LionSpin Casino - Pelaajan voitot on takavarikoitu.

I would like to request arbitration regarding this matter.

This incident occurred a while back. I used a bonus on this casino site to win, and I was able to cash out all of my balance.

When I tried to process the withdrawal, I was informed that a passport was required as proof of identity. At that time, I only had a driver's license and a My Number card, which I explained to them.

However, the site insisted that a passport was needed as identification. I asked whether it would be a problem if obtaining a passport took some time, and they seemed to agree. I applied for a passport on August 15, 2024, and was able to obtain it a few weeks later.

When I attempted to submit the document, I found that my account was locked, and my previous inquiries had been ignored.

Recently, I contacted them again and was able to communicate with someone via live chat, after which I submitted the passport documents.

However, I was informed that because I failed to submit the passport by June 19？, my winnings were confiscated and would not be returned. (The English site made it a bit difficult to understand their response.)

I had explained from the beginning that obtaining a passport takes time. The nearest processing location is several hours away by bullet train, which made it difficult to obtain a passport quickly on weekdays.

Could you please assist in getting my winnings returned?

こちらに仲裁をお願いしたいです。

だいぶ前の話になりますが

こちらのカジノサイトでボーナスを使用して勝利し、すべての残高を現金化出來ました。

出金処理をする際に身分証明書としてパスポートが必要との説明を受けまして、その際に免許証とマイナンバーカードしか保有してないと伝えました。

ですが、サイト側は身分証明書としてパスポートが必要だとの一点張りでした。

なので取得には時間がかかるが問題無いかと聞き、2024/08/15に発行し、その数週間後に実際に取得することが出來ました。

その書類を提出しようとしたところ、アカウントがロックされてて、実際に問い合わせしても過去は無視されてました。

しかし、先日改めて問い合わせを入れたら、ライブチャットの方と応答することができ、パスポートの書類を提出しました。

しかし、パスポートの提出が6/19までに提出出来なかったため？没収し返却はしないとの説明を受けました。（英語のサイトで少し返答が分かりづらいです）

私は元々パスポートは発行手続きには時間がかかるとの説明をしてあります。

所在地とパスポートの発行手続き場所が最短でも新幹線で数時間のところにあり、平日に気軽に発行はいけない中で、取得した経緯もあります。

賞金の返却までお手伝いしていただけませんか?

Dear nameneko, 

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

Please understand that the KYC (Know Your Customer) process is a critical and essential step, during which the casino ensures that any payments are made to the rightful owner. Since casinos cannot physically see and verify all players, this is the only method they can use to confirm your identity and validate the required documents. For any serious and licensed casino, this is a process they do not take lightly, and it may take several working days to complete.

Could you please specify when exactly you submitted your withdrawal request and when the casino first asked you to verify your account?

Additionally, please describe in detail the documents you provided for the KYC verification. Am I correct in understanding that all your documents were approved except for your ID?

Kindly forward me all the communication between you and the casino regarding your verification process and the subsequent confiscation of your balance at veronika.l@casino.guru.

I hope we can assist in resolving this issue as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

It was almost four months ago so I don't remember exactly, but I think I made my first withdrawal request around June 25th.

I explained all the documents I had and that I could submit my driver's license and My Number card as identification, but they told me that I needed my passport.

As for communication with the casino, there was a gap of several days before I got my passport, and no communication took place during that time.

After obtaining the license, I tried to inquire via live chat and email, but I didn't receive a reply via live chat, so I was about to give up and lose interest.

This time I would like to ask for your help in withdrawing the funds.

Although it is a small exchange, I have sent you the details via email, so please check it.

4ヶ月近く前のことでうろ覚えですけれども、最初の出金依頼を出したのは6/25くらいだとおもいます。

保有している書類についても一通り説明をしまして、運転免許証とマイナンバーカードを、身分証明書として提出可能と説明をしてたのですが、パスポートが必要であるとの説明をされました。

カジノとのやり取りは、パスポート取得までに日数が空き、その間は何もやり取りをしていません。

取得後に1度ライブチャット、メールで問い合わせをしたのですが、ライブチャットの返事が返ってこないで、泣き寝入りしそうになっていました。

今回こちらの皆様のお力をお借りして出金までの手助けをしていただきたいです。

少ないやり取りですが、メールに内容を送信したのでご確認お願いします

Thank you very much, nameneko, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, nameneko,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear LionSpin Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If the player was not in possession of a passport at the time the casino requested this document from him, would the casino be able and willing to let him proceed with the KYC/verification with the new document?

He should have provided his new passport to the casino via email, so it should be easy for the casino to check the date of issue of the document. Can you please check it and inform us about your findings? If the document was issued between the date the casino requested it from him and the date of the winnings confiscation or possibly account closure, would the casino be able to let him verify himself and/or pay out his winnings?

Or, did the complainant also breach any other of the casino's rules? If so, can you be more specific and support your claims and the casino's decision with relevant details and evidence?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear nameneko,

Please accept our apologies for any negative feelings this situation may have caused. Our team is constantly working to improve our services and ensure you receive the best possible service.

Dear CasinoGuru,

Let us inform you that the documents were requested by the Verification Department for security purposes and in accordance with our Terms and Conditions, specifically clause 5.1.:

"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon LionSpin Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address.

In case of refusal or evasion of the KYC/AML terms (provision of forged, edited documents, non-provision of documents etc.), LionSpin has the right to charge from suspended LionSpin Account monthly maintenance fee in an amount of 100 (one hundred) EUR, cancel wholly or partially the Client's bets, winnings and Bonuses on all LionSpin accounts, refuse to return the deposited funds, block the LionSpin Account, compensate all costs incurred from the balance of the Client . If Client’s LionSpin Account remains suspended for more than 365 (three hundred and sixty five) days and/or the balance is 0 (zero) EUR, no further charge will be incurred and we may close your LionSpin Account at our sole discretion."

We were awaiting updates from the Player during the 30 days but no contact was made. Therefore, in accordance with clause 5.1, all bets and winnings have been canceled due to the lack of KYC documentation.

Please note that this case is closed and non-negotiable.

Thank you for your understanding.

Best regards,

Lionspin Casino Team

Um, 365 days haven't passed yet, right?

Also, I think I told them that I wanted to apply for a new passport.

You may also want to check the date your passport was obtained.

If it was 30 days from the last contact, that might be correct, but I think I told them I was going to get a passport.

The issuing procedure takes time, and you can only receive it on a day off from work (by the evening on a weekday).

I would like you to take into consideration these issues that are unique to Japan.

No user will read the terms of use in detail, and isn't it normal to prepare KYC documents only after actually making a withdrawal?

えっと、365日は経過しておりませんよね?

あと、私はパスポートの新規作成をする旨をそちらに伝えていたと思います。

パスポートの取得日も確認してもらって構いません。

最後の連絡から30日というのでしたら、正しいかもしれませんが、パスポートの取得をする旨を伝えてたはずです。

発行手続きには時間がかかりますし、取得するためには仕事の休みじゃないと受け取りが出来ません。（平日の夕方まで）

そういった日本特有の問題を考慮していただきたいです。

利用規約の細部まで読み込みをするユーザーはおりませんし、実際に出金をすることになってからKYCの書類を用意するのが普通ではありませんか?

Thank you both for your replies.

Dear LionSpin Casino team,

Thank you for your email and additional explanation.

"If the player was not in possession of a passport at the time the casino requested this document from him, would the casino be able and willing to let him proceed with the KYC/verification with the new document?

He should have provided his new passport to the casino via email, so it should be easy for the casino to check the date of issue of the document. Can you please check it and inform us about your findings? If the document was issued between the date the casino requested it from him and the date of the winnings confiscation or possibly account closure, would the casino be able to let him verify himself and/or pay out his winnings?"

We accept rules about time limitations for KYC/verification, but we do not see a problem with the player responding after a longer time, ready to pass the KYC, with all the necessary documents available to provide, especially if no other rules were breached. If his claims about his passport are true, while he may have had a new passport issued only because of the casino's request or due to withdrawing his disputed winnings, why should it be a problem to let him verify? Why should his winnings/balance be confiscated?

In addition, if I understand it correctly, the casino states 6 months period for providing documents for KYC in its Terms and Conditions, not 30 days.

Thank you.

Dear CasinoGuru,

Thank you for your response.

Please note that we were waiting for updates and the document provision from the Player from June 19, 2024. The Player last contacted us on June 20, 2024, without providing specific dates for submitting the requested documents, after which he disappeared.

There were no updates from the customer, therefore, we considered it an evasion of KYC.

On July 19, 2024, our Verification department notified the customer of our final decision on his case following our Terms & Conditions. Unfortunately, the customer ignored our email message and only reached out on August 24, 2024, asking why his balance had been canceled. Then he disappeared again and only contacted us on October 15, 2024.

At this point, three months had passed since the request for documents, and a decision had already been reached.

Please note that all bets and winnings have been canceled due to the lack of KYC documentation following this rule: 

"In case of refusal or evasion of the KYC/AML terms (provision of forged, edited documents, non-provision of documents etc.), LionSpin has the right to charge from suspended LionSpin Account monthly maintenance fee in an amount of 100 (one hundred) EUR, cancel wholly or partially the Client's bets, winnings and Bonuses on all LionSpin accounts, refuse to return the deposited funds, block the LionSpin Account, compensate all costs incurred from the balance of the Client . If Client’s LionSpin Account remains suspended for more than 365 (three hundred and sixty five) days and/or the balance is 0 (zero) EUR, no further charge will be incurred and we may close your LionSpin Account at our sole discretion."

Kindly note that the rule "We reserve the right to suspend the LionSpin account indefinitely and cancel all previously placed bets, bonuses and winnings if the requested documents are not provided within six (6) months" does not apply to this case.

Please note that our LionSpin casino protects itself from risks associated with non-compliance with KYC/AML requirements. In case of violations by the user, the company is entitled to take strict measures, including withholding funds, account blocking, and account closure if necessary.

Thank you for your understanding.

Best regards,

Lionspin Casino Team

If so, could you please publish the content of the live chat inquiry between me and you from the beginning?

I cannot accept your unilateral action without adhering to the number of days stated in the terms of use. I should have explained to you on the live chat that it would take time to request the documents, but did you give me a specific date and time and inform me that if I did not submit the documents by this date, they would be confiscated?

I just checked the email that was supposed to arrive on July 19th, and it doesn't seem to be about forcibly confiscating everything in three months. (I only noticed this email today.)

There are certainly some issues with my delay in providing documents.

You can deduct the monthly maintenance fee. Please return the amount minus €400 for the four months from June to the account balance and then authenticate KYC again.

Would this be a mutually acceptable compromise?

If this is not allowed, please let me know if you sent me a warning notice in advance stating that all winnings will be confiscated.

I believe that bringing up the number of days that have passed since the terms of use (6 months) (1 year) and then making an arbitrary decision to confiscate the items without applying the number of days is an abuse of the terms of use by the operator.

それでしたら、当初からの私とそちらのライブチャットの問い合わせ内容を公開していただけますか?

利用規約に記載された日数をそちらが守らずに、一方的な措置にはやはり納得できません。私は書類の請求に時間がかかる旨をライブチャット上で説明をしているはずで、そちらは具体的に私に日時を指定されて、この日までに書類を提出しなければ没収するという案内を出しましたでしょうか?

7/19に届いたというメールを今確認しましたが、やはり3ヶ月で強制的に全てを没収するような案内ではありません。（このメールも今日初めて気付きました。）

私が書類の提供を遅れた不備はたしかに問題がある部分もあります。

月額維持費を引いて頂いて構いません。6月より4ヶ月分の€400を差し引いた金額を口座残高に戻していただき、その上で再度KYCの認証をお願い致します。

これがお互いが納得できる妥協点ではないでしょうか?

これが認められない場合は、事前に全ての賞金を没収するという警告案内を私に送られたかを教えて頂きたいです。

利用規約の経過日数（6ヶ月）（1年）これを持ち出された上で、日数を適用せずに恣意的な判断で没収というのは運営者による利用規約の乱用になるのではと思います。

Greetings all,

I am sorry for the delay.

Dear Lionspin Casino Team,

"Kindly note that the rule "We reserve the right to suspend the LionSpin account indefinitely and cancel all previously placed bets, bonuses and winnings if the requested documents are not provided within six (6) months" does not apply to this case."

• Why?
• Are there any other reasons for the casino not to let the user pass the KYC besides long delays in his replies and providing documents? If so, can you please be more specific, explain it in more detail, and provide us with supporting evidence confirming your claims?

Although we accept casinos have rules like this, for example, the one with the 30 days, we do not see a justified reason to confiscate users' balances if they do not reply or provide documents within this time frame or they get back later, after these periods expire.

Dear nameneko,

Can you please send a photo of your new passport to my email (branislav.b@casino.guru), with the Issue Date clearly visible?

Thank you.

I have submitted both sides of my passport.

Please check your email.

I didn't realize it had two sides, but was that okay?

If you need more, I'll submit it right away.

パスポートの両面画像?を提出しました。

メールのご確認お願いします。

両面というのが分からず、あれで良かったのか。

追加で必要でしたら直ぐに提出します。

Thank you very much for your email and the document you provided, nameneko. It should be alright. And yes - I am sorry, my mistake. I corrected my previous post. Somehow, I automatically put "both sides" there as usual regarding players' IDs. It was not necessary for a passport.

Dear LionSpin Casino Team,

The player provided us with his new passport, issued on August 15, 2024.

Can you please check my previous post and answer my questions directed to you?

In addition, did the casino receive his new passport and allow him to pass the KYC? If not, and only delays should be a reason to block/close his account and confiscate his balance, we cannot agree with such a decision. Therefore, if you are not able to answer my questions sufficiently and inform us (or prove) another breach or abuse, we recommend the casino re-initiate the KYC process and allow the player to complete it. Unfortunately, under the given circumstances or all the gathered information/details so far, if the casino's decision remains unchanged, without further clarification and supporting evidence, I am afraid I will not be able to close the complaint in favour of the casino.

Waiting for your confirmation about the final decision or further details regarding other breaches.

Thank you.

Dear CasinoGuru,

Thanks for getting back to us with your questions.

Kindly note that it is important for Players to send in the requested documents in a timely manner. This helps us keep everything fair and transparent, while also following the rules we’re required to stick to.

At LionSpin Casino, we have to protect ourselves against risks like non-compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations. If a Player doesn’t meet these requirements - for example, by delaying the submission of documents - we may have to take serious steps. These could include holding funds, suspending the account, or even closing it if necessary.

Also, we have sent more details to branislav.b@casino.guru, so please feel free to check there for additional clarification.

Our decision on this matter is final, and we appreciate your understanding.

Best regards,

The LionSpin Casino Team

> We will send you more detailed information, so please feel free to check it out for additional explanations.

The only explanation I received was that my passport was submitted late.

If you are explaining that I committed some other violation, could you please tell me specifically what I did?

If LionSpin is operating in the Japanese market, please understand the inflexibility regarding obtaining a Japanese passport.

For example, the application process must be completed within business hours, up until 6:00 p.m. on a weekday. This is quite strict for office workers.

In addition, in my case, there was a misunderstanding about where to apply for a passport at first, and I applied in my registered domicile, which takes at least four hours to travel from where I live to the prefecture where my registered domicile is located.

It will take about two weeks from application to delivery.

I am not planning on traveling abroad, and I already have a driver's license and a My Number card as identification. In this situation, it is difficult to arrange my days off to get the visa on a weekday.

I'm not trying to defend myself for the time it took me to get my passport. In general, I think it's quite difficult for a Japanese user who has a day job to get a passport in 2 weeks to 1 month.

I would be happy to adjust the monthly maintenance fee to €400. Could you please consider a compromise?

We would also like to thank Branislav for checking the terms of use.

>The period for submitting KYC documents is stated as 6 months, not 30 days.

I couldn't find any such sentence.

I would appreciate your help for a little while longer.

＞さらに詳しい情報をお送りしますですので、追加の説明についてはお気軽にそちらをご確認ください。

私が受けた説明はパスポートの提出が遅れたことだけです。

それ以外にも何か私が違反行為をしたという説明でしたら、具体的に何をしたのかを教えていただけませんか?

LionSpinさんは日本のマーケットで営業をされてるのでしたら、日本のパスポート取得に関する融通の利かなさを理解していただきたいです。

例えば申請の段階で、平日の18:00までの営業時間内でなければなりません。これはサラリーマンにはかなり厳しいんです。

加えて私の場合は当初パスポートの申請場所で誤解があり、本籍地で申請をしてしまいました。これは住んでる場所から本籍地の都道府県へ最短でも4時間ちょっとかかります。

申請から交付可能な日数も2週間程度かかります。

海外渡航をするわけでもなく、身分証明書も既に運転免許証やマイナンバーカードを所持しています。そのような中で平日に取得するために休みの調整をする行為は難しいのです。

自身の取得までにかかった時間を自己弁護するわけではありません。一般的に見ても日本のユーザーで昼職の者がパスポートの取得を2週間〜1ヶ月で受け取るのは中々難しいと思います。

私は月額維持費として€400までの調整には納得しております。お互いの妥協点を考えて頂けませんか。

Branislav様にも利用規約を調べていただきお手数をおかけしております。

＞KYC の書類提出期間として 30 日ではなく 6 か月と記載されています。

このような一文などは私では発見出来ませんでした。

今しばらくの間、お力を貸していただけますと助かります。

Thank you both for your replies.

Dear LionSpin Casino Team,

If you mean your email sent on November 5, 2024, it was reviewed completely, but basically, it does not change our position. In the meantime, the matter was also discussed internally with the team, which unambiguously confirmed the above-explained.

What was the player supposed to provide if he simply did not own a passport before August 15, 2024? It even looks like he had a new passport issued only due to LionSpin Casino and the KYC it initiated, while the casino closed his account much earlier than his passport was made.

Unfortunately, under the given circumstances, we have to insist on our position and recommend the casino re-initiate a new KYC process with the complainant and provide him with a chance to pass it with all the necessary documents.

Can you please confirm your final decision or provide us with further information/details requested in my previous posts?

Please note if the casino's decision remains unchanged, the complaint will be closed as 'unresolved', which will have a negative impact on the casino's rating/safety index on casino.guru.

Thank you for understanding. Looking forward to hearing from you.

Dear CasinoGuru,

Thank you for your response.

Please recheck your email address, branislav.b@casino.guru, on December 9, 2024, along with the repeated email message sent on December 13, 2024.

We appreciate your understanding.

Best regards,

Lionspin Casino Team

Hello,

Thank you for your response.

The email message was sent to you once again to branislav.b@casino.guru.

Kind regards,

Lionspin Casino team

Hello nameneko,

We would like to update you that due to Branislav, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Branislav has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Branislav will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I've got it.

It's New Year's time, so I imagine you'll be busy.

Please resume arbitration after the break.

承知しました。

年越しの時期となりお忙しいことと思います。

お休み後に改めて裁定の再開をお願いします。

Greetings all,

I am sorry for the delay (vacation, out of the office).

Dear LionSpin Team,

I checked it once again, but unfortunately, I have not received any of your emails after the one you sent to me on November 5, 2024.

Can you please provide screenshots confirming you sent me the mentioned emails with the dates when they were sent?

However, I do not know about any technical issues with my email and I receive other emails without problems. Therefore, as I mentioned, please find my Skype above, in one of my previous messages, and contact me there. We can continue the external discussion there.

If it is impossible for any reason, please suggest a relevant solution to how we can connect with each other to discuss the matter in detail. Email is probably not a good option anymore since I cannot receive your emails. They do not reach me at all.

Thank you. Looking forward to hearing from you.

Dear CasinoGuru,

Thank you for your response.

We have contacted you via Skype with the relevant details.

Best regards,

Lionspin Casino Team

Thank you for contacting me outside the thread, Lionspin Casino Team. I confirm I received your message on Skype.

Can you please check the communication on Skype and provide additional details? I replied there a while ago.

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Dear Lionspin Casino Team,

Thank you for contacting me outside the thread. Finally, a way to discuss the matter.

I replied to your messages a while ago. Please check our Skype chat and inform me about the casino's final decision.

Thank you. Looking forward to hearing from you.

Greetings all,

Since I cannot decide about the result of the complaint myself, and I need to follow our internal rules and processes, I am setting up the timer for myself/casino.guru, and I will try to discuss the matter internally with the responsible people once again.

Once I have any news or updates, I will inform you here.

Thank you for your patience and understanding, and I am sorry for the dragging out the process and the inconvenience caused.

Will there be a decision within the next 10 days?

Looking at the public exchanges between the two of them, it seems as though LionSpin will refuse to withdraw funds no matter what the conclusion is, which is worrying.

あと10日以内に結論が出るのでしょうか?

公開されているお二人のやり取りをみますと、LionSpinさんはどのような結論が出ても出金を拒否するように見えて不安です。

I hope so, but we will see, nameneko.

Hello,

Extending the timer once again.

Update - I got in contact with another casino representative, who could be our last chance to achieve something here. However, there is an ongoing process on the casino's side, which is taking more time than expected.

I will share any relevant news as soon as I have any.

Thank you for your infinite patience and understanding.

Hello

I contacted another casino representative.

Does this mean that you are in contact with a different person at LionSpin?

こんにちは

別のカジノ担当者と連絡を取りました。

これはLionSpinさんで異なる担当者と連絡が進んでいるということでしょうか?

Yes, nameneko, exactly. However, since it is a completely new and different person, it may take longer, again, as before with any other casino representative I was in contact with.

Extending the timer once again. But, this time I informed the casino representative that this is probably the last call and chance for the casino to reconsider its decision and/or provide us with further details/evidence that could change our position. So, if nothing relevant is provided until the current timer expires ( 7 days from on) or the casino is not able and willing to recommend our recommendation on how to sort it out, I will be probably forced to close the complaint as 'unresolved'.

I sincerely believe we will address the matter soon.

Thank you again for your patience and understanding.

Greetings all,

I am sorry for the delay.

Dear nameneko,

Unfortunately, the casino representative confirmed (again) that the casino's decision regarding the matter remains unchanged. Therefore, based on all the above-stated and the casino's final decision, we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - you can contact the gaming authority the casino is regulated by (GCB) and submit a complaint directly to the regulator. Although they currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Feel free to find more HERE or our article about regulators' complaint processes generally HERE.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime. I sincerely believe they will use this option in the future.

Best regards,

Branislav, Casino.Guru