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

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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