The player from Italy had submitted all requested documents for withdrawal but was then asked for a utility bill in her name, which she did not possess. Additionally, while she had provided a bank statement from the post office, the casino requested one from a traditional bank that she did not have. The issue was resolved as the player marked the complaint as resolved after receiving guidance on the KYC process and confirming the submission of the necessary documents. The Complaints Team acknowledged the resolution and offered further assistance if needed in the future.
Goldspin Casino - Player's withdrawal is delayed due to document issues.
Resolved
Our verdict
Case closed
Amount: €325
Goldspin Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
I have provided all the requested documents now I want a utility in my name which I don't have, I also provided the bank statement which is from the post office but they want it from a bank but I don't have any bank accounts
Automatic translation:
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3 months ago
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.
Stay safe.
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3 months ago
Dear Titty88,
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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that you do not have a back account, please?
- What payment method have you used to make a deposit?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please provide the exact date of your initial verification request?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Katarina
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3 months ago
Translation
Good morning, I tried the first withdrawal on November 7th, then shortly after they refused it, saying that the utilities in my name and a bank account that I don't have are missing.
I sent a postal account statement, a photo of my identity card, a photo of my postal card
Automatic translation:
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Titty88,
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,
Katarina
