HomeComplaintsCobraSpins Casino - The player's verification is delayed.

CobraSpins Casino - The player's verification is delayed.

Amount: €850

CobraSpins Casino
Safety Index:Very low
Submitted: 12 Aug 2022 | Case closed : 05 Dec 2022
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player's verification is delayed for unknown reason. The complaint was closed as the player stopped responding.

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2 years ago
Translation

Hi I do not know how to withdraw my money .. the account is not verified they write me to send them my documents what already done I only need the bank account I told them that I do not have a bank account but I have a credit card at the post office with iban but they send me the same message .. I don't know how to do it .. can you help me?

Automatic translation:
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2 years ago

Hello eleonoramgleo01,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CobraSpins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

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2 years ago

Dear eleonoramgleo01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

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2 years ago

The complaint will be now closed for the above mentioned reason.

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2 years ago

The complaint was reopened as the player submitted a new complaint on the same casino with the same issue.

Can you please follow up on the case here and answer my previously asked questions?

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2 years ago
Translation

Since January I've been trying to collect this money .. in the meantime I had to keep playing it every now and then because I knew that after a while you didn't play it they would take your money away ..

I have sent several times a mastercard statement of identity documents certificates of residence .. but they also ask for a document that we do not have in Italy or the sorting code .. and I no longer know how to do it

Automatic translation:
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2 years ago

Can you please forward all the communication between you and the casino to nikolas.b@casino.guru?

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2 years ago

Dear eleonoramgleo01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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2 years ago
Translation

Yes, I sent everything to that email address let me know if it has arrived

Automatic translation:
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2 years ago

Hello eleonoramgleo01,

I've received only 1 e-mail from you and it is written by you. Can you actually forward the e-mail communication with the casino?

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1 year ago

Dear eleonoramgleo01,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 year ago

The complaint will be now closed for the above mentioned reason.

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