BitSpinCasino - Player is struggling with account verification.

Hi

I made an account with this casino took their first deposit bonus and won a nice sum of $1863 and made a withdraw of the whole sum.

Uploaded the documents they asked for.

Got an email saying 1000 is max withdraw per transaction and I made a withdraw of $1000 and got the cash the next day.

When I made a withdraw for the last 863 they first blocked my account and I contacted them by email and asked why and they informed me that they need me to upload a selfie with ID.

I upload what they ask for and they come back to me saying **** need to be visible, I ask for an example and they show me and i upload.

Now they come back to me saying it have to be ****, I upload, then they say have to upload another one with new insctructions and I upload.

Now finally it was to much for me after uploaded 5-10 different selfies and they always ask for new one with other instructions.

This last time they ask me for the same selfie but ****, seriously what kind of behavier is this?

After sending 5-10 different selfies and they just keep on changing to another selfie instruction i give up and come here instead.

So casinoguru is this normal behavier? please help me with this

Dear tomicaprile97,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BitSpinCasino.

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.

However, the situation you are describing seems a little extraordinary.

Could you please forward your communication (emails, chat transcripts) between you and the casino to my email address at tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

ok I will forward the emails from the casino to your email

Yeah I totally understand kyc is important but this is just crazy, as you will see in the forwarded emails plenty of the selfies I have sent is totally what they ask for and every time I fill their requirements they just change and ask me to do something totally different.

I havnt heard anything for 5 days whats going on?

Thanks for your patience, tomicaprile97, and for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi tomicaprile97,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear BitSpinCasino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please explain why have you been asking for so many selfies of the player with his ID? Are there any problems with the quality of the photographs? Is this the only document that must be submitted for you to finish the KYC?

If you would like to share any supporting evidence, please don't hesitate to send it to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

Yeah I mean I have no problem uploading the selfies but when they always ask for something new everytime I fulfill their requirements, honestly feel like they just stalling and trolling me.

Hi Natalia,

Thank you for raising this to us.

The issue was escalated internally and we will get back to you when we have any updates from the responsible department. Please note that KYC is crucial for player security and it involves procedures that we can not disclose publicly. We will try out best to clarify the case and reach a swift resolution.

Kind regards,

BitSpinCasino

Dear BitSpinCasino, thank you for the reply. I will set the timer for you for another 7 days and am looking forward to hearing about any updates in this timeframe.

Best regards,

Natalia

Yeah can I get some instructions on what to do? I want this resolved and over with, im tired of these stalling tactics

Hi,

Player verification is a very important process for us and for the security of all our players. This verification involves different steps, that need to be complete in full, with no exceptions. This is a standard procedure.

As described, we can see that the player upload several selfies, however these were not accordingly with the instructions and, being this a mandatory requirement, we had no other option than to insist to be sent an appropriate photo. On the 8th May the player was contacted by the responsible team, who requested additional details. We have never received a response to this request.

In order to complete the account verification, we kindly ask the player to comply with the account verification process and respond to the latest contact from our team, dated from the 8th May.

Kind regards,

BitSpinCasino

Dear BitSpinCasino, thank you for the reply.

Dear tomicaprile97, would you please specify if you received an email from the casino dated on 8th of May? If you haven't checked it before, please try to find this email and provide the casino with the required details. And please, let us know if you need any assistance from us to clarify the new requirements. The timer will be set for 7 days.

I'm looking forward to getting updates from you.

Regards,

Natalia

Yeah I have uploaded the selfie now, lets see what they say now

Ok so just like I knew before uploading the selfie they didnt accept it, they just choose to answer to the email by asking for exactly the same thing...

Its without any doubt that its me in the selfie and I have sent 5-10 different selfies with different IDs.

This is why i contacted Casinoguru in the first place since they are just stalling the process.

Asking me to Use **** with a message and date, the **** have to be in picture, I have to ****... redicules and also all the info on my ID have to be visible in the selfie...

They give me tasks that are pretty much impossible just to stall the process.

Honestly CasinoGuru is this really fair KYC treatment?

Hi,

We have not received any new document from the player. As previously explained, on the 8th May we have informed the player that the request had been transferred to the relevant department. On the same date, that team contacted the player asking for a new photo, that was never received.

Please note that, in order to complete the account verification, the casino can request documents and a video-verification procedure. We kindly ask the player to comply with the verification process and provide the necessary documents, so we can proceed with the case.

Kind regards,

BitSpinCasino

Dear tomicaprile97, could you please resend me your reply to the casino's request on 8th May since the casino claims they haven't received anything from you? Feel free to send it to natalia.b@casino.guru.

I sent 3 selfies 3 days ago and directly got an email about the same answer from you bitspincasino so stop lying.

I have sent you the email conversation now Natalia.

Did you get the emails Natalia?

Dear tomicaprile97, unfortunately, I haven't received anything from you. I'll send you an email and you can try to reply to it.

I havnt got any email from you Natalia.

And I once again forwarded the emails with bitspincasino where I sent the selfie they asked for and they didnt even do anything about.

This your email? natalia.b@casino.guru

Dear tomicaprile97, thank you, I've got all the forwarded emails from you and the attachments with the selfies with your ID.

Dear BitSpinCasino, can you please check if you received the email from the player with the selfies for the verification made on 22nd May? They seem to meet the requirements you sent to the player. Can you please explain what exactly is the problem? We'd also like to ask if it's maybe possible to conduct the verification via video call instead of selfies if you keep rejecting them.

Best regards,

Natalia

Dear tomicaprile97, we just found out that the casino hasn't received the last selfies that you sent to me or to my colleague Tomas.

Please, make sure that you send these selfies to the casino email, so since your account is blocked and you cannot upload the photos directly on the casino's website, you need to send them to their support.

For now, it seems that you only sent the selfies to me or to Tomas (since you forwarded only the emails from the casino, but there's no reply from your side). I hope you understand we cannot forward your files instead of you.

So I'd like to ask you to contact the casino support and attach the selfies that meet the last requirements.

Best regards,

Natalia

What you talking about?

The emails I forwarded to you was the conversation I had with bitspincasino... how can they not have got the selfies if you can see them in the conversation I shared with you.

So they for sure have received the selfies already.

Anyhow I sent you the selfies in a private email Natalia and you can send them for me?

Else they have to provide an email for me to send it to since I cant answer to the emails from them since I have forwarded them to you guys on casino.guru

Dear tomicaprile97, unfortunately, the emails you forwarded were only the emails from casino support to you and the emails from you to my colleague Tomas, there're no emails from you to the casino attached. If there were some technical issues, you can try resending your replies to the casino again.

Anyway, I'd recommend you send your selfies from the email address you used for the registration at the casino to the casino support again, the email address is support@bitspincasino.com. We, as the third party, cannot finish your verification process for you, so you should send them on your own.

Please, let me know if you need any further explanation or when you send the selfies meeting the last requirement to the casino email address.

Regards,

Natalia

Ok I just sent the selfie to their email now.

I had no idea that if you forwarded an email to someone then next time you answer to that conversation it will only reply to the last one I forwarded it to.

Else I would have sent the selfie at the time I said so in this complaint.

So im sorry for the delay and I have sent the selfie to the email you told me to Natalia.

I really hope this will be resolved now since even you said the selfie looks good to you.

Dear tomicaprile97, thank you for confirming this. Please, let us know as soon as you receive a reply from the casino.

Dear BitSpinCasino, will you please let us know if you have already received the email from the player and if the selfies the player has sent meet the requirements this time?

I'm looking forward to getting this information from you.

Regards,

Natalia

Yes Natalia they finally sent me the money 🙂

Thanks alot for the help

Dear tomicaprile97,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia