Vincispin Casino - Player’s winnings are delayed with repeated document requests.

I won $2,000 on Vincispin on the 11th. I made my deposit, as with all my deposits, using Paysafecard. On the 11th, I made my first withdrawal, they completed my verification, and a few hours later, they asked me for a document proving ownership of my mobile phone number. The next day, I went to customer service, requested the document, sent the requested document, and it was approved. My account was verified, and my withdrawals should have been paid without problems. On the 13th, I made another withdrawal of R$500, leaving me with 2 pending withdrawals, the one from the 11th and the one from the 13th. Today, the 14th, I went to ask when the first withdrawal from the 11th would be paid and saw that they were delaying it again and asking for the last 3 statements from the last 3 months from Skrill. I always use Paysafecard for deposits; they appear in the casino history as "SkrillQCO" deposits, but I used Paysafecard. I ended up sending statements from the last 3 months from Paysafecard, where... All my deposits made to Vincispin are listed. The account was approved again and I was verified, even today, the 14th, we're back to square one and now they're asking for more documents again, this time proof of my income, and my last 3 bank statements, I sent proof of my salaries, but only the possible ones exist; there are no more possible ones. I sent them, now let's see what other excuses they'll come up with to not pay me my winnings, I don't know what to do anymore, help, I have several screenshots and conversations. I'll leave some screenshots of my account, while it's still possible to access it. I have chat transcripts, and I can also send you my bank statements and receipts from my funding sources.

Sincerely,

[Redacted]

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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 takes 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 you provided all the required documents as soon as possible and in the correct format? 

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, 

Attila

Good afternoon, dear Attila, thank you for responding to my complaint. Vincispin requested a document proving my income for the last 3 months, and bank statements for the last 3 months. I accessed my online banking portal and retrieved all the bank statements requested by Vincispin, and I also sent them my last 3 payslips. They always rejected them, asking me to send the proof of my income and bank statements for the last 3 months again. I sent them numerous times, but Vincispin always rejected them. Today I received an email from Vincispin, which I will quote:

"Hi [Redacted]! I'll help you more.

If you don't like to speak English, I will use Google Translate to communicate. Thank you for your understanding!

We hope you are well.

We are contacting you regarding your problem. Please note that the document in question has already been sent by you and, after careful analysis, we have found that it..." This may have been falsified, edited, or altered in some way. Please send an official and original version of the document in question.

If you have any questions or need further assistance, please contact us.

Sincerely,

Lincoln

Casino Support Team "end quote, ~

Dear Attila, I did what operator Lincoln asked and so today, April 16th, I went to my bank in person and requested the documents in question in paper form. I then sent them to operator Lincoln using his email reply. Dear Attila, they can no longer give lame excuses. I can send you all my documents, screenshots, and emails from these lying Vincispin.

Regards,

[Redacted]

more excuses, and im send again the documents asked by vincispin, if you need im send all documents to you casino guru

hello, today 20/04 Ravi operator, ask for my last 3 payslips, im sended again via email and casino verification form, on atachment print screen from email

After much insistence, Vincispin finally noticed and accepted my social installment payment slips. Now they are only asking me for the bank statement again, which I will send again through the Vincispin website.

Let's wait for news from Vincispin.

Good morning, Casino Guru, the bank statements have been approved, all the documentation is finally approved. I spoke with live chat and they told me to wait a little while and said that everything is almost complete. Let's wait and I'll keep you updated on whether I finally managed to withdraw my winnings.

Dear Player,

Thank you for your messages. Do you have any updates for us in relation to this complaint? Can we mark it as resolved?

I look forward to your reply.

Hello, not resolved yet, and im waiting for vincispin unlock my account and put withdrawall

My withdrawals have all been paid out; all that's left is to lift the suspension on my account.

I spoke with chat support, and they said they would reopen my account because I was fully verified and my winnings were paid out. But now the chat says they can no longer reopen the account. I advise no one to play here, because they do everything to avoid paying winnings. They did it to me, and now they're closing my account and saying it's not possible to reopen it due to an administrative decision. I call on Vincispin to explain why they can't reopen my account if I was fully verified and received my winnings.

Thank you for your reply. I understand your frustration regarding the closure of your account. However, we are unable to provide further assistance in this matter. Please be aware that online casinos, like other service providers, have the right to decide whom they offer their services to. Our role is to support players whose accounts were closed and had funds confiscated.

Since the real money balance from your account has been paid out, we cannot require the casino to reopen it. If you wish to continue playing, you might want to consider using a different platform.

Thank you for your understanding.

Kind regards,

Attila