NineCasino - O jogador luta com a verificação da conta.

I have been playing, depositing and withdrawing at the casino without any problems for a while now.

My first deposits were made with an MB NET card, common in Portugal. At the time, I was able to place a credit card without a name, and my physical credit card does not allow online purchases, so it was the only method for making a deposit. On the third deposit, the deposit with a card already needed a name but at this point I was already able to make a deposit with MB WAY.

Why am I saying this? After a few games, deposits and withdrawals, the casino now requires that I have a photo of the front and back of these two digital cards. My bank says that the only confirmation needed as proof of responsibility for the card is the photo of the application. I have already sent the photograph, bank photograph showing the money out, date and recipient, and they continue to insist that it is not possible to verify my account. I have money outstanding. The stupidest thing is that I already made withdrawals, and my last deposits, the deposits that led me to this withdrawal were made with mb way. I am being asked for verification of my first two deposits which were more than 1 month or 2 ago.

Jogo, deposito e levanto no casino sem problemas faz um tempo.

Os meus primeiros depósitos foram com cartão MB NET, comuns em portugal. Na altura conseguia colocar um cartão de crédito sem nome, e o meu cartão credito fisico não permite compras online pelo que foi o unico metodo para o depósito. No terceiro depósito, o depósito com cartão ja necessitava de nome mas nesta altura já conseguia fazer deposito com MB WAY.

Porque é que estou a dizer isto? Depois de alguns jogos, depositos e levantamentos, o casino agora exige que tenho fotografia de frente e verso destes dois cartões digitais. O meu banco diz que a unica confirmação necessaria como prova de responsavel do cartão é a a fotografia da aplicação. Eu já mandei a fotografia, fotografia do banco a mostrar saida do dinheiro, data e destinatario, e continuam a insistir que não é possível verificar a minha conta. Tenho dinheiro pendente. O mais estúpido é que ja fiz levantamentos, e os meus ultimos depositos, os que depósitos que me levaram a este levantamento foram feitos com mb way. Estão me a pedir verificação dos meus primeiros dois depósitos que foram à mais de 1 mês ou 2 atrás.

Dear eyegvsm,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

According to the documents that my bank suggests that I send, I have already sent all the necessary ones. However this has been going on for days. I sent several emails suggesting special attention to my case so I don't have to talk to support every day, and yet every day I spend 3 hours waiting to talk to support and trying to find a solution.

I am always asked for too many documents when my bank suggests that the ones I am sending arrive. Even today I got two responses via email, one saying that my account was fully verified and the other contradicting that I still need to verify these digital cards. However, the site says everything is verified. And I still can't raise the money. They canceled my order with the verified account.

Segundo os documentos que o meu banco sugere que envie, já enviei todos os necessários. Entretanto isto já dura dias. Enviei vários emails a sugerir uma especial atenção ao meu caso para não ter de falar com o suporte todos os dias, e no entanto todos os dias fico 3h à espera para falar com o suporte e a tentar arranjar uma solução.

Pedem me sempre documentos à mais quando o meu banco sugere que os que eu estou a enviar chegam. Inclusive hoje obtive duas resposta via email, uma a dizer que a minha conta foi totalmente verificada e a outra a contradizer que necessito ainda de verificar estes cartões digitais. No entanto dentro do site diz estar tudo verificado. E ainda assim não consigo levantar o dinheiro. Cancelam o meu pedido com a conta verificada.

Thank you very much, eyegvsm, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi eyegvsm,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear NineCasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the system says that the player's account is verified, however, they were asked to verify the digital cards again. Have you received all the documents provided by the player?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 , eyegvsm!

Sorry for late reply.

Thank you for reaching out to us and bringing your concerns to our attention. We understand the importance of proper verification procedures to ensure the safety and security of our platform. We apologize for any inconvenience caused during this process.

As part of our additional verification measures, we kindly request that you provide us with credit card proofs and proof of ownership, as mentioned in the attached email. These details are necessary to complete the verification process and ensure compliance with regulatory requirements.

Rest assured that once we receive and review the requested information, your account will be verified promptly. We appreciate your cooperation and understanding in this matter, as it enables us to maintain a trustworthy and responsible gambling environment for all our players.

If you have any further questions or need assistance with the verification process, please do not hesitate to contact our support team. We are here to assist you every step of the way.

Thank you for your patience, and we look forward to resolving this matter and providing you with a seamless gaming experience.

Best regards,

Nine Casino Team.

Dear NineCasino, thank you for the reply.

Dear eyegvsm, based on the casino's message you were sent an email asking to provide credit card proofs and proof of ownership. Is it the same requirement as before or there're new specifications? Are you able to provide the casino with the required documents now?

Dear eyegvsm,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.