The player from British Columbia faced challenges withdrawing funds due to an incorrect date of birth entered during account registration. Despite having completed the KYC process and being informed that verification was complete, he continued to encounter issues and received contradictory responses from customer support. He was unable to withdraw his funds because his date of birth needed to be corrected. The issue remained unresolved as the player did not respond to inquiries from the Complaints Team, which led to the closure of the complaint.
SpinMills Casino - Player's withdrawal is delayed due to account verification issues.
Closed
Our verdict
Player stopped responding
Amount: C$700
SpinMills Casino
Safety Index:HighCase summary
Discussion
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3 months ago
During the registration of my account i accidently entered the wrong DATE OF BIRTH. Instead of the 15th I misplaced the 14th. Then during the kyc process it would not let me to complete the verification. I was told to email the kyc team which I did. They said my verification is complete and that once I log out and log in all is well. Thats was 36 hours ago, and after a dozen times of logging in and out i still get the same error saying they were not able to verify my account and that I should contact support. When I contact support they say to email the kyc team, when I email them they do not respond. I want to withdraw my funds but I have not been able to speak to anyone that can help. All that needs to be done is my date of birth to be corrected on my account and no one seems to be able to do this, nor has any idea who would be able to. I have submitted all the requested documents including, bank statement for address verification, drivers licence and a likeness check.
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3 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Could you please confirm if you have directly discussed the incorrect date of birth issue with the casino? Have they confirmed whether it is possible to change the date of birth on your account?
Do you currently have any pending withdrawal requests?
Have all other parts of your verification been successfully completed?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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3 months ago
Dear player,
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.
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2 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Dominika
Casino.Guru
