NineCasino - プレーヤーがアカウントの確認を完了するのに苦労しています。

Hello,

the following verification problem exists.

I am supposed to provide proof of deposit for 12/02/2022 at 12:38pm.

I have uploaded the required proof. Now the casino says that the deposit proof is not theirs. At that time I made a deposit and it was at Nine Casino.

Hallo,

folgendes Verifizierungsproblem liegt vor.

Ich soll einen Einzahlunhsnachweis für den 02.12.2022 um 12:38 Uhr erbringen.

Ich habe den geforderten Nachweis hochgeladen. Nun sagt das Casino das der Nachweis mit der Einzahlung nicht von denen ist. Zu dieser Zeit habe ich eine Einzahlung vorgenommen und das war bei Nine Casino.

Dear mremmi,

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,

I have submitted all documents.

Only a deposit made on December 2nd, 2022 at 12:38 UTC is required to provide proof.

I sent this as a screenshot.

The casino informed me that it was not a deposit for their casino.

This absolutely cannot be true.

Many Thanks

Hallo,

Ich habe alle Znterlagen eingereicht.

Einzig eine Einzahlung vom 02.12.2022 um 12:38 UTC wird ein Nachweis gefordert.

Diesen habe ich als Screenshot gesendet.

Das Casino teilte mir mit das es sich um keine einzahlung für ihr Casino handelte.

Dies kann absolut nicht stimmen.

Vielen Dank

Thank you very much, mremmi, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, mremmi,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite NineCasino's representative to join this conversation and participate in the resolution of this complaint.

Dear NineCasino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account?

Thank you in advance for providing the information.

Hello!

Dear, Mremmi.

We have checked your case thoroughly and yes indeed, your statement seems relevant, as per PODs refused because it hasn't met our requirements, but it is related to your own bank statement. We decided to accept your proof of the deposit, as per the Bank statement provided + time/amount seems to be consistent with our data.

Sorry for the inconveniences caused. Your account is fully verified right now.

Best regards,

NineCasino Team.

Hello,

Now there is the next problem.

I should verify my Paysafe data.

I have done this. I have documented a transaction and uploaded a screenshot of my account details.

However, this will not be accepted even though all relevant data can be seen.

Many Thanks

Hallo,

Jetzt gibt es das nächste Problem.

Ich soll meine Paysafedaten verifizieren.

Dies habe ich getan. Ich habe einen Transaktionbelegt und einen Screenshot meiner Accountdaten hochgeladen.

Diese werde aber nicht akzeptiert obwohl alle relevanten Daten zu sehen sind.

Vielen dank

Greetings all,

Thank you both for the updates.

Dear mremmi,

How do you mean that, please? The casino confirmed that it decided to accept your documents and that your account is fully verified now. Can you please check and confirm it?

Dear mremmi,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, NineCasino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru