NineCasino - El jugador tiene dificultades para completar la verificación de la cuenta.

Good morning I won 2500 euros before I could withdraw now that the amount is high they don't let me withdraw they ask me for many documents but they are not looking at them I want them to solve this problem yesterday with my nerves I gambled 500 euros I stopped enough i want my money what can i do i have to go to a lawyer

Buon giorno ho fatto una vincita di 2500 euro prima potevo prelevare adesso che la cifra è alta non mi fanno prelevare mi chiedono tanti documenti ma non li stanno guardando voglio che mi risolvono questo proplema ieri con il nervoso mi sono giocato 500 euro mi sono fermato basta voglio i miei soldi come posso fare devo andare da un legale

Dear Giuseppe1976, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Veronika

Dear Giuseppe1976,

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.