NineCasino - El retiro del jugador se retrasó debido a un problema de verificación.

Hi, I won some money on 15.06 and wanted to withdraw it, but for the third time, I had to verify myself even though I was already verified. When I tried to upload the documents, there was an error, and I couldn't upload anything. When I contacted support, there was no response. They haven't answered my emails for three days, and in the online chat, they keep saying the same thing: that they will take care of it, etc.

I am attaching screenshots of the error and a screenshot proving that I was verified.

Hi, ich hab am 15.06 Geld gewonnen , wollte es auszahlen dann musste ich zum 3 mal mich wieder verifizieren obwohl ich verifiziert bereits war , so dann wollte ich Dokumenten hochladen , da ist ein Fehler und kann nichts hochladen , wenn man sich bei den meldet kommt da nichts bei rum , die Antworten auf email schon seit 3 Tagen nicht mehr und im online Chat behaupten die immer dasselbe das sie sich kümmern werden und etc.

Ich lade ihn Screenshots von dem Fehler und einmal Screenshot das ich verifiziert wurde

Dear MM99,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with verifying your account and withdrawing your winnings.

To help us understand the situation better and assist you effectively, could you please provide us with the following additional details?

• Have you tried uploading the documents using different devices or browsers? If so, did you encounter the same issue?
• Could you provide more information on the previous verifications you completed? For example, what documents did you submit, and when were they verified?
• What was the response from the online chat support regarding the timeframe for resolving your issue?

Additionally, please forward any relevant communication or documentation to petronela.k@casino.guru.

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,

Petronela

Hi, I tried uploading it from another device and also tried other internet browsers but it still didn't work. The online support didn't help at all. I explained the problem to them and they "made a note" of it and then simply didn't get back to me. When I contact support they always say I should try using Google Chrome or another phone etc.

I was supposed to upload my credit cards, the strange thing was I was in support and was connected to an employee called Liam, I explained the problem to him and he then told me to just upload the things in the chat, which I did, but the things never got to the right department

Hi, ich habe probiert von anderen Gerät es hochzuladen so wie auch andere Internet Browser ausprobiert trotzdem hat es nicht geklappt, der online Support hat überhaupt nichts gebracht ich hab den das Problem erklärt die haben sich das „notiert" und dann sich einfach nicht gemeldet und wenn man sich bei dem Support meldet heißt es immer ich soll über Google chrome probieren oder anderes Handy usw.

ich sollte ja meine Kreditkarten hochladen , das komische war ich war im Support und wurde mit einem Mitarbeiter namens Liam verbunden den habe ich das Problem erläutert und der meinte dann zu mir ich soll die Sachen einfach im Chat hochladen was ich auch getan habe , nur die Sachen sind nie an der richtige Abteilung angekommen

Hi MM99,

• Could you provide more details on the previous verifications you completed? Specifically, what documents did you submit, and when were they verified?

Thank you.

Dear MM99,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.