Kasino Nine Win

Hi, I have £2,400 sat in my Nine Win account - and have provided my bank statement 5 times now, only for them to decline it 5 times in a row. I have given enough evidence, followed all instructions given, and they still decline telling me they need full name, address and account details, even though I have provided them all in the bank account screenshot. Please any help would be greatly appreciated - I have been in contact with there customer support and they keep going round in circles and not giving me a real reason as to why my account can’t be verified given the correct details.

Hi, I see that you've managed to file a complaint about this problem, so our team will definitely try to help you. 

However, regarding your document, could it be that you are sending it as a screenshot ? I often know that a pdf is required, so I was wondering if that might be an issue. Of course, the best thing would be for the casino to tell you what is wrong and why they have not accepted your document 5 times already. 

Nevertheless, without a clear answer from them we probably won't move, so I would try to ask them again or see if there is something written somewhere about what everything the document should contain and what format it should be in.

Hi Jaro - thanks for the reply. I have sent it as a PDF now - but have also tried that before and it has been rejected. I will try again and keep you updated - fingers crossed this will now be verified, however I don’t have much hope as there reasoning behind it prior has been "needs to include Name, Address and Bank Statement" which have all been provided before! Will let you know when my now 8th attempt comes back.

Hi Jaro - quick update - it’s been disapproved again. This is really starting to frustrate me as I feel like they know exactly what they’re doing!

" The bank statement must contain your name, bank account number. Need bs**2153" "

is the message I get sent back for reason of disapproval. It’s crazy. Absolutely nothing wrong with the PDF I sent I’ve checked it throughly. It has my name and bank account number on it. Just to make sure it’s not me - what is BS**2153? I presumed just my statement.

I really hope you guys can try help me out to work out a miracle.

I'm not sure but it's definitely a good idea to ask the casino what it is, maybe that's why it's not approved. I'm wondering if it's an account number but we can see that you have it on that statement, so as I said it's best to check with the casino. 

However, if nothing goes wrong, then our team will be available and hopefully we can sort it all out because I can see you're quite frustrated about it although I'm not surprised because I would be too. 

I'll keep my fingers crossed for you. 🤞

Hi Jaro - I have been in touch with the casino and they have said to me that it’s because my bank account number on my statement does not match the bank account I deposited in - even though I have shown them a screenshot of the transaction from the account in which I deposited on - and it doesn’t match the one they’ve got down on there system - and they are not willing to let me even attempt to change it.

the one on there records ends in 2153, however my account that I deposited my £20 on does not match that. I don’t even have an account that ends in 2153! I can provide evidence to you guys via a secure email if you would like of my transaction and from what account, and also the chats between them on there live support of them telling me it’s not from that bank account. Thank you!

I thought it might be something similar. Be sure to keep these things and when Nick gets to you and needs something from you, then you can send it to him as evidence. So you deposited from a different account than the casino said you did ? I mean, it shouldn't be a problem to verify it and send the money, but apparently they have different procedures. So we'll see how it goes and I hope it gets sorted out. 😉

Hi Jaro - yeah it’s the exact same thing again and again. Ive tried explaining to them that if I had that bank account then obviously I would send it in to be verified! I can’t possibly send an account in that I do not own!

The only thing I can think of is that my CARD ends in 2153. I’ve also asked about that and sent in but again they say no. So can’t imagine it is that but you never know. Fingers crossed we can get this sorted - I have suggested to them that I deposit another £20 in via one of my different bank accounts, and send in the required documents for specific bank statement, however they said no to that also. Very frustrating!

Fingers crossed we can sort something out and looking forward to hear back off you 😀

Hey there!

I just came across this conversation and have to say that I'm intrigued to find out what is behind this - let's call it a mess. 😀

Maybe it would be worth asking the casino about the specific account number they try to match with your banking statement. Just to exclude a human error.

I mean, even if there were any problems with card details, usually the card is bound to a specific banking account, so it should not be so hard to compare a few numbers.

And I fully agree that you can only verify banking accounts in your possession.

Well, nothing else constructive has crossed my mind, so I really count on Nick in that regard.

Hold on, and please share every handy detail you can.