BitSpinWin Casino - Player is unable to withdraw winnings due to ID discrepancy.

when registering with the website I allegedly used an ID with the expiration date year of 2027 I just recently not even 72 hours ago submitted a request to update my phone number to withdraw my winnings of $125 and was denied because the ID that I have has an expiration date for 2025 making it different than the one used to register with the website and they keep denying me my requests to update my phone number so I can proceed with withdrawing my funds that I had one on my vegas x platform when I have reached out to them through email through the app virtual chat and via phone call I submitted a valid ID no matter if it's the same one I registered with the website with or not it is still a valid ID and I have also added photos of me holding up that ID to verify my identity and do not understand why I am denied it seems like a scam to me and it is so frustrating because at the end of the day everybody's IDs that they use to register with the website will expire eventually and what is anybody else supposed to do when they want to update their phone number this is not a valid excuse for my point of view to denying my funds I want my money and I want my account deleted I don't know what to do to make this website suffer consequences for this ridiculous demand when I've gone out of my way to cooperate and assist them accordingly but if anybody else knows how you have my complete attention and please do help me thank you!! Kathleen W*******

Dear katiewhiteman34,

Thank you very much for submitting your complaint. I’m 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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your picture ID seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification?
• Were your winnings accumulated with or without an active bonus?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Player's additional comments:

this is the chat between me and bitspinwin as they have continually denied m6 req7est to update my phone number in order to withdrawal my winnings because the ID i currently have has a different expiration date then the one used when registering with the website however its IS STILL A VALID FORM OF ID AND WAS USED TO UPDATE MY PHONE NUMBER MAYBE LESS THAN A MONTH AGO AND WAS GIVEN NO PROBLEMS, have more than cooperated sending them pictures of the ID separately from the pictures submitted of me holding up that same ID as well as reaching out to them via by email through their virtual chat on their app and by phone and still they keep singing the same old tune I want my money and I want my account deleted and I will never again bother with anything that has to do with my money online ever again:

I spoke with customer service via phone call and inform them I do not have the 2027 ID and did not know I had two different IDs with two different expiration dates and as it stands the one that I have is not expired and is valid I've submitted a picture of that ID separately from the photos I submitted of me holding that same ID up verifying my identity multiple times I am tired of begging you motherfuckers to change my phone number so I can get my money and delete my account and will be figuring out a way to submit a complaint and have it handled accordingly you guys are f*****g garbage

the lady on the phone says she would be informing the team and apparently she didn't even f*****g do that because you guys keep singing the same old tune it's a valid f*****g ID it shouldn't matter about the expiration dates when I registered with whatever ID I registered with eventually everybody's IDs are going to expire from the ones that was used when registering with the website and when that happens what are you going to do play this f*****g same game with them? you're a f*****g scam

I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack or intimidate the professionals at Casino.Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

the last submission i had was not at all directed towards casino guru & was with the chat i had with a support agent from the bitspinwin website. i deposited my own funds for the vegas platform and in addition bitspinwin matched the funds dollar for dollar with a bonus play incentive that becomes active when down to my last dollar if my last dollar is reached. also tou stand correctabout the differeny identification card expiration dates being my only obstacle to collect my winnings. tbey want me to present them with the id used to register with the website expirong in 2027 however i only have my ID thats set to expire in 2025 which is still valid and current making their demand unreasonably ridiculous as i have provided separate photos of the front and back of my 2025 identification card as well as submitted photos of myself holding up thay same identification card and have been more than cooperative. thank you

case has been resolved by bitspinwin as we have compromised to recreate a new registration account using the identification card i currently have, thank you casino guru for your time!! its VERY appreciated!!!!!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, katiewhiteman34, for your confirmation, and please don’t 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,

Petronela

Casino.Guru