Nine Win Casino - 書類の問題により、プレーヤーのアカウントは閉鎖されました。

I was requested for documents showing my income. I provided casino with my payroll for 3 months which I worked and document was rejected. Now I can't even log in into my account. My account is disabled now for more than 2 months. I've sent them numeros mails with my bank statment and payroll and It was not approved. Keep in mind that I deposited no more than 3000€ with all my deposits on casino.

Dear limbo123,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the proof of income seems to be the only issue? Have you provided any other documents to verify your account and have they all been approved?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Do I understand correctly that verifying the proof of income seems to be the only issue? Have you provided any other documents to verify your account and have they all been approved? Yes problem is proof of income.I've send them all required documents.My bank statment and payroll. I provided casino with my ID documents which were verifed.

Have you provided all the required documents as soon as possible and in the correct format? As I sad before I provided casino with all required documents.

Thank you very much for your reply, limbo123. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I forwarded emails to you

Thank you very much, limbo123, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi limbo123,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

In the meantime, could you please tell me what your employment is exactly? Do you work for your university, as your payroll states "student's card", or it's some scholarship?

Dear Nine Win Casino, 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? Please specify why the provided documentation from the player wasn't accepted for verification.

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

Kind regards,

Natalia

In the meantime, could you please tell me what your employment is exactly? Do you work for your university, as your payroll states "student's card", or it's some scholarship. In our country there are student jobs that are available for students. So I worked as part of this program.

Hello!

Thank you for bringing this matter to our attention. We will do our best to work on this matter and resolve it for the good of both parties.

Thank you for providing the documents so far. As part of our ongoing verification process, we require additional documentation to proceed.

Specifically, we kindly request:

A bank statement ending in **634 .

Additional documentation detailing your source of income over the past six months.

We would also like to note that the annual income mentioned in your Source of Wealth Questionnaire (SOWQ) and the proof provided (student scholarship, it seems) do not appear to align. Please provide further clarification or supporting documents to address this discrepancy.

This information is necessary to finalize the review of your account. If you have any questions or need assistance with the process, don’t hesitate to reach out to us.

We appreciate your cooperation and look forward to your response.

Best Regards,

Nine Win Casino

I've send you my payroll and bank statement on your mail. Also I'm not sure how my income mentioned in SOWQ and student job doesn't match. I selected in file that my net annual earnings are from 0-29.999€ . Here is screenshot of file also that prove that it is alright what I selected.

Dear Nine Win Casino, could you please specify if the bank statement you require (ending in **634) is asked to verify the deposits made by the player to his casino account or if you want to check the income payments?

Please, also specify the overall sum of the deposits made by the player and for what period. Thank you.

Dear limbo123, As you marked in the questionnaire, you also have income from gambling and trading. Is it possible to provide any supporting evidence for this? It seems the casino asks for proof of income for the last six months, but your payroll only has three months (payments received in August, September, and October 2024).

I worked 3 months in last 6 months. I’ve send you screenshots of my some winnings and some trades. From what I remember I only made few deposit on this casino. Less than maybe 3000€ total. And also I deposited and then withdrawn money and then deposited again . I’ts not like I gambled all this money.

I received mail that my document was rejected. They said scholarship can’t be accepted. I want to specify that this is not scholarship. In our country we have student job service which offers a regular jobs. It’s like regular employment office just made for students. I worked my job for 3 months and I had my income more than 3500€ . This document should be accepted. Also I made profit in my crypto trades and sport betting. I also uploaded before screenshots of this.

Dear all,

Thank you for your response.

We would like to clarify that the documents provided so far do not meet the requirements for verifying your source of income for the past six months. The bank statement ending in **634 was specifically requested to verify the deposits made to our casino and is unrelated to the requested documentation showing your source of income.

To proceed with the review of your account, we kindly request a document or documents that clearly depict your income over the last six months. Examples of acceptable documents include salary slips, proof of business ownership, or any other relevant documentation that accurately reflects your financial situation.

We appreciate your understanding and cooperation in providing the necessary information as soon as possible. Should you have any questions or need further clarification, feel free to contact us.

Best Regards,

Nine Win Casino

verifying your source of income for the past six months. The bank statement ending in **634 was specifically requested to verify the deposits made to our casino and is unrelated to the requested documentation showing your source of income.

This is total bullshit. I’ve never made deposit with my credit card or made withdrawal to my IBAN(bank account) . It’s total nosense what you are talking here . I only used crypto as my deposit and withdrawal method.

To proceed with the review of your account, we kindly request a document or documents that clearly depict your income over the last six months. Examples of acceptable documents include salary slips, proof of business ownership, or any other relevant documentation that accurately reflects your financial situation.

I literally send you my salary slips and you rejected it for no reason

Dear Nine Win Casino, please specify if you accept winnings on other online gambling platforms as a source of funds. From my perspective, if the player can provide proper screenshots, on which the account ownership and the winnings are visible, such evidence should be taken into consideration.

Please, also specify the situation with the bank statement ending in **634. The player claims to have deposited using solely crypto. Since the player's account is suspended and he cannot share his deposit history at the casino, I kindly ask you to provide one. You can send it to my email at natalia.b@casino.guru.

Hello!

Thank you for your response.

To proceed further and work toward resolving this matter promptly, we kindly request the following documents:

• Proof of Income for July of Last Year: This includes any income received, whether from employment or other sources. Acceptable documents include salary statements, proof of business ownership, proceeds from selling a property, an inheritance payment, a divorce settlement, or similar documentation.

• Confirmation of Income from Other Casinos: If you received winnings from other casinos in July, please provide a document (depending on the payment method you used) detailing the transactions associated with those winnings.

• Origin of Funds Used for Deposits: We also require documentation that demonstrates the source of funds used for deposits in our casino during July. For example, a bank statement showing transactions to the crypto wallet used to deposit funds into our casino would suffice.

Please ensure the documents provided are clear, legible, and cover the relevant timeframe.

If you need further clarification on these requirements or assistance with submitting the documents, feel free to contact us. We look forward to your prompt response to ensure we can resolve this matter as quickly as possible.

Best regards,

Nine Win Casino

I send you all this documents before. I send you my pay slips and revoult bank statment from which I teandfered money to crypt

Dear Nine Win Casino, kindly review the player's payroll: there is a payment dated 14.8.2024 that should represent the salary for the previous month (July 2024). Please let us know if you require a bank statement from the player to confirm the salary payments. As I understand the player provided you with the Revolut statement for July - November 2024, but the payments from the payroll do not correspond with the deposits in the statement.

Dear limbo123 and Natalia,

Thank you for responding.

As we stated previously we need to verify the source of funds so, the statement showing the salary payments will help, so please provide it.

We are looking forward to hearing from you again.

Best Regards,

Nine Win Casino

Dear limbo123, can you please provide a bank statement confirming the original receipt of your salary for July 2024? Unfortunately, your Revolut statement doesn't show the direct payment of salary from your employer.

I can't upload transaction here on platfrom. I've sent document on your mail natalia.b@casino.guru and on casino mail as well

Dear limbo123, thank you for your email. You were correct to send it directly to the casino’s email address for verification.

Dear Nine Win Casino, could you please confirm whether you have received the email from the player and reviewed the attached payment confirmation? Thank you for your assistance.

Dear Natalia,

We have received the requested document, our team is currently reviewing it, and once we have an update you will be immediately notified.

Thank you for being so patient and cooperative. We remain at your disposal if you have any further questions.

Best Regards,

Nine Win Casino

Thank you, Nine Win Casino. Let us know once you have any updates.

Dear limbo123,

Thank you for the provided document.

Please make sure to double-check the month of the provided document, and provide us with the correct statement as we need proof of income for July 2024, the provided statement shows your income for August 2024.

We are looking forward to receiving the document.

Best Regards,

Nine Win Casino

I got salary in August for month before that I worked July

I provided you with all documents needed.I done all on my way. It’s honestly umacceptable that you still don’t let me withdraw my money.It’s been now like 5 months and countless mails that I send and now on Casino Guru as well. Please accept my documention and enable my account.

Dear Nine Win Casino, it seems there's a misunderstanding - it was already pointed out that the payment dated 14.8.2024 represents the salary for the previous month (July 2024), so the player clearly provided you with what you required.

If you expected a bank statement for July 2024, it couldn't have a salary for that month as it was still ongoing.

Dear limbo123,

Thank you for the clarification.

We kindly ask you to provide proof of income for July of last year, including any income received from other casinos. If the funds used to deposit to our side were received a month earlier (in June), please provide us with the confirmation.

We are looking forward to your reply.

Best Regards,

Nine Win Casino

Dear limbo123, can you provide the casino with the requested documentation? Do I understand correctly that you already deposited to the casino in July?

Here is withdrawal I made in 30.6.2024

Dear Nine Win Casino, would a screenshot confirming the winnings at another casino be sufficient as proof of source of funds from June? Please, specify if the format the player attached is accepted or if you need more information to be provided on the screenshot to verify it.

Hello!

Thank you for being so patient.

Unfortunately, the provided screenshot is not sufficient. To proceed further we need the player to provide a document proving the income used to deposit to our side.

Best Regards,

Nine Win Casino

I really don’t know what are you asking. I provided you with my pay roll, winnings ,bank statment and still you don't accept

Dear Nine Win Casino, what was the sum of the deposits the player made in July?

Dear Natalia,

The total amount of successful deposits for July last year was 994.99 EUR.

Best Regards,

Nine Win Casino

Hello limbo123,

We would like to update you that due to Natalia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Natalia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Natalia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear limbo123, can you please provide a corresponding bank statement for June-July 2024 so that it could be possible to check if your winnings at other casinos were received in the bank account in your name? Unfortunately, it cannot be clear from the screenshots that the winnings belong to you and were withdrawn to your account, so the bank statement would be crucial in this case. Thank you.

Literally on screenshot it is displayed that payment method was Crypto

Dear limbo123, what e-wallet do you use? Is it a decentralized crypto wallet so you cannot download a statement from it?

Can you provide links to blockchain transactions so we can track your July withdrawal from another casino to your crypto wallet and your deposit to Nine Win Casino?

Dear limbo123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.