Vincispin Casino - Player's verification is delayed and unclear.

Details of the Case

I am submitting this complaint because my KYC verification has not been completed despite my full cooperation for almost five weeks.

I have repeatedly provided every document requested by VinciSpin, including the official card ownership confirmation issued directly by my bank. I submitted this document several times as a PDF file, exactly as requested.

Instead of completing the verification, VinciSpin continued to send contradictory responses. First they requested the card ownership confirmation. After I submitted it, they requested it again. Later they stated that the same document had already been rejected. They then requested an "original PDF document". After I submitted the PDF again, they once more informed me that it was the same document and asked me to provide another original document.

At no point has VinciSpin clearly explained:

which specific document they require,

why the official document issued by my bank is not acceptable,

or what exact document would satisfy their verification requirements.

It is impossible to provide a document that has never been clearly identified.

This complaint is not only about my withdrawal. It is about the repeated and contradictory verification requests without any clear explanation of what is actually required.

I respectfully request an independent review of my case and ask that VinciSpin either clearly specifies the exact document they require or completes my verification and makes a final decision regarding my withdrawal.

I can provide the complete email correspondence and all supporting documents.

Important notice:

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Do you have the physical bank card with you that you used to deposit funds into this casino? Based on the screenshots you uploaded with your complaint, it seems that the casino is not requesting proof of card ownership, but rather photos showing both sides of your payment card.
• Could you please specify whether you used a physical or a virtual card to deposit funds into this casino?
• Have you used any other payment methods for deposits or withdrawals?
• Have your other documents been reviewed and approved by the casino's relevant department?

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,

Veronika