ReSpin Casino - Player's withdrawal is delayed due to verification issues.

Let me explain what's been happening. A few days ago, I started the payment method verification process because I have a withdrawal of 1,200,000 in progress. Initially, I mentioned that my card was an electronic checkbook from Banco Estado, and asked how I should proceed if I could send a screenshot covering the CVV. However, support told me I had to send a bank statement. I sent one from November, as they said it had to be from the last month, but it was rejected because the deposit wasn't shown. I asked again, and they told me I had to send the bank statement showing the last deposit I made, which was on October 30th. This was also rejected, even though the deposit was visible on the card they were requesting in my name. They said it was rejected because they were asking for photos of the card, but support kept telling me to upload bank statements. I contacted support again and explained that they had rejected my documents because they needed the card itself, and asked how I should send photos if the card was electronic. I sent the image to support to see if it was valid. I followed the instructions correctly and they told me to send it now, however, the support chat closed and I can't access my account either. I contacted support again and they told me no

They could give me information through this channel, I contacted them by email and they haven't responded or given me an explanation either. I want to emphasize that at all times the previous deposits and withdrawals were made to the

same account, meaning mine, the account holder's account; the rest of the verification process was also complete, so I don't understand.

Because they aren't responding to me or giving me an explanation. I'll attach the conversations with support, the moment before they closed the chat, and what my account looks like when I try to log in.

Important notice:

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Dear Lorena.22,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account. It is also very common to ask for additional documents even if the account has been verified previously.

To better understand your situation and move the process forward, could you please provide the following details:

• Do I understand correctly that verifying your payment method seems to be the only issue?
• Have you provided any other documents to verify your account and have they all been approved?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hi, yes, that's the only problem I've had. My identity verification was complete, as was my proof of address. I've attached an image of what my account looks like when I try to log in. After closing that, the account is automatically closed, and I can't even see my balance.

Thank you very much for your reply. When was the last time you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

Dear Lorena.22,

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.