NineCasino - У игрока возникли проблемы с процессом проверки учетной записи.

I registered at the casino, made a deposit and received a certain amount. I tried to verify my details and submitted the application, but it just won't work. For over five hours, I struggled to no avail, and even days later, I am still trying. I spoke with chat support, sent all my detailed information through an email to the support, and explained the problem. But no one seemed interested in helping, giving only excuses until finally, I gave up in sheer frustration. It's nothing short of a mockery. I am supposed to pass the submit, but since it doesn't work, how can I? Even after sending all of my details - selfie with the ID in hand, bank certificate for my card - what else do they want? I have dialogues as well as emails that I sent with my details, but it still doesn't accept anything I upload.

Γράφτηκα στο καζίνο κατέθεσα κ πήρα ένα ποσό.Πηγα να κάνω επαλήθευση στοιχείων κ η εφαρμογή submit.δεν δουλεύει με τίποτα.Επι 5 ωρες βασανιζομουν κ μετά τόσες μέρες ακόμα προσπαθώ.Μιλησα με το chat εστειλα όλα μου τα στοιχεία email στο support εξήγησα το πρόβλημα κ ξανά όλα τα στοιχεία μου κάνεις δεν ενδιαφέρθηκε μόνο δικαιολογία στην δικαιολογία ώσπου αγανάκτησα κ τα παράτησα.Η απόλυτη κοροϊδία....πρέπει να περάσω το submit. Αφού δεν δουλεύει πως θα το κάνω?Αφού στέλνω όλα μου τα στοιχεία ταυτότητα SELFIE με την ταυτότητα στο χέρι αποδεικτικό.τραπεζας για την κάρτα μου τι άλλο θέλουν?Διαλόγους έχω καθώς κ ΜΑIL που έστειλα με τα στοιχεία μου αλλά δεν μου παίρνει αλλά να ανεβασω

Dear ANEMOS000,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you are not able to upload your documents via your casino account? Or were the documents rejected?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

The documents are uploaded, the submit application is the problem that it doesn't work so that I can upload a selfie.Selfie ID bank proof and selfie

with the identity card in hand, I sent everything via chat k me.mail explaining the problem.

Τα έγγραφα ανεβαίνουν η εφαρμογή submit είναι το πρόβλημα ότι δεν δουλεύει ώστε.να ανεβάσω selfie.Selfie ταυτοτητα αποδεικτικο τραπεζας κ selfie

με την ταυτοτητα στο χερι τους τα εστειλα ολα κ μεσω chat k με.mail εξηγοντας το προβλημα.

Submit

I haven't understood that I have to press the button/extremely shake my head for another 5 hours trying to find a way to make a video after endless screenshots that I sent... Maybe I'm retarded I don't understand the instructions and what about the video, I'm sorry after so much trouble that I didn't look for a second mobile phone to shoot me. I'm unacceptable.......

Δεν εχω καταλαβει οτι πρεπει να πατησω το κουμπι/ εξαιρετικα να κουναω το κεφαλι μου αλλες 5 ωρες να ψαξω να βρω τροπο να κανω κ βιντεο μετα απο απειρα στιγμιοτυπα οθονης που εστειλα...Ισως κ να ειμαι καθυστερημενος δεν αντιλαμβανομαι τις οδηγιες κ οσο για το βιντεο συγνωμη μετα τοση ταλαιπωρια που δεν εψαξα κ δευτερο κινητο να με τραβηξω Ειμαι απαραδεκτος.......

A total of over 10 hours of trouble explaining the same and the same....and 10 hours the answer Ok I got through it with 5 depon that is 1 for every 1 hour I was spinning my head....

Σύνολο πάνω από 10 ωρες ταλαιπωρία να εξηγώ τα ίδια κ τα ίδια....κ 10 ωρες η απάντηση <στιγμιοτυπα οθονης>Οκ το ξεπέρασα με 5 depon δηλαδή 1 για κάθε 1 ώρα που στρυφογυριζα το κεφάλι μου....

Conversation today...I'm waiting for the official mail...which from what I understand will never come, they make the kids make excuses...this with the strong arm I admit I didn't understand

Συνομιλία σημερα...Περιμένω το επίσημο mail...που από ότι αντιλαμβάνομαι δεν θα έρθει ποτέ βάζουν τα παιδάκια να λένε δικαιολογιες....αυτό με το δυνατό μπράτσο ομολογώ δεν το κατάλαβα

Always the same...issue escalation....snapshots....videos k having all my legal documents the relevant department...if there is one....why am I just asking for registration a reply from the relevant department explaining the reasons denial of identification I've noticed that they avoid it....today they suggested that I find someone to help me as if I'm dumb and don't know how to press the button....

Πάντα το ίδιο...κλιμάκωση θέματος....στιγμιοτυπα....βίντεο κ έχοντας κάθε νόμιμο έγγραφο μου το αρμόδιο τμήμα...αν υπάρχει....γιατί μόλις ζητάω εγγραφή απάντηση από το αρμόδιο τμήμα που να εξηγεί τους λόγους άρνησης ταυτοποίησης έχω παρατηρήσει ότι το αποφεύγουν....σήμερα μου πρότειναν να βρω κ κάποιον να με βοηθήσει λες κ είμαι χαζός κ δεν ξέρω να πατησω το κουμπι....

Today's chat....chat updated....work continues on the identification decision....sending 2 emails again last night and receiving all my legal documents again exactly as their page states....what a murder I had made the decision would have been made sooner...

Σημερινή συνομιλία....chat ενημερωμένο....οι εργασίες συνεχίζονται για την αποφαση ταυτοποίησης....ξαναστελνοντας χθες βράδυ 2 mail κ εισυναπτωντας ξανά κάθε νόμιμο έγγραφο μου ακριβώς ότι ορίζει η σελίδα τους....κ φόνο να είχα κάνει πιο γρήγορα θα είχε βγει η απόφαση....

Based on your last email, do I understand correctly that there may be some positive progress soon?

I wonder if this is the behavior of a casino with a high evaluation index and no answer in between

Mail I have sent with all my legal documents

Aναρωτιεμαι αν αυτή είναι συμπεριφορά casino με υψηλό δείκτη αξιολόγησης κ ενδιάμεσα καμμια απάντηση στα

Mail που έχω στείλει με κάθε νόμιμο έγγραφο μου

Good news, I can upload my ID and make a withdrawal.......

Ευχάριστα τα νέα μπορώ να ανεβάσω την ταυτότητα μου κ να κάνω ανάληψη.......

Same person after 1_2 hours. Conclusion .......

Το ίδιο άτομο μετά 1_2 ωρες.Συμπερασμα .......

My new email now attaching my documents again.... of course they will continue the tactic of not answering and no one taking responsibility....

Νέο mail μου τώρα επισυνάπτοντας ξανά τα έγγραφα μου....φυσικά θα εξακολουθησουν την τακτική να μην απαντούν κ κανένας να μην αναλαμβάνει ευθυνη....

Tonight completely by chance the app worked. It came automated don't. to talk to support because authentication failed...my issue is being investigated....they will reply me with instructions...when i mean when....be patient. ..the mails .that I have.

Απόψε εντελώς τυχαία λειτούργησε η εφαρμογή.Ηρθε αυτοματοποιημενο μην.να μιλήσω με την υπστηριξη γιατι η ταυτοποιηση απετυχε...διερευνάται το θέμα μου....θα μου απαντήσουν με οδηγίες...πότε δηλαδή ποτε....να έχω υπομονή...τα mail .που έχω.στειλει ακόμα βρίσκεται στην αρχειοθέτηση...κ τέλος μια αυτοματοποιημενη απάντηση τέλος η συζήτηση.Eπιπλεον μπλοκαρισε κ όλη η σελίδα ταυτοποίησης

I would like to inform you that for these amounts they do not ask for identification other than email and phone identification. I asked for identification myself to be formal....how did I know

Να ενημερώσω ότι για τα ποσά αυτά δεν ζητούν ταυτοποίηση εκτός την ταυτοποίηση email κ τηλεφώνου.Ταυτοποιηση.ζητησα μόνος μου για να είμαι τυπικός....που να.ηξερα

And the suffering has no end

Κ η ταλαιπωρια δεν έχει τελος

After the video I uploaded, which clearly shows that the identification has a problem, today's representative is again polite and after pressing the button for automated response, he closes the chat in my face..... My issue is being examined.....

..

Μετά το βίντεο που ανέβασα κ που φαίνεται καθαρά ότι η ταυτοποίηση έχει πρόβλημα σημερινός εκπρόσωπος πάλι μέσα στην ευγένεια κ αφού πατάει το κουμπι αυτοματοποιημενης απάντησης μου κλείνει το chat στα μούτρα.....Το θέμα μου παντός εξετάζεται.....

..

Chat the day before yesterday I start with Charlie, I upload his video, he understands who I am and immediately turns me into a ball to manu. He is kind and probably new to the job because he is the only one who asked for an evaluation

Chat προχθες ξεκιναω με τον charlie του ανεβαζω το βιντεο καταλαβαινει ποιος ειμαι κ με κανει κατευθειαν μπαλακι στον manu.Ευγενεστατος κ μαλλον νεος στην δουλεια γιατι ειναι ο μοναδικος που ζητησε κ αξιολογηση

The day before yesterday Manu politely said that the matter has been opened today by the representative he closes it in my face. Honestly for laughing and crying together....

Προχθες ο Manu με ευγένεια ότι το θέμα έχει ανοίξει σήμερα ο εκπρόσωπος μου το κλείνει στα μούτρα.Ειλικρινα για γέλια κ κλαμματα μαζί....

Thank you very much, ANEMOS000, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

I, in turn, thank you for the cooperation. As for the resolution, I keep very little basket in this chaos that prevails in this particular casino and the way they treat the player/customer

Κ εγώ με την σειρά μου ευχαριστω για την συνεργασία. Ως προς την επίλυση κρατάω πολύ μικρό καλάθι μέσα σ αυτό το χάος που επικρατεί στο συγκεκριμένα καζινο κ τον τρόπο που μεταχειριζονται τον παίχτη/πελάτη

Hello there,

Thank you ANEMOS000 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask NineCasino for their help in resolving this complaint. We would like to ask what is the issue with the verification process and what can we do to help the player.

Thank you!

....

....

Dear CasinoGuru

We kindly ask for timer extension since our responsible department is still working on the case. We can confirm we are checking the issue and we'll come back with a solution as soon as possible

Thanks in advance

Best regards,

NineCasino Team

I thank the responsible team of Nine Casino for the response, even if it was late.... if the perfectly reasonable thing, since they have all my legal documents, would be for them to respond to a personal email, since the problem has existed since the first moment of my registration.... At least that would show the required respect to their player/customer since they never forced my identification when I wasn't entitled to it. Instead I sent problem video documents and waited for a response which never came....my problem didn't it's the money as much as the indifference and insults I received from the representatives via chat

Thank you!!!!!

Ευχαριστώ την υπεύθυνη ομάδα του Nine Kazino για την ανταπόκριση έστω κ καθυστερημένα....αν κ το απόλυτα λογικό αφού έχουν κάθε νόμιμο έγγραφο μου θα ήταν να απαντησουν σε προσωπικό email αφού το πρόβλημα υπάρχει από την πρώτη στιγμή της εγγραφής μου....Τουλάχιστον αυτό θα έδειχνε τον απαιτούμενο σεβασμό στον παιχτη/ πελάτη τους αφού ποτέ δεν επέβαλαν την ταυτοποίηση μου στην περίπτωση που δεν το δικαιούμαι.Αντιθετα εστειλα έγγραφα βίντεο προβλήματος κ περίμενα να πάρω μια απάντηση η οποία δεν ήρθε ποτέ....το πρόβλημα μου δεν είναι τα χρήματα όσο η αδιαφορία κ οι προσβολές που δέχτηκα από τους εκπροσώπους μέσω chat

Eυχαριστω!!!!!

If I compare the response time of Nine casino with my post, the times coincide, we probably wrote together...4 hours ago, both of us...coincidence??? Did the kind representative I spoke to pay attention?? ?

Αν συγκρίνω την ώρα απάντησης του Nine casino με την δημοσίευση την δική μου συμπίπτουν οι χρόνοι μάλλον μαζί γράφαμε...πριν 4 ωρες κ οι δύο...τυχαίο???H μήπως ο ευγενεστατος εκπρόσωπος που μίλησα έδωσε την σημασία που πρέπει???

The casino asked me by email yesterday to upload my debit card to the application, which I did and I have sent you the email and the chat dialogue...

So waiting...

Το καζίνο χθες με email μου ζήτησε να ανεβάσω την χρεωστική κάρτα μου στην εφαρμογή το οποίο κ έκανα κ σας έχω στείλει κ το mail k τον διάλογο στο chat...

Σε αναμονή λοιπόν....

Dear ANEMOS000

We kindly ask you to additionally upload ID and bank statement to proceed with verification

Thanks in advance

Best regards,

NineCasino Team

Dear peter.c@casino.guru I have informed you by email.....I closed my account and thank you for hosting my issue....and I wish they had informed me from the beginning because I didn't even know this was the case....

.

Αγαπητέ peter.c@casino.guru σας έχω ενημερώσει με email.....έκλεισα τον λογαριασμό μου κ σας ευχαριστώ που φιλοξενήσετε το θέμα μου....κ μακάρι να με είχαν ενημερώσει από την αρχη γιατί ούτε καν ήξερα ότι ισχύει αυτό....

.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear ANEMOS000,

We kindly ask you to proceed with verification by uploading ID and bank statement

Thanks in advance

Best regards,

NineCasino Team

My account has been deactivated for some time so I have emailed the documents you requested to support@ninecasino.com

I just don't understand the meaning of your reply since your representative informed me that I am not entitled to the money...Exactly the same thing happens in my personal email....Maybe it's a matter of organization and besides the convenience of it I press an automated message

Ο λογαριασμός μου είναι απενεργοποιημενος αρκετό καιρό οπότε τα έγγραφα που ζητήσατε τα έστειλα με email στο support@ninecasino.com

Απλά δεν καταλαβαίνω το νόημα της απάντησης σας από την στιγμή που εκπρόσωπος σας με ενημέρωσε ότι δεν δικαιούμαι τα χρήματα...Ακριβώς το ίδιο συμβαίνει κ στο προσωπικό μου email....Ίσως είναι θέμα οργάνωσης κ επιπλέον η ευκολία του πατάω ένα αυτοματοποιημενο μυνημα

My account has been reopened....I have uploaded bank documents....I can't ID because of the technical error of the page

I am left with the question if they are not entitled to the money shouldn't the account have been closed completely???

Ο λογαριασμός μου άνοιξε ξανά....ανέβασα τραπεζικά έγγραφα....ταυτότητα δεν μπορώ λόγω του τεχνικού σφάλματος της σελίδας

Παραμένω με την απορία αν δεν δικαιουμουν τα χρήματα ο λογαριασμός δεν θα έπρεπε να είχε κλείσει εντελώς???

Hi, dear ANEMOS000,

Thank you for sending us the documents. But since you haven't completed your identity verification yet, we can't verify your account.

The system shows that you managed to upload your ID some time ago, but it is also mandatory to take a selfie, while you instead uploaded the photo from the identity document.

Please kindly use the Google Chrome browser, log in to your game account and pass the verification by uploading the document photos and selfie.

Best regards,

NineCasino Team.

I would like an update from the casino on when my bank statements will be approved.... Because I was in a hurry and because I thought that the issue would not be resolved anytime, I am not sure if I uploaded them correctly ....My profession (seafarer) forces me to be outside of Greece in South Africa and the internet signal is very bad especially when the ship is in the ocean... identity and selfie has been restored....Due to a bad internet signal I would not like to proce8ed now and in this case I would also like an update from the casino on how much time I have so that I can complete my verification and close the issue. casino guru's page that hosted my topic sorry for any mistakes because I'm writing in translation

Dear ANEMOS000,

we have already sent your bank statement to our responsible department to be checked, but we didn't receive your ID verification, including selfie. Unfortunately, without automatic verification you will not be able to complete your verification process.

Please, upload your ID document and selfie in the Verification-Proof of Identity section.

Best regards,

NineCasino Team.

Dear Nine casino I know what verification requires

My question is how much time do I have to upload an identity card and selfie

At the moment I have a very weak internet signal. I don't mind making a withdrawal. I want you to tell me the time period set by the casino for the completion of identification

Αγαπητό Nine casino γνωρίζω τι απαιτεί η επαλήθευση

Η ερώτηση μου είναι ποσό χρονικό διάστημα έχω περιθώριο να ανεβάσω ταυτότητα κ selfie

Αυτή την στιγμή έχω πολύ ασθενές σήμα internet.Δεν με απασχολεί να κάνω ανάληψη.Το χρονικό διάστημα που ορίζει το καζίνο για την ολοκλήρωση ταυτοποίησης θέλω να μου πειτε

Dear ANEMOS000,

We don't have precise deadlines, take your time and upload the document when you can.

If you have any difficulties you can contact us via email support@ninecasino.com and put "TrustPilot" in the subject, we will be happy to help you.

You should pass the automatic identity verification, uploading photos according to the instructions.

Best regards,

NineCasino Team.

I have a terrible internet signal. The automatic verification since the application is now working I will do it as soon as I can.

Please casino guru leave the matter open as to the identification of my bank documents. Thanks

Έχω άθλιο σήμα internet.Την αυτόματη επαλήθευση αφού πλέον λειτουργεί η εφαρμογή μόλις μπορέσω θα το κάνω.

Παρακαλώ το casino guru να αφήσει ανοιχτό το θέμα ως την ταυτοποίηση των τραπεζικών μου εγγράφων.Ευχαριστω

Dear ANEMOS000,

Thank you for providing us the documents, but your ID card with selfie is the document that needs to be checked before the additional ones.

We are still waiting for your ID verification. After this we will proceed to verify other documents.

Best regards,

NineCasino Team.

Here I would like the advice of the casino guru because I am very afraid that by closing the matter we will start the same vicious circle....I have very bad internet, we do not deny the selfie, I am just very afraid that something will be found in the documents later. I do not ask to be fully verified

THANKS

Εδώ θα ήθελα την συμβουλή του casino guru γιατί πολύ φοβάμαι ότι κλείνοντας το θέμα θα ξεκινήσουμε τον ίδιο φαύλο κύκλο....Έχω πολύ κακό ίντερνετ δεν αρνουμε την selfie απλά πολύ φοβάμαι ότι μετά κάτι θα βρεθεί στα έγγραφα.Δεν ζητάω να επαληθευτω πλήρως

ΕΥΧΑΡΙΣΤΩ

Dear ANEMOS000, please understand that KYC is a very important and essential process. 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 licensed casinos takes KYC lightly and may request additional documents for verification as in this case. I kindly ask you to cooperate with the casino so the matter can be resolved. Thank you in advance!

Thanks casino guru

I think the issue was resolved with Nine casino's response to your page and the answers it gave

It closes the topic

Ευχαριστώ το casino guru

Το θέμα θεωρώ πως λυθηκε με την ανταπόκριση του Nine casino στην σελίδα σας κ τις απαντήσεις που έδωσε

Κλείνει το θεμα

Dear ANEMOS000,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter

We have received a request for a new complaint about this topic from the player. As this is the same issue we are reopening this complaint and sharing the player's message:

Good Evening,

I had submitted a request with code 94286... which I had left open concerning NINE CASINO.

Ends up after I closed the matter with you, while my account was still functional I went in and played while my signal was improving. Now that my internet signal is excellent, and I attempted to authenticate my account, I found my account has been closed. Apparently, they used the justification that I had submitted a request on 2nd of February. Yes, I had made a request, but later my account was activated again and through your site, the casino asked me to undergo authentication... Code 94286

Dear Nine Casino team, can you let us know why the player's account was blocked? Thank you!

Hello, dear ANEMOS000 .

Thank you for contacting us regarding your issue. We have examined your case in detail once again and have decided to close your gaming account due to the violation of our terms and conditions.

According to a rule described in paragraph 7.4 we can request your documents for identity confirmation. In the verification it is specified that you must provide the original documents and take a selfie of yourself, however another person is present in the photos sent. According to rule 7.5 of our site your gaming account has been closed and your winnings are confiscated :"It's the responsibility of the player to ensure that all documents as a part of the KY process are genuine. Faked or fraudulent documents provided may result in a confiscation of deposits and potential winnings of the player".

Best regards,

NineCasino Team.