Nine Casino - Тегленето на играча се забавя поради невъзможност за проверка на заявката.

Summary

I am requesting Casino.Guru’s assistance because NineCasino is preventing me from withdrawing €2,945.24 despite my completing all KYC steps except one final request that is technically impossible. The casino asks for a "bank statement showing cryptowallet replenishment transactions." Such a document does not exist in general: banks operate fiat ledgers and cannot transfer directly to non-custodial crypto wallets (e.g., Trust Wallet). Non-custodial wallets are funded on-chain via blockchain transactions, not bank transfers. Therefore, no bank statement can ever display a "deposit to a crypto wallet."

I have provided all other standard KYC documents, along with on-chain transaction hashes and proof of control of my wallet, which the casino has acknowledged. Insisting on a document that cannot exist effectively blocks my withdrawal.

Timeline

• The casino requested proofs of my two crypto deposits with amounts, timestamps, and transaction hashes—which I supplied.
• Later, they demanded a PDF "full activity report" and then a bank statement showing cryptowallet replenishments. I explained that non-custodial wallets (like Trust Wallet) do not issue statements and that funding is verifiable on public blockchains (Etherscan, BscScan, etc.).
• My submission in the Verification tab was then rejected solely because I did not provide a bank statement showing wallet replenishment, a document that does not exist.

What I have already provided

• Government ID and proof of address (accepted).
• Bank statement within the last 90 days (accepted).
• Evidence of wallet ownership and the exact on-chain deposit transactions (hashes and timestamps) matching the casino deposits (accepted).
• Explanations—with references to standard practice—that wallet statements do not exist for non-custodial wallets and that on-chain records are the correct verification method.

Why the request is impossible and unreasonable

• Banks and non-custodial wallets are different systems. A bank can show fiat payments (e.g., a card or transfer to an exchange), but it cannot show a "deposit to a wallet," because the wallet is funded on-chain.
• For non-custodial wallets (e.g., Trust Wallet), no downloadable bank-style statement exists. The authoritative record is the blockchain, via transaction hashes and timestamps.
• The casino already has everything needed to verify: the on-chain deposit hashes, the credited amounts, and my proof of control. Requiring an impossible bank document is not a reasonable KYC condition for crypto deposits.

What I am asking

I respectfully ask Casino.Guru to:

1. Mediate so NineCasino accepts on-chain transaction evidence and standard KYC as sufficient for crypto deposits, or proposes a reasonable alternative (e.g., cryptographic signing/proof of control, or a small verification transaction), instead of the impossible "bank statement showing wallet replenishment."
2. Request that NineCasino process my withdrawal of €2,945.24 without further delay, since all feasible and relevant evidence has been provided.

Thank you for your assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear memoble,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing €2,945.24 from NineCasino. To better understand your situation and assist you effectively, could you please clarify the following:

• Do I understand correctly that all documents you have provided so far have been approved?
• Did you inquire with NineCasino about alternative methods for verifying your payment method that may be acceptable to them?

Your cooperation in providing these details will help us investigate and work towards a resolution. We want to make sure that we address your concerns properly and push for a suitable outcome.

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

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Hello. Thanks for your response.

It's been over 3 months since I started the verification process. As you may understand, I completely forgot what pieces of verification proof I shared with NineCasino.

Having said this, it would be better to involve NineCasino and ask them to do it, since they do have the documents I sent them.

Can you please forward me at least the most recent communication between you and the casino so we can gather as much information about your case as possible? Thank you for your cooperation.

Hello, I've already attached all the information upon opening this same complaint. I understand you received it, still, I will resend it.

On the other hand I want to express my anger on the time taken for each response. I cannot be waiting one full week for a 2 sentence answer. Total disrespect.

I will now send you for the second time, all the proof.

Thanks.

Dear memoble

I understand your frustration, but I must emphasize that this is not a live chat. Our small team currently handles over one thousand active complaints, and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint, and we always get back as soon as possible. Please bear with us.

Thank you for your patience, cooperation, and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear memoble,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from NineCasino to join this conversation and assist in addressing the complaint.

Dear NineCasino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello Stefan, thanks for finally reaching out NineCasino. I really appreciate this.

I wanted to inform you that I've received a response from NineCasino, still asking for the same piece of verification document.

I want to leave the following image here, just for the record.

Hello!

We would like to inform you that the verification process is still ongoing.

The requested documentation is Source of Funds for the crypto wallet used for deposits to the casino. This request is part of our standard Source of Funds verification, in accordance with Anti-Money Laundering (AML) requirements that are outlined at the bottom of our website.​ It is necessary to verify that the funds originate from a legitimate source.

Usually, a bank statement can be provided that shows the transaction funding of the crypto wallet. If the wallet was not replenished in this way, submitting alternative documentation demonstrating the source of the wallet funds can be provided. Additionally, documentation showing how the wallet was originally funded (for example, proof of the first deposit to your wallet) can be accepted.

Please note that this documentation cannot be skipped, as it is essential to the AML process.

If you have additional questions, please let us know.

Best regards,

NineCasino

Thank you for the update. I fully understand and support AML/SoF checks.

However, the specific document being requested does not exist for a non-custodial wallet (e.g., Trust Wallet). By design, a bank cannot "replenish" a non-custodial wallet. Banks operate fiat ledgers; non-custodial wallets are funded on-chain via blockchain transactions. Therefore, a bank statement can show fiat payments to an exchange (Binance, Kraken, etc.), but it can never show a transfer to a wallet address. Likewise, non-custodial wallets do not issue account statements.

Since my earlier deposits were funded off-exchange (cash/OTC to my wallet), there is no bank document that can show a "wallet top-up." That said, I’m happy to provide a workable SoF alternative that demonstrates a legitimate, repeatable funding path in my own name:

1. Bank statement (in my name) showing a fiat transfer/card payment to my Binance account.
2. Binance statement/ledger (in my name) showing the credited fiat/crypto and a withdrawal to my same wallet address
3. Blockchain explorer records (hashes, timestamps) for that withdrawal to my wallet.
4. Proof of control of the wallet (e.g., a signed message from the address or any other method you prefer).

This package proves that I can and do fund the wallet today through a regulated exchange + bank account in my name, satisfying SoF without asking for a document that is technically impossible (a bank statement showing a non-custodial wallet "replenishment"). If you need a small, fresh verification transfer following the exact steps above, I can perform it and submit all four items immediately.

Dear NineCasino Team,

Thank you for your clarification regarding the ongoing Source of Funds verification.

The player has confirmed that, due to the nature of their non-custodial wallet, the specific document requested (a bank statement showing a direct transfer to the wallet address) does not exist and cannot be produced. Instead, they have proposed an alternative documentation package that demonstrates a legitimate and traceable funding path, consisting of:

1. A bank statement in the player’s name showing a fiat transfer or card payment to their Binance account.
2. A Binance account statement/transaction ledger in the player’s name showing the credited funds and the subsequent withdrawal to the same wallet address.
3. Blockchain explorer records confirming the on-chain transaction (hashes, timestamps) corresponding to that withdrawal.
4. Proof of control over the wallet address (e.g., a signed message or another method you deem acceptable).

From an AML/SoF verification perspective, this documentation appears capable of establishing the lawful origin of funds and providing a transparent, verifiable chain from a regulated financial institution to the wallet used for casino deposits. It also addresses the technical limitations of non-custodial wallets, where no bank or custodian can issue statements reflecting on-chain transfers.

Could you please confirm whether this alternative documentation package will satisfy your Source of Funds requirements so the verification process may proceed without further delay?

We appreciate your cooperation and look forward to your response.

Hello!

We would like to note that any official documentation showing the origin of the funds and confirming that they were clearly credited to the specific wallet is acceptable. The bank statement option was provided merely as an example, as it is the most common form of documentation. However, any alternative document that serves the same purpose will also be accepted, as previously mentioned.

Please ensure that the documentation covers the period prior to the deposit made to the casino - that is, from May until and including September, as referenced in our previous email.

Kindly upload the document through your verification tab. If you experience any difficulties, you may send it to [email protected] with the subject line "CasinoGuru," and it will be forwarded to the appropriate team.

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

Best regards,

NineCasino

Dear memoble,

Did you manage to provide the casino with the documentation?

I look forward to your response.

Hello Stefan, thanks for the answer and the help.

I will make my best to go through the procedure between today and tomorrow.

I will post another message once that's done.

Thanks.

Dear memoble,

Thank you for letting us know. I look forward to your response.

Dear Stefan, I would like to inform you I have successfully sent an email with lots of proof of how I just funded my crypto wallet with my own personal Binance account.

There is more than enough proof of the process.

Note you have been added as CC, so you will be able to go through all the information, not only NineCasino.

Having said this, I'll be waiting for a response.

Thanks again.

Dear memoble,

We would like to inform you that we have received your email containing all the explanations; however, no files were attached to it.​

Could you please reply to your previous email and include only the relevant attachments, so that they can be forwarded for review as quickly as possible?​

Thank you for your understanding and cooperation.

Best regards,

NineCasino

You are right, I haven't attached the files.

I apologize. I just attached the files. Kindly check.

Thanks in advance.

Dear NineCasino,

Did you have a chance to review the documentation provided by the player?

I look forward to your response.

Dear memoble,

We would like to inform you that we have received the documents. Although you have provided detailed information on how you CAN fund your wallet, please note that source of funds verification is required to identify the origin of funds that were then used for deposit of the casino. The deposits made to your account are on the 10th of May, while the information provided is for a transaction on the 5th of December.

Please note that our prior response stated clearly the timeframe necessary

• "Please ensure that the documentation covers the period prior to the deposit made to the casino - that is, from May until and including September, as referenced in our previous email."

The provided documentation shows how you could fund the wallet, but not how you did before the deposits were made to the casino, which was what was initially requested.

As previously mentioned, any official document showing how the wallet was funded before the deposit is acceptable.

Thank you for your understanding.

Best regards,

NineCasino

As I have explained multiple times, the way I funded my wallet was by going to a local USD-Crypto exchange, so there are no tickets, there is nothing like that.

I have explained this multiple times. I have sent literally every single piece of document I have, now you are asking for something that just does not exist.

Will you verify my account, or keep MY funds?

Dear memoble,

Could you please provide more details on how you funded your crypto wallet using the local USD-Crypto exchange? Additionally, could you specify which crypto exchange you are referring to?

I look forward to your response.

> Could you please provide more details on how you funded your crypto wallet using the local USD-Crypto exchange?

In Argentina, there are places called "cuevas", where you exchange USD bills for crypto. Works as if I exchange money with my neighbor, I give him USD bills, he in exchange, sends me USDT to my crypto wallet. No banks volved.

> Additionally, could you specify which crypto exchange you are referring to?

There is no website, since it's an exchange between me and the person in the "cueva".

No answer?

Dear NineCasino Team,

Thank you for your previous explanations regarding the source of funds verification.

Based on the player’s latest statements, they have clarified that their crypto wallet was funded through a local cash-to-crypto exchange ("cueva"), where USD cash is exchanged directly for cryptocurrency without bank involvement or formal transaction receipts. According to the player, no official documentation exists for these transactions.

From a mediation perspective, we kindly ask you to comment on this situation and clarify how the player should proceed under these circumstances. Specifically, please let us know whether any alternative form of verification would be acceptable when standard documentation is unavailable, or whether there are any other reasonable steps the player can take to satisfy your source of funds requirements.

We look forward to your response.

It's common to get crypto this way. I believe NineCasino is using this to their advantage. Asking for these unexistent documents is pretty convenient.

On the other hand, I've proven how I can fund my wallet with my own personal Binance account, which shows all the information. I believe this is more than enough.

If NineCasino want's to honor their trust, then they should now verify my account. More than four months passed by already, I've never ever in my life went through such a lasting process.

Hello, I received the following email from NineCasino.

Note that I've just sent the reply, and added [email protected] as CC. Stefan, kindly let me know if you've received the information.

But, I'd like to note the following, NineCasino asked for "un documento (o varios) que muestre el origen de los fondos utilizados para depositar en nuestro casino, por ejemplo, declaración de salario, prueba de propiedad comercial, venta de una propiedad, herencia o acuerdo de divorcio, etc. (últimos 3 meses).", which translates to something like "a document (or several) that shows the origin of the funds used to deposit in our casino, for example, salary statement, proof of business ownership, sale of a property, inheritance or divorce agreement, etc. (last 3 months)". As I've specified in the email response, I don't have a job, and my money was received because of previous birthday presents, and others. So I don't know what document to send, since when you receive a gift, it doesn't come with a contract or payment proof.

On the other hand, it's been more than a month and I see no progress. When will my account be verified? In 2030?

Thanks.

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 memoble,

Thank you for providing answers to our questionnaire.

We would like to inform you that, based on the information we received, possible documentation can be proof of said savings, a document confirming unemployment benefits or any other official documentation showing how you receive the funds.

Please note that this documentation is necessary due to strict AML regulations and based on previous circumstances that prevented confirmation of the crypto replenishment. It serves as an alternative to verify your Source of Wealth.

Please reply to our email with the relevant documents so they can be reviewed as quickly as possible. If you have any further questions, please let us know.

Best regards,

NineCasino

Dear memoble,

Did you manage to provide the casino with the requested documentation mentioned in their message below? Please let us know whether the documents have already been submitted or if you require any assistance.

We look forward to your response.

NineCasino is asking for unexistent documentation. I have already stated how I got my money, and they now ask for "unemployment benefits documentation". I never stated I receive these.

Now it's been almost 3 months and we got nowhere. If we will keep on losing time, I will just leave bad reviews everywhere and open complaints in Curacao Jurisdiction.

I have already shown that the wallet is mine, and owning roughly one thousand dollars does not need a job or an unemployment documentation.

Hello memoble,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi. Okay, I'll wait.

Hopefully after vacation we can move on, this is going nowhere and I have a lot of money being taken away from me right now, after providing documentation that proves who I am...

Dear memoble,

Thank you for your message.

I understand that this situation has been ongoing for quite some time and that it is frustrating, especially when you feel you have already provided sufficient documentation to confirm your identity.

That said, the casino’s current request appears to be related specifically to Source of Wealth verification under AML regulations, rather than proof of identity. While you mentioned that you do not receive unemployment benefits, the casino also indicated that alternative documentation may be accepted — such as proof of savings or any official document demonstrating how the funds were obtained.

Even if the amount in question may not seem significant from your perspective, casinos operating under AML obligations are often required to request supporting documentation once a review has been triggered, particularly if previous crypto-related verification could not be fully confirmed.

At this stage, in order to move the complaint forward and avoid further delays, I would recommend considering whether you are able to provide any official documentation that explains the origin of the funds (e.g., bank statements showing accumulated savings, transaction history demonstrating long-term crypto holdings, or similar).

Please let me know whether you would be willing to submit any additional documents, or if you would like me to clarify with the casino what specific alternatives would be acceptable in your case.

I look forward to your response.

I explained multiple times, this money came from gifts, then you go to the local exchange and get the money.

Having said this, you wont verify my account and so, you will keep my money?

Dear NineCasino,

I have contacted you via email and will be awaiting your reply.

Dear memoble,

To assist you further, could you please clarify in what form you receive the gifts and in what manner they are provided to you?

This information will enable us to determine the appropriate verification options and offer additional clarity regarding the situation.

Best regards,

NineCasino

I already explained... How do you often receive a gift? A friend or a member of your family gives you money. How? Well, it can be in the form of bills. That's exactly how I got my money, not everyone uses bank transfers, in my case, as I've specified multiple times, I got my money in the form of bills, went to the local exchange, where I gave them my bills and received the crypto directly to my wallet.

I don't know how can I prove it, but I've proven everything about myself, my identity, my address, the ownership of the wallet used, everything. It's super convenient for NineCasino to ask for every possible existent piece of KYC method, since it's obvious that the user might not have EVERYTHING you need.

I've given you everything. Be decent and let me get my money.

Hello memoble,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Nine Casino,

Could you please provide us with a position on the situation?

We look forward to your reply.

I would like to add information. I've been logging into my account every couple of days, with no problem.

I've just tried to do so, and the following message appeared: "Your account is disabled".

On the other hand, since NineCasino doens't explain what's going on, I also want to share the email I received today:

I basically got asked for my wallet address and a coin of preference (it looks like). After answering to such email, the response was that the corresponding department was working on a "reembolso", which translates to "refund" or "reimbursement". I'd like to make emphasis on what's my current wallet balance, it's €2,945. I don't exactly understand what they refer to as "reembolso", but hopefully that means giving me all my money.

Dear memoble,

We would like to inform you that your account has been closed due to the failure to complete the KYC verification process.

In accordance with our Terms and Conditions, your full deposited amount will be refunded to the cryptocurrency wallet details you have provided. Please note that the winnings have been confiscated as per the same policy.

Once the refund has been processed and completed, you will be notified via email.

Dear Stefan,

We have sent you an email with further information.

Best regards,

Nine Casino

Dear memoble,

I hope this message finds you well.

After carefully reviewing all the available information, we have concluded that the casino acted in accordance with its Terms and Conditions, as well as its AML (Anti-Money Laundering) policy. As you were unable to provide the required documentation regarding the source of your funds, the casino is justified in limiting the payout to the amount of your original deposits only.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be reviewed, our team is always here and ready to support you.

Kind regards,

Stefan

Casino.Guru