Daytonaspin Casino - Player's withdrawal is delayed due to repeated verification requests.

They keep asking for documents for verification which I have provided and know that they are valid and what they are asking for but they rejecting the verification and keep asking me to submit documents which I have done several times. it has been at least 3 weeks and still the same, waiting for them to verify. the emails they send are generic auto responses.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Dear Jon88,

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 can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

• Do you still have access to your account?
• Could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you accumulated your winnings with or without an active bonus?
• Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? If it’s more convenient, you may also post screenshots here.

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Hi Jean,

Yes, i still have access to my account. They have cleared the ID parts of my verification. But the proof of address and proof of paymemt documents still haven't been cleared. I have sent them a full photo of my gas and electric bill dated within the last 90 days and I have also submitted a bank statement showing the deposit I made on the day I won and specifically highlighted the transaction for them on the statement. I got the winnings without using a bonus. I can forward you the emails shortly.

Thank you

Hi Jean,

I would like to provide you information you can only go through KYC once you initiate a withdrawl.

Thank you for the clarification.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru?

Additionally, please send pending documents (proof of address and payment documents) that you sent to the casino to my email for an independent review.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jon88,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean

We’ve reopened this complaint at the request of Jon88. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please give an update on your account verification?

Do you still have access to your account?

Hi,

I have managed to get through the ID kyc but now they have added another requirement, they now require proof of where my funds come from, which I have attached my payslips from the last 2 months and my p60 for last year. it is very frustrating that they keep delaying my withdrawal with additional KYCs. This seems like their go to tactic to delay paying people. Because after I got my ID verified after a lot of back and forth they suddenly now require the additional documents, I do not mind providing it but it's the fact that they do the kyc one at a time which pushes back my withdrawl by at least 3 days but usually longer if I do not get on them on the 3rd day. Their support chat team is useless, they never seem to be able to give a precise answer to general questions such as would a payslip count as proof of where funds come from. Now I'm just crossing my fingers that the documents I provided meet their vague requirements because in the rejection of withdrawl email they are never clear and precise with what they want.

Another update. After providing proof of my income and suprise suprise. They want more documents. This time they have asked for bank statements for the last 3 months woth one showing a deposit made to the casino. Even though the deposit proof was already provided and verified. They are definitely using this as a tatic to delay paying me my winnings. It has been over a month now and the frustration I have with this casino is past breaking point.

Dear Jon88,

Unfortunately, we have reached a point where we are unable to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation. However, this casino has 5+ cases closed as "No Reaction Policy," which clearly shows it is not interested in cooperating with us.

Sadly, we must close your complaint as "unresolved." This will affect the overall rating of the casino. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could change the casino’s approach.

Regrettably, we have no choice, as it seems to be a common practice for Daytonaspin Casino to completely ignore our attempts to mediate any issue. Please check all our previous failed attempts to negotiate. We have sent numerous emails and tried to communicate with live chat representatives. Unfortunately, all efforts to resolve the issues have died as the number of complaints has grown. We hope your verification will be successful eventually.

If verification fails, I recommend reaching out to the Anjouan Gaming Authority by submitting a complaint via the licensing badge located in the footer of the casino’s website. Regulators often have additional tools and authority that may help in situations like this. For tips on how to file your complaint effectively, you can refer to the article linked.

We strictly recommend staying away from Daytonaspin Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Best regards,

Jean

Casino.Guru