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on the 2nd of February, i won 5416€ on Need for Spin Casino. I then followed the process to verify my account. I did the selfie via link and went to upload my passport and realised there was an autofill typo on my profile which meant the day and month of my date of birth was not correct. I contacted live chat who notified me that in order to change this i must email support. I have been emailing support and KYC for the last week every day to change the date of birth on my account. Not one email has been responded to or my date of birth has been changed.

After my account got locked.

"2.4You must provide us with correct personal data during registration, which includes your name, surname and date of birth, as well as contact details, address, phone number, and email (hereinafter referred to as the "Personal Data") and keep your details up-to-date."

"2.6.1To prevent fraud and to add an additional layer of security to your transactions, Need for Spin performs identity verification and payment authentication: - An account owner must complete the account verification before withdrawing funds."

I never intended

Hello davilla,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? What date did you enter during registration and what is the correct one? Is every other personal details registered correctly? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

All my document has been approved. By the third party verification team Upload documents webcam live selfie

and extra docs.

Just received this email

" We kindly ask you to pay attention that the date of birth inserted on our casino is different from the date of birth on your document.

If you have any questions, we will be happy to help you by Live Chat or email kyc@needforspin.com"

So I tried to change it and it was impossible. It was impossible for 2 weeks. Casino was just unresponsive.

Dear Davilla,

Thank you for reaching out to us and providing detailed information about your experience.

After thoroughly investigating your case, we have discovered that the date of birth initially provided during your account registration could not be verified as accurate. Regrettably, this discrepancy was not reported in a timely manner, which led to its rejection during the verification process.

We understand the frustration this situation may cause, and we genuinely sympathize with your experience. In an effort to demonstrate our commitment to fairness, we have refunded your deposit in the amount of 198.88 EUR to your original payment method, despite our standard policy of not refunding lost deposits once they have been played (as stated in section 10.2 of our terms and conditions).

Furthermore, we would like to kindly remind you that this complaint was initially raised on AskGamblers, and has been marked as resolved.

If you have any further questions or concerns, please do not hesitate to contact our support team. We value your feedback and are here to assist you.

Best regards,

Need for Spin Casino Representative

I am sorry I have made a mistake with my date of birth the rest was all correct.

I was verified 100% by your third party document department. ID, liveliness selfie, Proof of address

I am the person in question. I risked my money and won a big amount. Now you want me suffer, no double accounts were made, no fraud is committed. Just clicked to fast. Your staff attended me on the wrong date of birth, I got multiple messages I tried to revise it for 1 week. It's just a change in the system nothing more.

Needforspin chose not to pay me. The casino has a fine reputation would be nice to resolve this as well.

Dvilla

You sent 4 emails like this and I was in no way to change it. It have been requesting it.

Hello davilla,

Did you contact the casino in order to change the date of birth prior to verification or during the verification process? Is there any evidence of your first request to change it? If yes, please forward it to nikolas.b@casino.guru.

Sent.

Also I never abused them with anything or had a double account!

Hello davilla,

Can you please answer to my previous questions? Did you contact the casino regarding the wrong date or they did? Was it before the verification or during?

Hi,

It was during not after. I did the selfie via link and then went into chat to change my DOB. They told me to email which i did many many times and they never reply. I went on chat even to chase it who said it was in a queue to be changed so the Casino was well aware of my request, they just did nothing about it.

I was the first to contact the Casino about it.

Hello davilla,

Can you please clarify what date did you enter into the casino registration form and what should be the correct one?

I registered on the 02nd of February and notified the Casino the same day about the date of birth issue so it was raised in a timely manner. My date of Birth is 25-06-1969. 18-09-1969 was the auto fill on the Casino account.

Hello davilla,

After further review of the case, we also will be forced to agree with the casino. Unfortunately, once you provide false information, they have right to confiscate the winnings and even block the player's account.

If it was truly a honest mistake, I would recommend to contact the casino's licensing authorities as they might be the last one to be able to help you, yet still not guaranteed.

I'm really sorry that we could not be more of a help but as you did breach the casino terms, our hands are tied.

Is there anything else we could assist you with?

Dear davilla,

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.

I will try but this isn't fair. I never committed fraud or do anything wrong just to miss click something

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.