SpellWin Casino - Player faces verification delays for withdrawal.

Hello so I’m having difficulty with this casino and there KYC team they have asked me for evidence of deposit which I have provided bank statements which I have provided and have been accepted , account ownership of an old bank card which I have provided and, I believe they are been difficult I sent screen shots of the desposit in there in black and white time date amount ect , I’ve sent bank statements for an old account and my account that was used for this deposit , I’ve got every bit of eveidence of the desposit and I’m the owner of the account and alls I get back is can you send the correct ones , I need it to be verfied before making a withdrawal and I’ve send every bit of information they have asked for and I’m stuck on what I can do next

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have all your documents been approved and verified except for your proof of deposit?
• How many deposits have you made into this casino so far, and which payment methods have you used?
• Has the casino specified the exact requirements for the documents they requested in order for you to successfully pass the KYC verification?
• Have you ensured that the documents you sent are in the correct format and contain all the information necessary to prove that you are the rightful owner of the payment method used for depositing money into this casino?

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

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

Dear Seanh89,

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