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Good afternoon, what happened is the following: when I attempted to make a withdrawal, I saw that account verification was needed, so I proceeded to verify my account. I passed the first phase of the KYC without any issues. Then, when requesting information on which documents were required to verify the second part, I successfully sent all the requested documents. However, they were rejected when I tried to contact the chat again. Upon playing again, I noticed that the account status said "account suspended" without any reason given. When trying to get in touch via email, there was no response nor explanation for the suspension. I informed them that I am willing to send any necessary documents, but received no reply. What concerns me most is withdrawing my money, as I consider the customer service to be very poor. Attached is a screenshot of the last thing they told me in the chat, after which my account was suspended.

Buenas tardes lo que pasa es lo siguiente yo al intentar hacer un retiro vi que se necesitaba verificacion de la cuenta por lo que procedi a verificar, la primera fase la pase sin problemas del KYC luego al solicitar informes de que documentos necesitaba para verificar la segunda parte logre enviar todos mis documentos solicitados, los cuales me rechazaron al momento de intentar ponerme en contacto con el chat y al jugar de nuvo veo que la cuenta dice, cuenta suspendida sin ningun motivo, y al intentar ponerme en contacto via e-mail no contestan ni dan motivos de la suspension ya les envie que yo estoy dispuesto a enviar mis documentos necesarios y nada, a mi lo que me interesa es retirar mi dinero ya que se me hace una pesima atencion al cliente, adjunto foto de lo ultimo que me dijeron el el chat y despues de eso me sale cuenta suspendida

Dear fernandobrice,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you received any explanation from the casino for why your documents were rejected? Could you please specify which of your documents have been rejected during the KYC procedure?

Is your account suspended only temporarily, until you provide suitable documents for verification, or has it been closed permanently?

When exactly was your account suspended?

When was the last time you communicated with customer support and what was it about?

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

Good afternoon, I have not received information as to why they are rejecting my documents and just as they do not specify what they need, I send them an email and they do not respond.

The last thing they sent me was today on 07-11-24 telling me that my account was suspended until it is verified but they still do not approve my documents, I upload them to the page and it rejects them and I already told them if they can check them via email what they need and I don't receive a response.

The account was suspended the day I asked about the chat where the documents were uploaded, that was the last time I communicated, and via email but they only send me generic messages, they do not respond to what I need.

The day the account was suspended was 07-09-24, I attach images of the last email they sent me as well as the last time I spoke with a chat advisor and they suspended me, which from what I understand now is only a matter of verifying me so that the account can be reopened but they do not support verification.

Thank you very much in advance.

Buenas tardes, no e recibido información de porque estan rechazando mis documenos y al igual que no me especifican que necesitan, les envío correo y no contestan.

lo ultimo que me mandaron fue el dia de hoy el 11-07-24 diciendome que mi cuenta fue suspendida hasta que quede verificada pero lo mismo no me aprueban mis documentos los subo a la pagina y los rechaza y ya les dije si los pueden checar via correoo que necesitan y nada no recibo respuesta.

La cuenta fue suspendida el dia que pregunte por el chat donde se subian los documentos esa fue la ultima vez que me comunique, yvia correo pero solo me mandan mensajes genericos no me responden a lo que necesito.

El dia que se suspendio la cuenta fue el 09-07-24, adjunto imagenes del ultimo correo que me enviaron asi como la ultima vez que hable con un asesor del chat y me susendieron, que por lo que entiendo ahora solo es cuestion de verificarme para que se pueda reabrir la cuenta pero pues no apoyan con la verificación.

muchas gracias de antemano.

I still have not been able to verify my account even though I have sent the documents.

I would appreciate it if you could help me

todavia no e podido verificar mi cuenta aun enviando los documentos.

les agradeceria si me pudieran ayudar

Thank you very much, fernandobrice, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) 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.

Dear fernandobrice, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite NineCasino representative to join this conversation. 

Dear NineCasino, could you please provide more information about this case? 

Looking forward to your reply.

Hello, dear all!

Dear fernandobrice, thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.

We are pleased to inform you that the verification process was completed, and your withdrawals were successfully processed on our end.

If you have any other question, feel free to reach out to us.

Best regards,

NineCasino Team.

Thank you for the fast response, NineCasino. 

fernandobrice, could you please advise if you have received the payment?

Dear fernandobrice,

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.

Dear all,

Unfortunately, we’re forced to reject this case because fernandobrice has stopped responding to our messages and questions. Without fernandobrice cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.