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Hello. There was a problem with account verification. When creating an account, I went through the standard verification. After that, I made a deposit. Later, I put my winnings up for withdrawal. It was cancelled. They asked for additional verification. A selfie with a passport against the background of an open account. I sent this photo that same evening. More than a week has passed. The casino does not check the photo. I contacted the chat several times. The answer is the same "I will pass on your request." These words are written by every chat employee. Please help me. Does it really take so much time to check one photo?

Здравствуйте. Возникла проблема с верификацией аккаунта. При создании аккаунта я прошла стандартную верификацию. После этого сделала депозит. Позже поставила выигрыш на вывод. Мне его отменили. Попросили дополнительную верификацию. Селфи с паспортом на фоне открытого аккаунта. Данное фото я отправила в тот же вечер. Прошло больше недели. Казино не проверяет фото. Несколько раз обращалась в чат. Ответ один и тот же "я передам ваш запрос". Эти слова пишет каждый сотрудник чата. Прошу вас помочь мне. Неужели для проверки одного фото нужно столько времени?

Dear SirVampir,

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 take 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?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

I have nothing against document verification. I understand this. But understanding ends. I sent the document on 02/04. 8 days have passed. This is just one photo. How can one photo be verified for 8 days? This is a selfie with a document against the background of an open account. Before that, I sent a passport, a selfie with a passport and a statement to confirm the address. These documents were verified quite quickly. But as soon as the client wants to withdraw money, that's it, the verification is delayed.

Я не имею ничего против проверки документов. Я с пониманием к этому отношусь. Но понимание заканчивается. Я отправила документ 04.02. Прошло 8 дней. Это всего лишь одно фото. Как можно проверять одно фото 8 дней? Это селфи с документом на фоне открытого аккаунта. Перед тем я отправляла паспорт, селфи с паспортом и выписка для подтверждения адреса. Эти документы были проверены довольно быстро. Но как только клиент хочет вывести деньги, это все, проверка заддерживается.

Hello

According to our records, the player received their winnings at 17.02.2025 10:01:33 (UTC)

Regards

Dear HitNSpin Casino, thank you for the information provided.

Dear SirVampir, could you please confirm receipt of the funds and whether the matter is resolved?

Dear SirVampir,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.