K9Win Casino - Обліковий запис гравця заблоковано.

I think it’s a scam website. They wouldn’t approve withdraw when you win a bigger amount. They tried to delay and give me bull crap.

I took screen recording for my account info before they blocked my account.

Any suggestions?

Hello Juliet,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you accumulated your winnings with or without an active bonus? Did the casino mention the reason for closing your account?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much for your email, Juliet. Please understand that verification calls or providing a short video of yourself is quite common and casinos can ask for such a way of verification. I am afraid that if you fail to cooperate with the casino, we won't be able to support you further. Thank you for understanding.

Hi,

I’m impressed with the response you managed to get from K9!

1. I didn’t know it’s common to verify twice. I have provided a picture with me holding my passport upon the first withdraw, I thought the verification was done.
2. I was having doubts with K9’s changing story as I applied for the withdrawal around 3pm, they rejected, at first they told me bank maintenance, then changed to withdraw system maintenance. So when he called around 10pm, I decided it’s not worth the effect to get dressed and pick up a video call from a stranger. But I did accept the audio call.

I’m more than willing to cooperate if a video call/video is what I need to do to get my money back!

Thank you so much!

Great! Please, keep us updated and let us know how it went, so we can proceed with this complaint accordingly. Thank you in advance.

Hi,

Nobody has contacted me from K9win via email, Telegram or phone so far.

1. What kind of proof / verification video should I produce please?

2. To whom should I submit it?

Thank you.

Juliet

Juliet, in order to receive this information you need to contact the casino. The casino's support is the most qualified to answer all your questions, as they have access to information about your account and can tell you exactly what is required. Thank you for understanding.

Hi,

1. K9win gave me the following excuses to reject my withdrawal (in 8 hours): bank maintenance - withdraw system maintenance - WM Gaming held my funds - other swinging excuses;
2. I have asked how I could verify my ID on the day of dispute, they replied "no need, you change too much";
3. I have contacted them again today, they have seen the message, came on and off line multiple times. It’s been over 4 hours, they have not answered my question about verification video yet.

Thank you.

Thank you very much Juliet for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello Juliet,

I have reviewed your case and will now contact the casino to see if I can help.

We would like to invite K9Win Casino to join the conversation and to aid in the resolution of this complaint.

K9Win Casino, could you please advise on how the player should proceed in order to be able to make their withdrawal?

We would like to ask K9Win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Juliet,

Can I ask you if there has been any progress with your withdrawal?

Kind regards,

Adam

Dear Juliet,

Please provide us with an update on the situation regarding your verification .

If we do not hear from you within the set timeframe the complaint will be rejected.

Kind regards,

Adam

Dear Juliet,

As we have had no further response from you, we are unable to continue investigating this case and the complaint will now be rejected. It can be reopened at any time.

Kind regards,

Adam

This complaint has been reopened as requested by the player.

Dear Juliet,

I am sorry to hear you are still experiencing problems.

I will try to contact the casino once more. In the meantime, I would just like to clarify that video verification will usually entail the casino contacting you via some method of video chat and asking you some questions, you do not need to submit any sort of video yourself.

Dear K9win Casino,

Please respond to this complaint and explain how the player can proceed with their verification/withdrawal.

We would like to ask K9Win casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Adam,

Thank you for your clarification. I have submitted a picture of me holding my passport when I first registered, I thought the video was something alike. I’m fine with video chat and questions.

Thank you again.

Juliet

Dear Juliet,

I have tried to contact the casino repeatedly but there has been no response. We were unable to verify any valid license for the casino and it doesn't refer to any ADR service, so I’m afraid there is nothing that can be achieved without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.

I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could be of more help.

Best regards,

Adam