GOOSPIN Casino - Player’s withdrawal has been delayed.

I originally withdraw $1901.90 which was rejected due to checking bank details. I withdraw again after being advised to. I received payments individually for $201.90, $250 and $50. When I asked about the $1400 as I hadn't received it, I was asked what payment/ Amount I have already received.

I was then sent recipients of all payments including $1400 saying successfully transferred. ($1400 receipt had a spelling error, which i mentioned, my name spelt wrong).

A few days went on and I was told to wait 1 more day, then another day then they couldn't do much as it was the weekend and banks were closed and they will call there bank on Monday.

I followed up on Monday and was told the transfer was successful and should have it soon.

Next day followed up again and was asked to sent my bank statement to verify, I did this.

For the past week I have sent more then 30 bank statements as they kept finding issues with it :

- dates were wrong ( but they weren't)

- wrong format

- should be longer then 1 page

- looks fake

- not in correct order (only 1 page)

- I edited it

- incorrect statement

- all information not on the statement

They then said sorry we can not complete your request.

Please help me!!!

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Dear Kez2, 

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. 

Could you please advise whether the bank statement was submitted in the required PDF format? Have you received any communication indicating the status of your latest document submission?

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, 

Attila