NineCasino - Ověření účtu hráče se potýká se zpožděním.

I have had an account at NineCasino for a long time and have made many deposits and withdrawals there, last when trying to withdraw, information appeared about the need to perform verification

on January 23, I performed KYC verification on the NineCasino website, verification is carried out by SumSub, NineCasino has not verified my account for two weeks.

I sent an email on January 23 regarding this matter, with no response to date, in the email I also attached id card, driver license, selfie with id card and selfie with driving license

Chat support is not very helpful and does not provide any meaningful information.

Dear tyraxx,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem with NineCasino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Is this the first time you're trying to fully verify your account?

Could you please advise if any of the documents you sent to the casino in January have been approved?

Could you kindly specify which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with customer support?

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

Best regards

Veronika

1: Is this the first time you're trying to fully verify your account?

YES

23 January 2024

2: Could you please advise if any of the documents you sent to the casino in January have been approved?

I don't know because I never received any replies or updates on this matter

3: Could you kindly specify which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

SumSub program for verifying the NineBet account asked me for an id card + viability verification

( real-time face scanning)

23 January I also sent the documents by e-mail: id card + driver license + selfie with id card and selfie with driver license.

they did not ask for any other documents

3: When was the last time you communicated with customer support?

On February 6, I spoke on live chat and received a reply that they had only just read the e-mail because messages from the player are not always read due to the large number of messages.

It seems to me that the problem may lie with the KYC application, the SumSub program, which is known to have many bad reviews due to verification errors,

but it seems to me that the casino had a lot of time to solve the problem, I wrote an e-mail and attached the documents on January 24, and I wrote about it several times in the chat but I never received any valuable information, the support responses in the live chat do not make any sense, because the only the answer is: wait for the update.

I can assure that I will provide all the required documents, but at the moment it seems impossible without the cooperation of the casino.

Thank you very much, tyraxx, 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 tyraxx,

I've just reviewed your case and 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 what is the current status of the player's verification? Have you received all the necessary documents?

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

Kind regards,

Natalia

Dear tyraxx,

thank you for contacting us regarding your issue! We sincerely apologize for any inconvenience you experienced. We have already forwarded your request to the competent department, that must check your documents and give us suggestions to resolve the difficulty shortly. We will give you an answer as soon as we receive it from the specialists.

If you have any additional information or details that could assist us in expediting the resolution, please feel free to share them. Your satisfaction is our top priority, and we are committed to ensuring a swift and satisfactory resolution.

Best regards,

NineCasino Team.

Thank you for the reply, NineCasino Team.

Dear tyraxx, have you received any updates from the casino as of now? Please, let me know if there will be any progress in your verification in the nearest days.

I never received any response from this Casino.

So I'd like to ask NineCasino to specify the time for when the review is to be finished since it's already been almost a month after the player uploaded documents for verification. Are there any reasons for such a delay?

Dear tyraxx,

Thank you for waiting for a response on this matter. We inform you that your documents have been accepted, we apologize for the delay and inconvenience.

Regarding your withdrawal, we inform you that according to our terms and conditions, paragraph 7.6 each deposit must be played 3 times before it can be withdrawn. In the system we see, that you already played 521.36 EUR, while the amount needed to play is 598.08 EUR.

After completing the wager and playing the necessary amount you can proceed with the withdrawal, which will be processed within 24 hours. If you have any other questions or difficulties, please let us know.

Best regards,

NineCasino Team.

withdrawal was processed a few hours after they accepted the documents

so it was solved

Dear tyraxx, do you confirm successfully receiving your withdrawal from the casino or has it been only processed but not yet received?

yes, I received withdraw

Dear tyraxx,

I'm glad to hear that your issue has been resolved successfully and will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Natalia

Casino.Guru