Nine Casino - Spelarens kontoverifiering är försenad.

I have unsuccessfully tried to verify my account at least 20 times now. I've sent in my account statements 5 times, but they've been rejected every time. When I ask for help, they always send the same email, telling me to provide proof of my account ending in xxxx, which I've done 4 times. They keep rejecting my ID verification, saying I need to show the front side of my ID (which I have done at least 10 times).

What can I do!?!

har uden held prøvet at verificere min konto mindst 20 gange nu. Har sendt kontoudtog ind 5 gange, men er blevet afvist hver gang. Når jeg spørger om hjælp sender de altid bare den samme mail hvor de skriver jeg skal sende bevis på min konto der slutter med xxxx, hvilket jeg har gjordt 4 gange. De bliver ved med at afvise min ID verifikation, hvor de siger jeg skal vise front siden af mit ID(hvilket jeg også har gjordt mindst 10 gange).

hvad kan jeg gøre!?!

Hello troypeasnall,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NineCasino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

First tried to verify me 3 days ago, but the only thing that has been approved is "proof of payment". It took them several hours to accept it, but no more than a few seconds to reject my proof of ID. Last spoke to them yesterday, but it was just one of those emails they kept sending that got no response.

so the documents that are approved are "proof of payment", but the ones that are rejected are my ID and a picture of my bank statement

Prøvede først at verificere mig for 3 dage siden, men det eneste der er blevet godkendt er "proof of payment". Det tog dem flere timer at acceptere det, men ikke mere end et par sekunder at afvise min dokumentation af id. Talte sidst med dem i går, men det var bare en af de der mails de blev ved med at sende, som intet svar gav.

så de dokumenter der er godkendt er "proof of payment", men dem der er afvist er mit id og billede af mit bank statement

Now they closed my account, because i used one from my family’s card, issued to them but I am the power of attorney on their card?

Hello Troypeasnall,

Could you please confirm whose card was used for the transaction? Unfortunately, using a third-party payment method is strictly prohibited. The casino reserves the right to confiscate your balance and close your account if this policy is violated.

Please be aware that only your own payment methods and funds may be used for deposits and withdrawals at any online casino.

Regards,

Nick

The person's Card that was used is the one who owns the account

Personens Kort der blev brugt er den der ejer kontoen

Hello Troypeasnall,

As mentioned, third-party payment methods cannot be used for deposits or withdrawals. You can only deposit and withdraw using your own account and balance.

The owner of the payment method might try to request a deposit refund from the casino, but beyond that, there’s unfortunately nothing further that can be done. The casino has the right to confiscate any balance on the account and permanently block it.

Is there anything else we can assist you with?

Best regards,

Nick

it's not a third-party deposit either, as I've used the same card as the owner of the account, i.e. me, something just went wrong when I had to verify myself, and got some passport photos, mixed together, if they could open my account again so I can do it properly, would that be possible?

det er heller ikke tredjeparts-indbetaling, da jeg har brugt samme kort, som ejeren af kontoen, altså mig, der er bare gået noget galt, da jeg skulle verificere mig selv, og har fået nogle pasbilleder, mixet sammen, hvis de kunne åbne min konto igen, så jeg kan gøre det ordentligt, kunne det så være muligt?

Hello Troypeasnall,

Creating a new account would only complicate matters further, as it is strictly prohibited. Unfortunately, there is nothing more that can be done, as the casino is within its rights to block your account.

Please remember that each account must belong to and be used by a single individual, and any deposit or payment method must be in the account holder's name.

I'm sorry we couldn't assist you further in this case, as you have breached the casino's terms. However, feel free to reach out to us if you ever encounter issues with any other online casinos in the future.

Kind regards,

Nick