NineCasino - Hráč má potíže s dokončením ověření účtu.

Hello, I'm trying to withdraw my money, but they always reject it because they say the proof of payment is wrong, I've sent them a lot of times the proof of payment and in a thousand different ways, but they keep rejecting the withdrawal.... Before I could withdraw without a problem... but now suddenly they always reject it no matter how much I send them what they ask for, they don't even check it anymore, they directly reject my withdrawal... technical support is limited to sending me a copy and paste the same message, they do not give me solutions or help me to know where the error is....to enter money there is no problem...but to remove it they only give me hits,...they only tell me that payment receipt error, but as I told you, I already sent the payment receipt a thousand times and in a thousand different ways, I don't know what else to do, can you please help me

Hola,estoy intentado retirar mi dinero,pero siempre me lo rechazan por que dicen que está mal el justificante de pago,les e enviado un montón de veces el justificante de pago y de mil maneras diferentes,pero siguen rechazando el retiro....antes podía retirar sin problema...pero ahora de repente me lo rechazan siempre por más que les envío lo que me piden,ya ni siquiera me lo revisan,directamente mi rechazan el retiro...el soporte técnico se limita a enviarme un copia y pega del mismo mensaje,no me dan soluciones ni me ayudan a saber donde está el error....para ingresar dinero no hay ningun problema...pero para sacarlo no me ponen más que pegas,...solo me dicen que error del justificante de pago,pero como les digo, ya les envié mil veces y de mil maneras diferentes el justificante de pago,ya no se que más hacer,pueden ayudarme por favor

Dear Roetgen,

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

Hello, thank you for assisting me, I sent all the documents that they ask me for and they have approved them, except for the proof of payment of the transactions that I have with them,... I have sent it to them many times but they keep telling me that I have to the name, account number and transactions appear, I send it to them again and they tell me the same thing again,..... I have files that I can show you, I don't know if I have to send them here or I can send them to you privately

Hola gracias por atenderme,todos los documentos que me piden se los envié y me los han aprobado, a excepción del justificante de pago de las transacciones que tengo con ellos,... se lo e enviado un muchas veces pero siguen diciendome que tiene que aparecer el nombre, número de cuenta y transacciones, vuelvo a enviárselo y me vuelven a decir lo mismo,..... tengo archivos que puedo mostraros a vosotros ,no se si tengo que enviarlos por aquí o puedo enviároslo por privado

Hello, how are you?..... I don't know what else to do with nine casino..... after talking again with the painful and shameful technical support, where by mail they only know how to send me an answer that is a copy and paste where They say that I should send the documentation... which is absurd because I have already sent it like 5 times, they do not give me any solution..... through the chat they tell me exactly the same thing..... after sending the document again The only document that they say is missing..... They don't even review it anymore... More than 3 days have passed and I haven't heard from them, I'm already a little tired of the attitude of nine casino to be honest... ...customer service is the worst I've ever seen, as you can see I have everything approved except proof of payment, even if you look at one of the documents if they approved it and the last ones I sent are still waiting.

Hola que tal?..... ya no se que más hacer con nine casino..... después de volver hablar con el penoso y vergonzoso soporte técnico , donde por correo solo saben mandarme una contestación que es un copia y pega donde dicen que mande la documentación.... cosa absurda por que ya se la envie como 5 veces, no me dan ninguna solución..... por el chat me dicen exactamente lo mismo ..... después de mandar otra vez el único documento que dicen que les falta..... ya ni me lo revisan.....han pasado más de 3 días y no tengo noticias de ellos , ya estoy un poco cansado de la actitud de nine casino la verdad ....la atencion al cliente es la peor que e visto nunca, como podéis ver tengo todo aprobado menos el justificante de pago , aun que si os fijáis uno de los documento si lo aprobaron y los últimos que envié sigue en espera.

I already solved the problem, thanks anyway

Ya solucione el problema,gracias de todos modos

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Roetgen, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru