SpinsBro Casino - Player struggles with casino app withdrawal requirements.

I am now having a problem with a casino they won't accept my details because I am withdrawing there asking me for a screenshot of my details from my app which I can't provide because my app won't allow me to take a screenshot

Dear mikecork123, 

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 take 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? Have any of your documents been approved by the casino?

Can you kindly specify which app is causing you problems with verification?

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, 

Veronika

I am now verified and they withdrew my funds

Do I understand correctly that you received your winnings?

Dear mikecork123,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.