The player from Austria faced issues withdrawing 444€ after winning 500€ due to ongoing account verification problems. He had submitted multiple documents, including his passport and driving license, but the casino kept rejecting them. The Complaints Team extended the response time for the player but ultimately had to close the complaint due to a lack of communication from him. The team remained available to assist if the player chose to reopen the complaint in the future.
Spirit Casino - Player's withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: €444
Spirit Casino
Safety Index:HighCase summary
Discussion
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7 months ago
I deposited 50€ on my account and won 500€
then i wanted to withdraw 444€ from my account but i needed to verify my account
I sent all needed documents to the casino Spirit Cs Home but every document i sent is rejected i sent them my passport,my apartment bill my driving license,pictures of my bank card but they still dont want to verify my account
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7 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Hello,
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.
- Is the information in your player's profile identical to the personal information found on the documents you provided?
- Have you discussed with casino support any potential issues with the documents you submitted?
- Were you given any guidance on what might be the issue?
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,
Tomas
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6 months ago
Dear Kudadino,
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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6 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,
Tomas
Casino.Guru
