Payment not being processed, provider cannot help

Upon trying to do a withdrawal two days ago, it said 'payment error' and continued saying that.

EFT option is available to use, but it still shows an error.

The casino had no problem taking my deposits, but now I can't withdraw.

The issue was reported, and they keep saying they will sort it out, but don't.

The problem has been persisting, and the casino doesn't seem to fix it at all

I got a 1799€ win with Nine Casino back in March and for the life of me cannot get it from them.

I carried out a live selfie, uploaded passport, proof of 2 accounts for deposit and withdrawal, proof of address, proof i have a salary income, over 3 months payslips with statements showing my income received, wealth questionaire completion, lifetime transactions from the account i used to deposit 270€ and each time i get the below email fired at me.

I told the Casino numerous times that I opened the account on the 13th March, which is outlined on my statement.

"The source of wealth must show the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)."

Hello,

I have requested a report with the deposits and withdrawals from my account because I don´t have access, and since February,y they haven´t sent me this report.

I have sent a lot of emails, and many times I have been contacted by chat, and always the same: wait, wait and wait

Please, send me this information.

Kind regards,

Complaint:

I deposited funds into NineCasino exclusively via USDT from a non-custodial cold wallet. I never used bank cards or bank transfers — all activity has been in crypto only.

Despite this, I fully cooperated and submitted:

Government-issued ID

Proof of address

The full USDT transaction hash

A personal bank statement showing over €150,000 in fiat

Even though I never used the banking system for deposits, I provided the statement in good faith to show proof of legitimate funds.

Now, support is demanding documents that are not applicable to crypto transactions — such as sender/recipient names and IBAN — and, even more concerning, they are asking me to prove ownership of a private company and to submit documentation regarding that company’s revenue.

This is a disproportionate and unjustified escalation of the verification process, especially since:

I’m withdrawing via the same method I used to deposit (USDT)

I already provided proof of personal solvency

My personal crypto activity should not require disclosure of corporate information, especially when no company was involved in the transaction

I request that my USDT withdrawal be processed without further delay. If this is not resolved soon, I will escalate the issue to:

Curaçao eGaming

Crypto and gambling forums

Data protection authorities (due to excessive and irrelevant personal information requests)

I will attach screenshots and proof of everything submitted.

Thank you.

I can't withdraw from ninecasino.

They keep telling me that there is a technical issue and they are working on it. I waited 7 days and still nothing, I message them two times per day on live chat, I try to withdraw every single day and they continue rejecting. They are not helpful and the customer service keeps telling that the case is escalated and I have to wait email, which is not true, because I did receive an email which was the same things that they are telling me on live chat. I'm worried about my all personal information I gave to them, can please someone help me?

I just want to withdraw my money from the account.

Hello everyone,

I am a girl and my name is < removed >. I joined the casino on February 5th. I made a lot of bets. I won 283.66 euros. I made the deposit using a cryptocurrency wallet (USDT trc20). On February 17th, I successfully passed verification through the casino website. I made a few more bets. After that, I ordered a withdrawal, but it was rejected. The casino asked for additional documents. I sent a selfie with my passport, proof of address and deposit. All documents were approved. On February 20th, I ordered a withdrawal again. But after a while, it was rejected again. The casino asked to send a deposit confirmation again. I took detailed screenshots against the open casino website. Here you can see the deposit amount, my wallet and the casino wallet. There is also a transaction hash. I also wrote a letter to support, in which I indicated that I have a non-custodial cryptocurrency wallet Trust Wallet. It does not indicate personal data. There are only 12 secret words. I received a notification by email that the screenshot was rejected and I need to send a confirmation, where all the deposit details are visible (amount, date and time, recipient and sender wallets). I have already done this many times. My cashout was rejected 6 times. I sent all the requested documents. The last time the casino asked for a screenshot of the transaction hash. I sent it, but in response received a letter that we did not ask for this screenshot and it was rejected. Accordingly, the withdrawal was also rejected for the sixth time. They cannot help in the chat. I am attaching all the screenshots of the correspondence and the support response. I will say right away that I sent all the requested documents by email, through the chat and through the personal account many times so that they would definitely reach the casino team. In the end, they ask for a document, then say that they did not ask for it. Naturally, they are dragging out time and do not want to pay.

Thank you for your attention

They are incredibly disrespectful towards their customers.

I deposited with Mifinity. So far, so good. When I have played for a while and wanted to withdraw again, they have REMOVED Mifinity from withdrawal options. Only one left for me (since it's illegal for Norwegian banks to accept foreign gambling transactions), is cryptocurrency.

They rejected my crypto withdrawal, so then I started the path with the nightmarish customer support of hell.

I have written 20 emails now, telling them that THERE ARE NO OPTIONS OPTIONS.

They keep responding asking me to select another withdrawal option.

I tell them THERE ARE NO OTHER OPTIONS.

This keeps going non-stop. I tell them the problem. They ignore me. They don't even spend two seconds trying to read what I write.

Instead, they copy-paste the same answer, completely disregarding my problem and my concerns.

They could solve this very easily by adding Mifinity as a withdrawal option, or accepting my crypto withdrawal. But no, they want to make life as hard as possible.

They are either very unintelligent or incredibly disrespectful towards their customers.

I have never been treated this awful by any other casino.

I have been waiting 4 days for my Skrill deposit to arrive. (Still waiting)

I am a new customer, making his first deposit, giving them all the necessary information, but after 4 days and very vague responses "we are working on it" the deposit has still not arrived.

At this point I wish to just cancel the deposit, because I do not want to give them a single penny of my money, but of course according to them "cancelling is not possible" and "deposit has to be wagered 3 times" instead of one.

In my 12+ years of online gambling, this is the worst experience I have had and I do not recommend this casino even to my worst enemies.