Nine Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

Hello, for several weeks I have been experiencing problems verifying my account and withdrawing winnings from NineCasino.

I sent all the requested documents several times and they keep asking me the same thing. I ask for explanations and they keep sending me the same messages without any explanation or help, and they reject all the documents I send.

I need to clarify that I had a verified account and made some successful withdrawals in the past.

I'm going to send some screenshots of my current account status:

Hola, desde varias semanas estoy enfrentando problemas en verificar la cuenta y retirar ganancias de ninecasino.

Envie todos los docuementos solicitados varias veces y me siguen pidiendo lo mismo, pido explicaciones y me siguen enviando los mismos mensajes sin explicacion alguna o ayuda y rechazan todos los docuementos que envio.

Tengo que aclarar que tenia la cuenta verificada y hice algunos retiros exitosos en el pasado.

Voy a enviar algunas capturas del estado de mi cuenta actual:

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you are experiencing. To better understand your situation, may I kindly ask you a few questions:

• Which documents have you provided to the casino as proof of your source of funds?
• Do these documents include all the necessary information to confirm that you are the rightful owner of the funds used for making deposits?
• Have you ensured that the documents were issued within the last 3 months, as required by the casino?
• When was the last time you communicated with the casino regarding the verification of your account?

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

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello,

As proof of funds, I sent the paychecks I received and bank statements showing them. The last time I played and deposited was in April, and I sent the corresponding paychecks for that date. The last time I spoke to the casino was on September 11th.

Hola,

Como prueba de fondos envie las nominas que recibi y extractos bancarios donde aparecen dichas nominas y la ultima ves que jugue y deposite fue en el mes de abril y envie las nominas corespondiente a esta fecha. La ultima ves que hable con el casino fue el dia 11 de septembrie

Please forward me the communication with the casino specifying which documents are required from you and why the ones you've submitted cannot be approved for verification at veronika.f@casino.guru. Also, kindly include the documents you've most recently sent to the casino. Thank you for your patience and cooperation.

Hello,

I sent you the last conversation with NineCasino, the payrolls and the bank statements.

Hola,

Le envie la ultima conversacion con ninecasino, las nominas y los extractos bancarios

Thank you for your email. Could you please record a video for us, showing how you download the bank statements from your banking app?

Hello,

I recorded a video and emailed it.

Hola,

Grabe un video y lo he enviado por correo electronico.

Thank you very much, 1bazat, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite NineCasino representative to join this conversation.

Dear NineCasino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello!

The verification process is currently ongoing, with a main requirement being Source of Wealth verification for the period covering February, March, and April since the last account activity was observed then. The documents provided so far do not include April, resulting in non-approval.

To fulfil the request, please provide payslips for the full period of the three months, including April. Additionally, a bank statement that clearly shows those salary receipts is also needed.

If there are any questions or clarifications needed, please feel free to ask for further assistance. Thank you for your understanding.

This guidance is aligned with standard verification processes requiring consistent and complete documentation for the requested timeline to confirm income and source of wealth validation.

Best regards,

NineCasino

Hello,

I sent the paychecks I received in February, March, and April. I didn't work in April, so I didn't receive a paycheck in May.

I also sent the bank statements for the 3 months.

Hola,

Envie las nominas que recibi en el mes de febrero, marzo y abril. En el mes de abril no he trabajado y por ende en el mes de mayo no recibi nomina.

Tambien envie los extractos bancarios de los 3 meses.

Dear player,

Could you please specify, if you received any other income during April - for example sickness benefits, or unemployment benefits?

Thank you.

Hello,

In April I received a withdrawal from ninecasino.

It's also important to keep in mind that the funds used in April come from work in previous months. If I had worked in April, I would have received the funds I could have earned in May, and they could have been used in May. Do you understand?

Hola,

En el mes de abril recibi un retiro de ninecasino.

Tambien hay que tener en cuenta que los fondos utilizados en el mes de abril provienen del trabajo de meses anteriores, si hubiera trabajado el mes de abril los fondos que podria haber ganado los hubiera recibido en el mes de mayo y se podrian haber utlizado en el mes de mayo, entienden?

Dear NineCasino,

Could you please specify, if there are any mandatory documents missing, and what can be done in situation, when player did not work in April?

Thank you.

Dear 1bazat,

We would like to inform you that the documents you provided, such as the payslips, have been rejected. Please provide the original files without any edits.

Regarding the month of April, we can accept a bank statement showing the transfer of funds from your last received salary in March.

Additionally, we have sent you a Source of Wealth questionnaire via email. It can be completed quickly, and we kindly ask you to return it once filled in.

Thank you for your understanding. If you have any additional questions, please do not hesitate to contact us.

Best regards,

NineCasino

Hello, I sent the pay stubs I received from the company where I worked. I also sent these to the Casino Guru staff, and they can verify that they are authentic. Furthermore, these pay stubs were valid at another casino.

I also sent a bank statement and it was rejected.

Hola, envie las nominas que recibi de la empresa donde trabaje, estas nominas las envie tambien al personal de casino guru y pueden comprobar que son autenticas y ademas estas nominas fueron validas en otro casino.

Tambien envie extracto bancario y fue rechazado.

Dear 1bazat,

Please be informed that the payslips you have provided cannot be accepted because they exhibit clear indications that these are not the original documents. Similarly, the bank statements you submitted show the same signs of alteration. It has been observed that the file names include the term "merge," which suggests that the documents have been combined or modified, an action which can be considered as altering the original documents.

Therefore, we kindly request that you send us the original, unmerged files without any modifications. This requirement applies to both the bank statements and the payslips. Providing the authentic documents as originally issued is essential for verification purposes. Without these original files, we will not be able to proceed with the verification process.

Dear Mirka,

We have sent you an email with further information. Please review it at your earliest convenience

Best regards,

NineCasino

Dear player,

Please notify me, when you will be able to submit the original documents to the casino.

Thank you.

Hello,

I resubmitted the requested documents; is there any update from the casino?

Hola,

Volvi a enviar los documentos solicitados, hay alguna actualizacion por parte de casino?

Dear NineCasino,

Could you please confirm, if the newly submitted documents are meeting the requirements?

Thank you.

Dear 1bazat,

Thank you for uploading the documents. They are currently under review.

Additionally, could you please upload your bank statements as previously requested? The review has indicated similar issues as those found with the payslips you provided. Kindly include your statement for April, as it is expected to show receipt of funds from those payslips.

Thank you for your cooperation and understanding.

Best regards,

NineCasino

Dear player,

Please notify me, when you will be able to submit the documents as requested in casino's last response.

Thank you.

Dear 1bazat,

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.

Hi Mirka,

I sent the requested documents on November 1st and I am waiting for a response from the casino, I also sent you an email.

Here is a screenshot of the documents sent and the current status of my account:

Hola Mirka,

Envie los documentos solicitados el dia 1 de noviembre y estoy esperando una respuesta por parte del casino, tambien te envie un correo a ti.

Pongo aqui captura de los documentos enviados y el estado actual de mi cuenta:

Dear player,

If you believe, you submitted the documents in an original form and meeting casino's requirements, and they still got rejected, please send them to miroslava.d@casino.guru for review.

Thank you.

Hi Mirka,

I have sent you an email with the latest documents I submitted to the casino.

Hola Mirka,

Le he enviado una correo con los ultimos documentos que entregue al casino.

Dear player,

The documents I have received show a signs of alterations. Please note, that without providing the casino with unedited documents, verification is not possible.

Please forward me the documents after you submit them to the casino.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the casino with the requested unedited documents in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

Can you explain what "indications of alteration" means? Does naming a file indicate alteration, and would that make it an edited document?

I have the feeling that they are both laughing at me. I have been sending the documents they ask for for months and lately they keep saying the same absurdity that the documents show signs of alteration.

In addition to this, I sent you several emails and received no response privately, and you act the same way as the casino, that is, without giving any response and only asking for more and more; you seem like two partners laughing together at the victim.

Hola,

Me puede explicar que significa indicios de alteracion? Poner un nombre a un archivo significa signo de alteracion y seria un documento editado?

Tengo la sensacion que se estan riendo entre los dos de mi, llevo meses enviado los documentos que me piden y ultimmante no paran de decir la misma absurdidez que los documentos presentan signos de alteracion.

Ademas de esto te envie a ti varios correos y no recibi ninguna respuesta en privado y actuas de la misma manera que el casino osea sin dar alguna respuesta y solo pidiendo mas y mas, parecen dos socios que se rien juntos de la victima

Dear player.

After receiving the same documents as previously, we decided to close this complaint as unjustified. Since there are reasonable grounds to believe that you were engaging in manipulation of the documents, we are unable to provide you support in this case. The modification of documents could be detected not only by detection tools, but also by seeing visual inconsistencies in fonts of the text and numbers.

Please note, that without satisfying casino's verification requirements, it is not possible to successfully withdraw money from any online casino. If you would like to be able to be able to withdraw from any casino in the future, please retain from providing untrue informations or documents, since this is considered a serious breach of terms and conditions of online casinos generally.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Mirka