Nine Casino - A retirada do jogador foi adiada.

I got a 1799€ win with Nine Casino back in mid March and cannot get it from them.

I carried out a live selfie, uploaded passport, proof of 2 accounts for deposit and withdrawal, proof of address, proof I have a salary income, over 3 months pay slips with statements showing my income received, wealth questionnaire completion, lifetime transactions from the account i used to deposit 270€ and each time I get the below email fired at me.

I told the Casino numerous times that I opened the account on the 13th March, which is outlined on my statement.

"The source of wealth must show the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)."

I would like for the casino to please tell me EXACTLY what they require, that I haven't already given them, I have already provided them with the proof of funds documents but they keep rejecting it. I received mails saying that the account is fully verified, yet I am still not able to withdraw. 

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Nine Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible, or has it been blocked?
• Did you achieve your current balance with the help of a bonus?
• Could you please explain how much you deposited in the casino?
• Could you please share with me your most relevant communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice:

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Tomas, 

To answer your questions:

Is your account accessible, or has it been blocked? I can access it. 

Did you achieve your current balance with the help of a bonus? Yes

Could you please explain how much you deposited in the casino. I deposited 270 euro

I have emailed you the relevant communication with Nine Casino. 

Thank you. 

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.

Hello AllForCullen,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear AllForCullen,

Certainly! Below is a formal version of your message refined for "AllForCullen," and following that, two alternative versions for other brands that request the same information and reference the Terms and Conditions but are noticeably different in wording and style.

For AllForCullen

Subject: Verification Process Update and Documentation Request

Dear AllForCullen,

We would like to inform you that your verification process is still ongoing. Please be assured that we enforce strict compliance with all Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures, as outlined in our Terms and Conditions. These requirements are mandatory under our licensing and regulatory obligations and must be observed without exception.

To proceed, we require official documentation related to the significant transactions recorded in your bank account, specifically on the following dates: BEE – February 7, TC – February 6, and TOM – January 22. You previously indicated that these funds originate from an inheritance. Please provide us with appropriate legal documentation or official confirmation to substantiate this claim.

Thank you for your cooperation and understanding.

Dear Matej,

We have sent you an email containing further information regarding this matter. Kindly review it at your earliest convenience.

Best regards,

NineCasino

Dear Nine Casino,

Yes, there are 2 other issues of the similar type and you request the same documents for all.

For those amounts into my bank account that you are querying, they are from an inheritance, and unfortunately, I do not have any documents as they were just sent to my account, they are not such huge amounts and have nothing to do with my ability to afford depositing into your casino. I would not like this to go in circles again and would like the fastest way to have it resolved. Since I do not have the document you want, what else can I provide or do to move forward in order to complete your extensive verification process and get my winnings?

Dear AllForCullen and Nine Casino Representative,

I apologize for the delayed response. I was attending a conference, and it took me some time to go through all the documents thoroughly.

I would like to highlight that the purpose of the affordability check is to confirm that the player is not depositing funds they cannot legally obtain or afford.

After reviewing all the payslips and bank statements provided by AllForCullen, I can say with complete confidence that this is not the case here.

From the casino’s perspective, it was noted that AllForCullen received €10,400 from an unknown source. However, considering that his actual deposits were significantly lower—and clearly within his income—he is clearly capable of affording those deposits even without these extra funds.

AllForCullen stated that these funds came from an inheritance, though he does not have official documentation to prove it. It is quite common in my country for family members (if they have a good relathionship) to redistribute inheritance informally— after the legal process is complete—without any official documentation.

Given that AllForCullen’s deposits are entirely supportable by his financial position, I do not see a compelling reason for the casino to require exhaustive proof of every bank transaction.

If the casino remains unwilling to release the winnings, we recommend that the player submit an appeal to GCB. (I will gladly help with that)

I would like also mention consulted this case with two other experts in the field, and they reached the same conclusion.

Once again, I apologize for the delay and thank you for your patience.

Thank you so much for your reply Matej, will be waiting for the casinos response.

Nine casino - I have been very transparent and cooperative, but the document you want simply does not exist.

Matej, how do we do ahead to make an appeal on GCB? as I am not familiar with the process.

Dear AllForCullen,

Thank you for the message. 

We wish to clarify that inheritance matters cannot be validated through personal statements alone and must be backed by official, legally recognized documentation. If you have been involved in such an inheritance, it should be verifiable by means of the appropriate documents or confirmations, which we are ready to review.

Please note that we cannot proceed any further without receiving the requested documentation. Until the required information is submitted, the verification process cannot be completed, and this imposes limits on how we are able to assist.

As outlined before, these steps are not optional. They follow both our Terms & Conditions and the regulatory framework that governs our operations. The verification process exists to ensure fairness and safeguard both the casino and our players.

We understand your concerns and remain committed to providing support, but our position on this matter remains unchanged. All documentary requests are justified, based on compliance requirements, and never made arbitrarily. It is also crucial for representatives and players alike to recognize the importance of due diligence: reliance on unofficial or undocumented claims would compromise the integrity and transparency of the process.

We therefore reiterate our request for cooperation in supplying the required proof. Should such documentation be provided, we will gladly continue assisting you.

Best regards,

NineCasino Team

Dear AllForCullen,

I will shortly contact you via email and explain to you step-by-step process how to proceed in this situation.

Thanks Matej.

After correspondence via email with the player, we have decided to close this case for now, marking its status as "waiting for regulator’s decision.

Dear AllForCullen,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru

We’ve reopened this complaint at the request of AllForCullen. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you for reopening the complaint.

Regarding the three queried transactions (BEE €8,400 / TC €1,000 / TOM €1,000) these were informal inheritance transfers from family following the sale of a car and some other assets. I had no documentation at the time, but I've since managed to locate the person who sent the funds and can obtain a written statement from them confirming the origin of the transfers.

Would this be acceptable as supporting evidence for Casino Guru and/or the GCB complaint?

I'd also like to reiterate that my total deposit was only €270, fully covered by my verified salary. These inheritance transfers have no real bearing on my ability to fund that deposit, and I believe withholding €1,799 in winnings on this basis is disproportionate.

can you help me why the casino doesn't come and confrm?

Dear Casino Representative,

We would like to follow up on this case. The player has explained that the three transactions in question (BEE €8,400 / TC €1,000 / TOM €1,000) were informal inheritance transfers from family following the sale of a car and other assets. The player has indicated they can obtain a written statement from the sender confirming the origin of these funds.

Could you please let us know whether such a written statement would be acceptable as supporting evidence to resolve this matter?

We look forward to your response.

Dear Matej,

Thank you for your message and for sharing the player’s explanation regarding the origin of the transactions.

At this stage, the information provided — specifically the indication that the funds represent "informal inheritance transfers from family following the sale of a car and other assets," together with the possibility of a written confirmation from the sender — cannot be accepted as sufficient Source of Funds verification.

A written statement from a third party alone does not constitute independent proof of origin of funds for verification purposes. In order to complete the Source of Funds review, supporting documentation demonstrating the underlying source and transfer chain of the funds is required. Without this supporting documentation, the transfers remain classified as unverified third-party funding.

While a signed confirmation from a relative may serve as supporting context, it cannot be considered sufficient evidence on its own. Inheritance-related transfers are typically accompanied by formal documentation, and appropriate records confirming the origin and movement of the funds are required in order to satisfy our KYC obligations and internal verification procedures.

Depending on the explanation provided, acceptable supporting documentation may include, for example:

documentation confirming the sale of the referenced asset(s) (e.g., vehicle sale agreement or receipt),

evidence showing receipt of the proceeds by the sender,

confirmation of the transfer from the sender to the player,

or other independent records demonstrating the origin and movement of the funds.

As part of standard verification procedures, we are required to establish the source of the funds through verifiable documentation. Until sufficient supporting evidence is provided, the Source of Funds review remains incomplete.

Should the player choose to submit additional documentation addressing the above points, this can of course be reviewed by the relevant team in line with our standard procedures.

Best regards,

 NineCasino Team

I will send the documents now.

Dear Matej and Nine Casino,

Thank you for clarifying what documentation would be acceptable. I am now uploading supporting documents for each of the three queried transactions, which correspond directly to the examples listed in the casino's last reply:

1. BEE – €8,400 (07.02.2025): Private Vehicle Sale Receipt for a 2014 BMW 316 Sport (VIN WBA3C3C5XFK203691), signed by both seller and buyer (Parry Edward). Confirms €8,400 paid on 7 February 2025 to IBAN ending 369173.

2. TC – €1,000 (06.02.2025): Bill of Sale for a Fiido Titan M25 e-bike (SN 2407-18462), signed by both parties (buyer: Bourke Robbie Aodh). Confirms €1,000 paid on 7 February 2025 to IBAN ending 369173.

3. TOM – €1,000 (22.01.2025): Bill of Sale for a Riverside 500 E Hybrid bicycle (CA5-2024-A18987), signed by both parties (buyer: Mc Getrick Leon). Confirms €1,000 paid on 22 January 2025 to IBAN ending 369173.

I want to be clear that these three transactions have nothing to do with the actual source of the funds I deposited with Nine Casino. My total deposit was only €270, and that amount is entirely and demonstrably covered by my verified salary, as Matej previously confirmed after reviewing all my payslips and bank statements. These inheritance transfers played no role in funding my casino activity whatsoever.

I am providing these documents purely out of good will and a desire to bring this matter to a close, not because they are in any way legally or factually relevant to the affordability of a €270 deposit.

With that said, the documents submitted match exactly the categories the casino listed as acceptable. I'd sincerely appreciate it if we can now close this positively and have my €1,799 released.

Thank you both for your patience and continued help with this case.

Best regards

Dear Matej,

A quick update on this case. Following my last message and the upload of the three sale documents, Nine Casino reached out to me directly via email (from Nathan, Casino Support Team) requesting some further documentation – specifically a bank statement clearly showing payroll/salary receipt transactions covering at least three months.

I have now sent them everything they asked for, including:

• 16 weekly payslips covering January through April 2025

• An AIB bank statement covering 31 December 2024 through 18 March 2025, clearly showing the corresponding weekly WAGES credits matching each payslip

Combined with the three sale documents already submitted here, I believe every category of document the casino has requested is now in their hands.

I feel we are very close to resolving this positively and I appreciate your continued support throughout. I will update the thread as soon as I hear back from the casino.

Dear Nine Casino representative,

The player has now provided documentation covering every category you requested — payslips, bank statements confirming salary receipt, and sale receipts for each of the three queried transactions.

I would like to reiterate a point raised earlier in this case: AllForCullen's total deposit was €270, an amount entirely and demonstrably covered by his verified salary income. The three transactions in question are unrelated to his casino activity and have no bearing on his ability to fund that deposit.

From our perspective, a four-month verification process for a €270 deposit is disproportionate, and we see no justification for continuing to withhold the player's winnings of €1,799. All documentation now appears to be in your hands.

We kindly ask you to complete the verification review promptly and release the funds. Should we not receive a satisfactory response, we will have no choice but to advise the player to escalate this matter to the Gaming Control Board of Curaçao as well as the Central Bank of Curaçao, and we will support them in doing so.

Dear AllForCullen,

Thank you for providing the additional documentation. It has been fully reviewed and accepted.

You may now proceed with the withdrawal of your balance in accordance with your daily withdrawal limit.

If you experience any issues accessing your account or processing your withdrawal, please do not hesitate to contact us.

Best regards,

Nine Casino

Thank you so much.

I made a withdraw hopefully it will come today.

Dear AllForCullen,

Please let me know once you have received the funds so we can close the complaint.

They canceled the withdraw so no not received anything.

Dear Nine Casino Representative,

Could you please explain what happened?

Withdrawn again but just pending for 2 days now. Max i could withdraw was 1k.

Let’s wait for the casino’s response.

Dear Matej,

Thank you for your message.

The player has requested a fiat-to-crypto withdrawal, however this request is not aligned with the original deposit method. As per our Terms & Conditions, withdrawals are generally required to be processed via the same method used for deposit, where technically possible.

In this case, the player deposited via card, therefore the correct and standard withdrawal route is a card-based refund/withdrawal method. Alternative methods may be offered where available, but they depend on provider availability and account eligibility.

For this reason, the requested fiat-crypto withdrawal was not processed and was redirected according to the available and compliant payout routes.

Kind regards,

 Ninecasino Casino

Dear Nine Casino Representative,

Thank you for the clarification.

Dear AllForCullen, could you please try to withdraw your winnings using the same payment method you used for the deposit?

I deposit with card there is not allowed to withdraw with card could you open the skrill function please.

I will withdraw to my bank.

Thanks for the information. Please let me know once the withdrawal has been processed successfully.

They keep declining it.

Dear Matej,

A further issue on the Nine Casino case to flag for the record.

Nine Casino is insisting the withdrawal can only be paid to an Irish bank account, and is rejecting payment to a verified ClearJunction GB IBAN held in my own name. The practical problems:

1. The Irish bank account originally verified on my profile is now closed. I cannot receive funds into it.

2. Payouts from offshore casinos are typically processed via third-party providers whose names do not clearly identify the transaction as gambling-related on a retail bank statement. When such payments land in Irish high-street bank accounts, the receiving bank's internal AML screening often flags them and closes the account. This is exactly what happened to my previous bank. Insisting on payout to an Irish high-street bank creates a real banking risk on my side.

3. The ClearJunction GB IBAN is held in my own name at a UK payment institution authorised by the Financial Conduct Authority. Both Ireland and the UK are SEPA members, and a SEPA Credit Transfer in EUR works between any two SEPA-zone accounts in the player's own name regardless of the country of issue of the IBAN. Restricting withdrawals to country-of-residence IBANs only is not a standard SEPA requirement.

4. Nine Casino has not pointed to any specific clause of its published Terms and Conditions that requires payouts to be made only to an Irish IBAN, to the exclusion of other verified SEPA IBANs in the player's own name.

The combined effect of Nine Casino's position is that there is currently no payment method available to me through which the withdrawal can be received without either creating a banking problem on my side or being rejected by the casino. That functions as a refusal to pay.

I would appreciate Casino Guru's view, and if appropriate that the casino be asked to identify the specific T&Cs clause it is relying on and to accept payment to the verified ClearJunction IBAN in my own name.

Dear Thomas,

We hope this email finds you well.

Our technical team has successfully changed the payment provider in an effort to address this limitation. We kindly request that you attempt to initiate the withdrawal once more.

We appreciate your understanding.

Kind regards,

Customer Experience Team

Finally they need to pay me still.

Dear AllForCullen,

Let’s hope that this time the transaction will be successful and that we will be able to close this complaint.

Please keep us informed about the transaction status.

They paid eventually to that IBAN thank you so much casino GURU for helping me out with everything you retrieved so much money for me!

Liraspin paid to.

Can close both complaint positive.

Dear AllForCullen,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

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. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Matej

Casino.Guru