly ask you to cooperate with the casino so the matter can be resolved. Thank you in advance!

Thanks casino guru

I think the issue was resolved with Nine casino's response to your page and the answers it gave

It closes the topic

Dear ANEMOS000,

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,

Peter

We have received a request for a new complaint about this topic from the player. As this is the same issue we are reopening this complaint and sharing the player's message:

Good Evening,

I had submitted a request with code 94286... which I had left open concerning NINE CASINO.

Ends up after I closed the matter with you, while my account was still functional I went in and played while my signal was improving. Now that my internet signal is excellent, and I attempted to authenticate my account, I found my account has been closed. Apparently, they used the justification that I had submitted a request on 2nd of February. Yes, I had made a request, but later my account was activated again and through your site, the casino asked me to undergo authentication... Code 94286

Dear Nine Casino team, can you let us know why the player's account was blocked? Thank you!

Hello, dear ANEMOS000 .

Thank you for contacting us regarding your issue. We have examined your case in detail once again and have decided to close your gaming account due to the violation of our terms and conditions.

According to a rule described in paragraph 7.4 we can request your documents for identity confirmation. In the verification it is specified that you must provide the original documents and take a selfie of yourself, however another person is present in the photos sent. According to rule 7.5 of our site your gaming account has been closed and your winnings are confiscated :"It's the responsibility of the player to ensure that all documents as a part of the KY process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player".

Best regards,

NineCasino Team.

Well you guys are incredible....one rep has been negating the other since January.....At least talk to each other saying the same thing....As for your earnings I'm giving them away....

I also have fake documents...

Now you discovered it after so many months ???It's laughable....

SELFIE I NEVER UPLOADED!!!!!!

If you mean documents and selfies that I have sent by mail because the application had a problem, I inform you that they are GENUINE!!!!!!

Besides, dear Nine Casino, if we look at the history of the answers of your representatives every time and in different periods of time you say something different

My best wishes!!!!!

Please casino guru close the issue

I was sure as soon as you closed the matter they would find something else.....

Yours sincerely

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.