The player from Austria faces a blocked account while trying to withdraw after successfully wagering a bonus. Despite passing initial verification and submitting required documents, her account is now under a security check.
NineCasino - Player’s account is blocked for security reasons.
NineCasino
Safety Index:Very highSafety Index
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9.2
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Opened
Current status
Waiting for casino to reply
4d 1h 37m 23s
Case summary
3 days ago
Public
Visitor
Public
2 weeks ago
Translation
Hello,
I would like to withdraw from the casino after I have successfully wagered a bonus.
During the first verification, I had to do a camera check, which I passed.
After that, I wanted to withdraw and had to submit documents again.
The documents were also all confirmed.
Now I wanted to withdraw again, but now they say my account is blocked for a security check.
Please help me!
Automatic translation:
Public
Complaint Specialist
Public
2 weeks ago
Dear Tabru,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you further, could you please provide us with additional information by answering the following questions:
- What specific documents did you submit for the second verification?
- Have you received any communication from the casino regarding the reason for the security check?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
- Did you accumulate your winnings with or without a bonus?
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
Please note that www.kpvfaw.com will never request payments or ask for access to your accounts. If anyone claims to be a www.kpvfaw.com representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
Public
Visitor
Public
1 week ago
Translation
Hello,
I have
my passport
Selfie with passport
Proof of my crypto wallet
my phone number
and uploaded a bank statement.
I played casino and sports betting.
I wasn't given a reason, I just got the request.
Now, after I uploaded new ID photos and a selfie, they want proof of my crypto wallet AGAIN...
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Thank you for your response.
Have you provided the proof of your crypto wallet as requested by the casino?
Which documents were you requested to provide most recently? Have you provided them on time and in the correct format?
Are any of your documents still pending verification from the casino?
Sensitive attachment
Visitor
Sensitive attachment
1 week ago
Translation
Hello,
Yes, I submitted everything on time and, as I said, the last thing they did was request my wallet.
However, this is anonymous (https://guarda.com/), so I can only present the wallet itself, but without any personal data.
And I've already passed the exam itself. It annoys me that I now have to show everything again.
Automatic translation:
Public
Complaint Specialist
Public
1 week ago
Has the casino verified your crypto wallet before, or is it the first time you've been trying to verify this particular payment method?
Public
Visitor
Public
1 week ago
Translation
It was already verified beforehand. That's why I'm surprised by the casino's actions.
Automatic translation:
Public
Complaint Specialist
Public
3 days ago
Thank you very much, Tabru, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) 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.
Public
Casino Analyst & Complaint Specialist
Public
3 days ago
Dear Tabru,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite NineCasino representative to join this conversation.
Dear NineCasino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
NineCasino has 4d 1h 37m 23s to reply
