The player from Germany faced difficulties verifying his account at Spirit Casino, which prevented him from withdrawing his funds. The casino required a bank statement that his bank did not provide and did not accept alternative proof such as a government letter from the pension office. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to inquiries and reminders, leading to the closure of the complaint. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Spirit Casino - Player struggles with account verification.
Closed
Our verdict
Player stopped responding
Amount: €900
Spirit Casino
Safety Index:HighCase summary
Discussion
Public
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5 months ago
Translation
Hello, I registered with Spirit Casino and want to verify myself. I want to withdraw money, but since I'm not verified, I can't withdraw the money. The casino requires a bank statement, but I'm with C24 Bank, and the casino doesn't accept that bank. Then I'm supposed to provide an electricity, water, or gas bill, which I can't do because I don't rent at my registered address. I sent a letter from the pension office to the casino, and it's a government letter, but the casino doesn't want to accept it. They're causing real problems with verification. Why don't they accept the pension letter as proof of address? It's government! Or I have to provide a tax assessment, but I don't pay any taxes because I'm a pensioner. Can you please help me? I would be really grateful.
Automatic translation:
Public
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5 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 negative experience with Spirit Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please clarify what your current accommodation is, and why you don't live at your registered address? Do you own property found on the address you registered with?
- Is it possible for you to get a confirmation of your residence from your municipality?
- Did the casino explain why they won't accept a bank statement from your bank? In which format have you provided the required documents?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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4 months ago
Dear Maxxxxxxxx,
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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4 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
