Doctor Spins Casino - Player’s withdrawal has been delayed by verification process.

I deposited £80 the balance increased to £200. There a message to verify the account. I attempted this but my phone is a basic text and phone call phone. I asked if I could send my documents to them. They said no the only ways was scanning a qr code etc. I said it was too complicated for me and I did not want to do it. They said we will have to close your account and you will only get your deposit back. I said that was okay. Then they said I should try again to verify. There followed a couple of email where they sent me instructions on how to do this. I said I do not have the technology and I do not want to get involved with it all. I am 71 years old and it is becoming stressful. Just return the deposit and close the account. Then the last emails says it has been passed to a special team and it will take up to 90 days for them to review this. I have just sent them an email summarising what they said and how they are now reneging on their own offer and the 90 days probably means they want me to go away and they will keep the money.

Hello BumpyBoots,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Doctor Spins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is the verification ongoing? Did you use any kind of bonus to accumulate your wins? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer. Don't they agree to simply refund your deposit?

Regards,

Nick

Hello Nick

I have copied and pasted the emails into a word document so you can see exactly what what the correspondence says.

Can I upload it anywhere?

Kind Regards

Helena

I would not want those emails to be be public

There was no bonus involved.

They have responded to my emails but only to say that it will take up to 90 days to review the request to give me back my deposit.

This request from me was only in response to them offering to give me my deposit back but not the winnings, which I understand.

This happened via emails over a very short period of time say a week from the time I signed up to them asking for verification and my finding out that they wanted the verification to be done using phone cameras and Scanning codes which I cannot do.

Kind Regards

Helena

Hello BumpyBoots,

Please forward the mentioned document to nikolas.b@casino.guru.

Dear BumpyBoots,

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.

Hello

I sent the email string quite a few days ago.

Just checked I sent it on the 23rd May

Hello BumpyBoots,

Isn't there any way to borrow or to buy a newer cheap device which would help you to provide the requested documents to the casino? It will also help you in the future with any other online casino.

You must understand that the casino can refuse to pay out anything in case of failed verification.

I am not refusing to verify.

Buying another device is too expensive for me and to use somebody else's

would miss the point they make that they want verification of my phone and they

do this using a suitable phone (which would need to be mine and registered to me)

and linking it to their website for identification.

You have given the site a low score and not without good reason.

Hello

Further to reply above they offered to send my deposit back without verification.

Which I am happy to accept. so it would seem that returning my deposit is not dependent on

verification.

That means they are keeping my winnings.

The total balance of my account is around £200 and £80 of that is my deposit.

KInd Regards

Hello BumpyBoots,

Do I understand it correctly that you have agreed to receive the deposit back? When exactly did you accept it and was there any action made by the casino since?

Dear BumpyBoots,

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.

Hello

14th May when I had the email exchange with them and they offered to repay my deposit but not the balance.

The balance was £200 the deposit was £80. They also said the account would be closed and could not be reopened.

I agreed.

Then they ignored the fact I had accepted their offer and sent me more details on how to verify the account.

I said again the same thing and they said refunding my deposit was being reviewed and it could take up to 90 days for a decision

Hello BumpyBoots,

If both you and the casino agreed to the refund of the deposits, there is hardly anything we can do. If they have such procedure for refunds, it has to be respected. We will be now forced to close the complaint as the refund is not based on an agreement which we can't enforce.

Best regards,

Nick