Electric Spins Casino - Player’s withdrawal is delayed due to identity verification.

I CAN'T WITHDRAW MY 6000 POUNDS BECAUSE OF IDENTITY VERIFICATION, I SENT WHAT THEY ASKED FOR, ACCOUNT STATEMENTS FROM 2 BANKS, NOW THEY ASKED ME FOR PAYSLIPS AND I SAID I DON'T RECEIVE A PAYSLIP, I AM PAID IN CASH AND NO I DON'T HAVE AN EMPLOYMENT CONTRACT, I'VE BEEN IN THE UK FOR 9 YEARS AND THEY ARE NOT ABLE TO VERIFY ME, THEY HAVE I TOLD THE ADDRESS FOR THE FIRST TIME, I SENT THE PROOF AND NOW THEY TELL ME WHERE I HAVE THE MONEY TO PROVE IT, I WORK AND I HAVE MONEY, IT'S SIMPLE BUT THEY DON'T UNDERSTAND OR DON'T WANT TO GIVE ME WHAT IS MINE BY RIGHT

Dear GEORGE19797979,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I understand how frustrating this situation must be for you, and I appreciate you sharing the details. To clarify the situation and move forward with your case, could you kindly provide more information?

• Have you received any other specific instructions from the casino regarding the verification process?
• Did you explain in detail to them the nature of your income and provide any alternative supporting documents?
• Were you asked to provide any additional documents, such as a bank reference letter or a proof of funds?

In the UK, casinos licensed by the UK Gambling Commission (UKGC) are required to comply with strict Know Your Customer (KYC) regulations to prevent money laundering and to ensure that players are not engaging in any illicit activities. This includes verifying the source of funds and ensuring that players are not participating in gambling with funds that may not have been obtained legally.

That’s why the casino is asking for documents like pay slips or proof of income to comply with these regulations. While I understand your frustration regarding the lack of a pay slip or employment contract, providing as much detailed information as possible about how you earn your income is critical to the process. If you have bank statements showing regular deposits or a letter from someone who can confirm your income source, that could also help to verify your financial standing.

Your cooperation is crucial in helping us proceed with this case. Without your input and any additional details, we won’t be able to assist in resolving the issue effectively. We encourage you to continue engaging with the casino’s verification team and provide any other documents that could assist in clearing up the situation.

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,

Petronela

Due to an extremely high volume of complaints, we kindly ask for your patience. While we aim to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you happy holidays!