HitNSpin Casino - Player’s verification is delayed and rejected.

I sent all documents that the casino asked me and it was approved. Later, they asked me to take a selfie with my ID in the background with their site. I uploaded four different selfies but each one had been rejected. I will attach one of the latest photos below. As you can see, the information on my ID is clear and readable. I don't understand why my verification keeps being rejected. Could you please help me identify the issue and let me know what happened.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I have reviewed the photograph you submitted with your complaint. While your ID is clearly readable and your face is not covered by the document, the issue may be related to the information visible in the background.

Usually, when taking a photo with the casino website visible in the background, you should be logged into your casino account, with the personal information in your profile clearly visible.

Could you please take another photo and send it to the casino, making sure that you are logged into your casino account, that your personal information is clearly visible in your profile, and that you are holding your ID in a way that keeps all the text on the document easy to read?

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

Best regards,

Veronika

Hello German73,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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

Dear German73,

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,

Veronika