It's been 5 days that despite requested verifications and sent photos, my withdrawals are being blocked. For the past two days, I haven't been able to log into the site and above all, nothing ever seems good enough for them. What am I supposed to do?

Sono 5 giorni che nonostante verifiche richieste e foto mandate mi bloccano il prelievo, da due giorni non riesco ad entrare nel sito e soprattutto non gli bene mai nulla. Cosa devo fare?

Dear barbaraloddi,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with NineCasino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Could you please list which documents you submitted for verification so far?
• How did the casino inform you about your withdrawal and blocking of your account so far?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with a casino bonus? 

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

Best regards,

Tomas

my account is still active, they just changed the link to the site, now it's called Nine casino2. I played with real money and not with bonuses and it seems like I've been a member for a few months

il mio account è ancora attivo, solo che hanno cambiato il link del sito, adesso si chiama Nine casinò2. Ho giocato con soldi reali e non con bonus e mi sembra che sono iscritta da qualche mese

I've lost count of the times I've sent them photos for verification. On top of that they still didn't understand that my current bank has no numbers on the card.

ho perso il conto delle volte che ho mandato loro le foto per la verifica. Per di più ancora non hanno capito che la mia banca attuale non ha numeri sulla carta.

Could you please advise if the bank cards you used were virtual cards or physical cards issued by your bank? Do you have any proof the cards were issued in your name, such as a screenshot from your bank application?

I'll await your response.

I've got everything! All card accounts, all in my name with supporting documentation. In the end I closed the account, I hope to get my winnings otherwise I will report them

Ho tutto! Tutte le carte conti, tutto a nome mio con documentazione a supporto. Alla fine ho chiuso il conto, spero di avere le mie vincite sennò li denuncio

Could you please send me the proof of the payment method you sent to the casino? I apologize for the inconvenience. Send the information to my email at [email protected]

Dear barbaraloddi,

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.

I can't send my cards halfway around the world.

Non posso mandare le mie carte a mezzo mondo.

Thank you very much, barbaraloddi, for your response. I will now transfer your complaint to my colleague Natalia ([email protected]) 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 barbaraloddi,

I've just reviewed your case and am sorry to hear about your struggles with verification and withdrawal of your funds. I 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 explain why the provided documents for payment method verification were not accepted?

In case of any supporting evidence, feel free to to send it to my email [email protected].

I'm looking forward to hearing from you.

Kind regards,

Natalia

Hey, Dear Player

Kindly notice that we must comply with verification process correctly since we have obligations we must follow as a license holder. Every player in our casino when it comes to credit card verification should provide 2 photos of credit card: front (with numbers covered like this 1111 11XX XXXX 1111) and back (with CVC covered)); OR provide proof of credit card ownership - an official letter from a bank or other financial institution stating that your credit card is registered in your name, along with the relevant banking information OR any other bank document that has your card number and your name on it.

Since your credit card doesn't have card number on it kindly provide proof of credit card ownership or any other bank document that has your card number and your name on it.

If you have any further inquiries or require additional information, please do not hesitate to contact us. We are here to assist you and resolve any concerns you may have.

Best regards,

Nine Casino Team.

Thank you for the reply, NineCasino.

Dear barbaraloddi, would you please specify what exactly have you provided as proof of the ownership of your credit card? Have you obtained the official letter from the bank?

Dear barbaraloddi,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.