K9Win Casino - プレイヤーのアカウントは停止されています。

Dear Casino.Guru,

I deposited $1000 on 24/02/2025 playing Starlight Princess on k9winkhr.com and won $8500 with a bonus. I tried to withdraw; suddenly they asked me to verify KYC.

I've sent all the document IDs they need on 26/02/2025; after that, they suspended my account and prevented me from logging in. I asked the agent why, and they told me, "You cannot log in now; please wait for someone from the casino to contact you to confirm the KYC."

After 2 hours, an agent contacted me to ask some questions.

I answered all of it and even video chatted to confirm some more questions from the casino.

4-5 hours after the video chat, she told me, "Hi dear, now you can log in and withdraw the money if you can or not. Please let me know; I will check for you." I was so happy and got right into the website to log in. And guess what?

My account is still suspended. I returned to chat and asked her why, and she told me to try again many times. After 2 hours of trying to log in, my account is still suspended.

She told me to wait tomorrow because it uses an update on my account.

(When they first suspended my account, it only took 10 minutes, and now when they reactivate my account, it takes 1 day?? How does that make sense?!)

After that day, I still cannot log in...

I tried to message her again; she "saw" it and is not answering my seeking for help.

It's like they're trolling me now or something.

Please help me, Casino Guru; I really need your justice.

Hello hubalot,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with K9Win Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Could you please advise since when exactly is the verification process ongoing?

-Verification process was last night, the agent confirm that i can login and withdraw my money but i still can't login

Which documents have been already approved and which ones not?

- i've already sent them ID card , selfie with ID card and selfie with bank account even Facebook profile

When was the last time you spoke to the casino and what was it about?

-i called the agent 1 hour ago to ask about the process they pick up but don't say anyword and then hang up

The messsage that the agent said i can go login and withdraw was deleted by them ( luckily i screenshot it)

Thank you.

They repeatedly delete my message when i ask them what's going on and ignore me 🙁

Update: The lowrer rank agent told me to wait 14 days and contact them again, the agent who do KYC process with me still not responding to my message

I will contact again on 13/03 if they not responding again then i really need you guys help

Hello hubalot

I will be prolonging the timer for the given time frame.

Please let us know in case of any important update.

Regards,

Nick