Agent Spins Casino - Player’s having difficulties verifying her account.

I made a withdrawal sent across all the relevant documents for verification, including phone verification, I have received nothing via

email about the current status of my withdrawal. I have gone onto live chat for an update at least twice a day and told it pending, it’s under review, please wait be patient etc, wait for an email. I’m just uneasy after reading so many negative reviews about this casino that they are stalling my withdrawal. Any help would be very gratefully received.

Dear Dannitilly,

Thank you very much for submitting your complaint. I’m very 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. If all the data is correct, there should be no reason for the casino to delay or cancel your withdrawal.

Could you please advise, when exactly have you submitted all your documents?

Looking forward to hearing from you.

Best regards,

Kristina

Thank you for your prompt reply Kristina. I had previously submitted all my paperwork December 2020 and was told my account was verified (as I like to have my account verified promptly upon opening an account incase of a withdrawal that way saves any hold ups).

any how I put in for a withdrawal on 22/02/2021 was asked for documents again sent this all across.

My issue is I have received confirmation from live chat that my account is fully verified, but they appear to contradict themselves with the process one states my withdrawal is pending the other states it’s being processed, all you are ever told is you have to wait for an email, which is fine but the site doesn’t email any form of update.

ive dealt with quite a few online casinos and am aware of the verification process and the time these can take, but something doesn’t feel right here they seem very evasive about what is happening I’ve downloaded all my live chats, I just feel a months time I’ll be in the same situation.

kind regards

Thank you very much Dannitilly for your reply. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Agent Spins Casino to join us and help us resolve the player's issue.

Ok so we are now on day 9 from the date of the request to withdraw. I received a email yesterday to say my withdrawal was approved, no details of when it will be paid other than now it will be processed, but if you would like any more help or information please contact live chat, which I did and spoke to 3 member of staff so far by far the worse is Harry who shouldn’t even bother answering the chat log log as you are very bluntly told you will receive it soon! The rest of the members of staff are questionable however I have found Jack the most helpful. Here is my most recent chat log.

Please wait for a site operator to respond...

Operator Sebastian has joined the chat.

Hi there, how may I help you?

14:12

Hello 

14:13

Hi Sebastian I am looking to find out where my withdrawal is and a time scale to how long it will be before I receive it. I would like it noted I have contacted Casino Guru for there help in this matter.

username: ********

14:13

May I have your email address please?

14:14

************@hotmail.co.uk

14:15

I see that your withdraw is already approved and in the list of payout 

14:15

it should be paid shortly 

14:16

But all I’m ever told is soon is that today? Tomorrow next week is there no time scale with your withdrawal processes?

14:17

I see that you have sent an complain also and they are doing their best to process asap.

chat ended.

Again very evasive no real information just same old you will receive it soon. For a small casino they seem to have no order or processing time scales to pass back to the client/ customer to reassure them.

so we shall again wait and see.

kind regards

Dannitilly

Thank you casino guru payment now received

Hello All,

Thank you for your confrimation, Daniella.

As the player received the funds, we mark this case as closed.

Dear Dannitilly,

Thank you for letting us know that your money arrived. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help. The complaint will now be closed as resolved.

Best regards,

Nick

Casino.guru