Good morning, I have been playing on Ninecasino for months, in May I was asked to verify my account and I sent all the necessary documents with a positive outcome, in fact on May 9th I received an email from them confirming the positive outcome of the verification. Up to now I have made deposits and withdrawals without encountering any problems. However, this evening after a win of around 900 euros, suddenly on my profile I see the writing that my account has not been verified and the request for the documents that I had already sent. I specify that I have always used the same card and the same account where my withdrawals have always arrived. They do not let me withdraw by asking me for this verification with documents that I have already sent and have been approved. I want my money back please

Buongiorno, gioco da mesi su Ninecasino, a maggio mi era stata chiesta la verifica del conto e avevo mandato tutti i documenti necessari con esito positivo, infatti il 9 maggio ho ricevuto una loro mail che mi confermava l’esito positivo della verifica. Fino ad oggi ho effettuato depositi e prelievi senza riscontrare problemi. Stasera però dopo una vincita di circa 900 euro, improvvisamente sul mio profilo vedo la scritta che il mio conto non è stato verificato e la richiesta dei documenti che già avevo mandato. Specifico che ho usato sempre la stessa carta e lo stesso conto dove mi sono sempre arrivati i prelievi. Non mi fanno prelevare chiedendomi appunto questa verifica con documenti che ho già mandato e sono stati approvati. Voglio che mi vengano dati i miei soldi per favore

Dear ekyru,

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 casinos often request additional documents even if the player's account has already been verified.

• Could you please clarify if you have already provided all the required documents?
• When exactly were those documents submitted?

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

Hi, yes I understand the need for verification but how can I be asked to verify an account that has already been verified, by sending documents that have already been sent? The account and card have not changed. I sent everything in early May 2025, ownership of the account, statement, transactions, screenshots of my card on the bank app, etc. Should I send the same documents back? It seems like a joke to me and a way to prevent me from withdrawing a win that is more substantial than the previous ones.

They themselves gave me a positive test result on May 9th.

Ciao, si capisco la necessità di verifiche ma come mi si può chiedere la verifica di un conto già verificato, con invio di documenti già inviati? Il conto e la carta non sono cambiati. Ho mandato tutto i primi di maggio 2025, titolarità del conto, estratto conto, movimentazione, screenshot della mia carta sull’app della banca ecc. Dovrei rimandare gli stessi documenti? A me sembra una presa in giro e un modo per non farmi ritirare una vincita più sostanziosa delle precedenti.

Loro stessi il 9 maggio mi hanno dato esito positivo alla verifica.

Good morning, I'll update you.

After I wrote this complaint I received an email yesterday morning at 8.12 telling me that my account had been successfully verified. As soon as I read the email I rushed to immediately make 2 withdrawals of 400 euros. This morning after 24 hours it tells me that the withdrawal was approved but that the payment is being verified. Obviously it has never happened that I waited so long, I have always received confirmation and payment within 12 hours, the problems and delays are now with significant figures. I would like to point out that my bank has very fast times for receiving bank transfers, with a MAXIMUM wait of 24 hours, and that there are no problems or obstacles on their part in processing this type of transaction. I am sure that the money will not arrive for one reason or another, and that the problems will continue with who knows what excuses. I want my money. It is an absurd situation

Buongiorno, vi aggiorno.

Dopo che ho scritto questo reclamo mi è arrivata una mail ieri mattina alle 8.12 che mi comunicava che il mio conto era stavo verificato con successo. Appena letta la mail mi sono affrettata a fare subito 2 prelievi da 400 euro. Stamattina dopo 24 ore mi dice che è stato approvato il prelievo ma che il pagamento è in fase di verifica. Ovviamente non è mai successo di aspettare così tanto, ho sempre ricevuto conferma e pagamento entro 12 ore, i problemi e i ritardi ci sono adesso con cifre consistenti. Premetto che la mia banca ha tempistiche molto veloci per la ricezione dei bonifici, con un attesa MASSIMA di 24 ore, e che non ci sono problemi o ostacoli da parte loro nell’ elaborazione di questo tipo di transazioni. Sono sicura che i soldi non arriveranno per un motivo o per l’altro, e che i problemi continueranno con chissà quali scuse. Io voglio i miei soldi. é una situazione assurda

Hello ekyru,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Good morning,

the situation was resolved, the casino paid.

Buongiorno,

la situazione si è risolta, il casinò ha pagato.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ekyru,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/www.kpvfaw.com. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina