SpinBet Casino - Player's account verification is delayed.

spinbet is giving me unnecessary problems when it comes to deposit verification. they asked me to submit my CIBC bank statement showing the deposit i made. so i had to wait a month to get it . finally i got the statement after waiting a month and i submitted the statement showing i made the deposit. now they are giving me more issues asking for things that don't exist , they are asking to show the bank statement with my address but CIBC bank statements don't show your address on the statement so its impossible for me to provide it. i need some help in resolving this issue and get my account verified. i already submitted my ID and proof of address which were approved. now there's just the proof of deposit left.

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Dear amarcanada111,

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 which documents you have already provided and when exactly did you send the last one?
• Could you please visit the bank and request a statement of account that includes your address??
• 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

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

Dear amarcanada111,

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