NineCasino - Играчът изпитва забавяне при проверката на тегленето.

I sent all the documentation to be able to make my withdrawal, and it shows as needing verification. When I try to withdraw, it says I need to verify. I enter the chat and they say there's a problem. With all the money they earn, they can't fix this. I think it's disrespectful to the player. I've always played there but never won before. However, I like the casino. And now that I've won, they won't let me withdraw.

Enviei toda documentação para poder efetuar meu saque , aparece como verificar.E quando vou sacar fala que tenho que verificar.Entro no chat dissem que está com problemas.Agors com tanto dinheiro que ganham não consegue corrigir isso .Acho um desrespeito com o jogador.Sempre joguei lá porém nunca havia ganho .Porém gosto do cassino.E agora que ganhei não deixam sacar.

Dear fabi232011,

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.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents in the correct format? Did you upload them via the player's profile or did you send them via email?

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

Good morning, yes, I checked, I sent all the documents, but I was informed of an internal problem, which, according to the customer service team, they don't know how long it will take to resolve. I understand the issue, but I think it's a lack of respect for the player, we have a hard time winning and when we do, it becomes a bureaucracy.

Bom dia sim verifiquei, enviando todos os documentos, acontece que fui informada de um problema interno deles.Que segundo o atendimento não sabe o prazo para ser solucionado.Entendo a questão,mas acho uma falta de respeito com o jogador, custamos ganhar e quando ganha virar uma burocracia.Se soubesse do problema deles nem tinha jogado lá.

Thank you very much for your reply, fabi232011. Was this the only explanation you received from the casino? 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.

Every day I log on to the chat to see if it's been resolved and always the same answer, with no forecast. The worst thing is that you only check your account if you win and try to withdraw.

Todos os dias entro no chat para ver se foi resolvido e sempre a mesma resposta.e sem previsão.O pior de tudo é que vc só verifica a conta caso ganhe e tente sacar.

Thank you very much, fabi232011, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear fabi232011, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite NineCasino representative to join this conversation. 

Dear NineCasino, could you please provide more information about this case? 

Looking forward to your reply.

Hello!

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

We have carefully checked the account and noticed that there was an issue with submitting the ID via Sumsub, our team uploaded it manually and the account is now verified. We can see that fabi232011 was able to create a withdrawal request which is now being reviewed by our finance team and once they are done the withdrawal will be processed.

Let us know if you have any further questions.

Best Regards,

Nine Casino

I really appreciate the response and attention given.

Realmente ontem o atendimento da nine realizou a verificação manual.E hj e o prazo do pagamento.Creio que será feito no prazo.Agradeco a resposta e atenção dada.

Dear NineCasino,

thank you for your prompt response. We kindly request that you keep us informed regarding the status of the verification process.

Good afternoon, as promised, I have just received the payment from nine casino.

Boa tarde assim como prometido,acabei de receber o pagamento ,da nine cassino.Obrigado

Dear fabi232011,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina

Casino.Guru