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I'm trying to verify my account but they are asking for TOO MANY DOCUMENTS, specifically, they asked me for documents to verify my address which I sent, but they've asked me for further documentation to verify my address again.

I have attached images as you can see, one document for verifying my home address has already been accepted, however, they have requested additional proofs of address, which I have submitted, but these have yet to be reviewed. A terrible casino indeed.

Estoy intentando verificar mi cuenta sin embargo piden DEMASIADOS DOCUMENTOS, es decir, me pidieron documentos para verificar mi direccion los cuales envie sin embargo me han vuelto a pedir mas documentos para verificar mi direccion.

Adjunto imagenes como pueden ver ya fue aceptado un documento de domicilio sin embargo me vuelven a pedir mas documentos de domicilio los cuales envie y hasta el momento no los revisan. Pesimo casino

Dear Akalix12,

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.

• Do I understand correctly the account verification of the proof of address has been pending for 4 days now?
• Have you received any additional responses from the casino regarding your newly submitted documents?
• When was the last time you received a response from casino support?

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,

Tomas

Hello, I have played in many betting houses and none of them have asked me to verify the same thing twice.

They asked me for a document to verify my address and I accepted it, then I was surprised that they asked me for another document to verify my address again which I sent again and until now there is no response, it should be noted that I have already verified SELFIE WITH DOCUMENT AND IDENTITY DOCUMENT, the only thing missing is that but they delay it.

Yes, 4 days ago I sent my document.

I have not received any response.

It was yesterday but they only tell me that they escalated the situation and that I should wait. I'm still waiting and no one responds yet.

Hola he jugado en muchas casas de apuestas y en ninguna me han pedido verificar 2 veces una misma cosa.

Me pidieron un documento para verificar mi dirección y fue acepto, luego me doy con la sorpresa que me vuelven a pedir otro documento para verificar mi dirección nuevamente el cual volvi a enviar y hasta ahora no hay respuesta, cabe recalcar que ya tengo verificado SELFIE CON DOCUMENTO Y DOCUMENTO DE IDENTIDAD, solo faltaria eso pero lo retrasan.

Si, hace 4 dias envie mi documento.

No he recibido respuesta alguna.

Fue el dia de ayer pero solo me dicen que escalaron la situacion y que debo esperar. Sigo esperando y nadie responde aun.

Hello, I would like to add information.

Exactly 6 days have passed since I sent my documents, however to date they have not reviewed them, today I contacted customer service and they told me to send the documents even though I already sent them. I attach the screenshots of the chat with customer service and also the capture of the documents sent that are still pending. The shipping date of each pending document appears there.

Hola quisiera agregar informacion.

Han pasado exactamente 6 dias desde que envie mis documentos sin embargo hasta la fecha no me los revisan, el dia de hoy me comunique con atencion al cliente y me dijeron que envie los documentos a pesar de que ya los envie. Adjunto las capturas de pantalla del chat con atencion al cliente y tambien la captura de los documentos enviados que aun siguen en pendiente. Ahi aparecen la fecha de envio de cada documento que sale en pendiente.

Update Today they sent me an email telling me to send documents that I had already sent previously. I don't understand, they ask me for documents, I send them and they accept them but then they ask me again to send the same documents.

Actualizacion el dia de hoy me mandaron un correo diciendome que envie documentos que ya envie anteriormente. No entiendo me piden documentos, los envio y ellos los aceptan pero luego me vuelven a pedir que envie los mismos documentos.

Last update, I uploaded the documents that they asked me for on 9/2 but they have not reviewed them so far.

After sending many emails to spinbookie on 2/16 they sent me an email saying that I must send some documents (which I had already sent) this casino is totally fraudulent you make many excuses for not verifying an account and I have no doubt that when my account It is verified, if it can be verified, there will also be problems with withdrawing my money.

Attached is a screenshot where I have sent again THE SAME documents that I sent previously.

Ultima actualizacion subi los documentos que ellos me pidieron el dia 9/2 pero no los han revisado hasta el momento.

Luego de enviar muchos correos a spinbookie el dia 16/2 me envian un correo diciendo que debo enviar unos documentos (los cuales yo ya habia enviado) este casino es totalmente fraudulento pones muchas excusas para no verificar una cuenta y no dudo que cuando mi cuenta este verificada si esque se puede verificar tambien habran problemas con retirar mi dinero.

Adjunto captura donde he vuelto a enviar LOS MISMOS documentos que envie anteriormente.

Thank you very much, Akalix12, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Akalix12,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

In the meantime, would you mind sending the documents you uploaded for verification to me as well so that I can review them and understand better the possible reason the casino hasn't accepted them? My email is natalia.b@casino.guru

Dear Spinbookie Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello Natalia!

The problem is not that they do not accept the documents, the problem is that they do not even review them.

That is to say, they ask me to send documents which I already sent, however a week passes and they do not give me any response because they have not reviewed them yet, so I contact the casino and they ask me again to send the same documents that I had already sent. at first without even checking them.

I've been trying to verify my account for a month.

Hola Natalia!

El problema no es que no acepten los documentos, el problema es que nisiquiera los revisan.

Es decir ellos me piden que envíe documentos los cuales yo ya envié sin embargo pasa una semana y no me dan respuesta alguna porque aun no los revisan por ende me comunico con el casino y me vuelve a pedir que envíe los mismos documentos que ya había enviado en un inicio sin siquiera revisarlos.

LLevo un mes intentando verificar mi cuenta.

Hi,

there is not much I can say due to data protection but here is some advise: If you make sure your Proof of address is not blurry, then it will probably be accepted.

KYC procedure is a very tricky thing and every operator has rules to follow. So if any of the important lines that is needed for the KYC is blurried, it will not be accepted.

So please double check what you uploaded and if you see anything not being sharp, upload it again.

Also note, verification usually happens within 3 working days. You uploaded your latest documents on Friday evening. With the weekend in between, its not even 1 working day that passed until now.

There is nothing else I can do from my end

/Franzi

I uploaded them on 9/2 in a clearer way and their response was to resend the documents as if I had never uploaded them. The documents from 9/2 have not been reviewed to date and 10 days have already passed or am I wrong? The fact that they were uploaded again on 2/16 does not change the fact that they have not reviewed the documents since 2/9.

On 2/16 you asked me to send a selfie again with my ID that I had already sent on 2/9 and according to you it was ACCEPTED as it appears in the first screenshot.

So, you check my selfie with ID but you don't check the address document?

Anyone can figure out what they're up to.

This is the "fuzzy" address document

Los subi el 9/2 de una forma mas clara y su respuesta fue que vuelva a enviar los documentos como si nunca los hubiera subido. Los documentos del 9/2 no han sido revisados hasta la fecha y ya pasaron 10 dias o me equivoco? Que los haya vuelto a subir el dia 16/2 no cambia el echo que no hayan revisado los documentos desde el dia 9/2.

El día 16/2 me pediste que vuelva a enviar un selfie con mi documento de identidad que yo ya habia enviado el 9/2 y según ustedes fue ACEPTADO tal y como aparece en la primera captura.

Entonces, revisas mi selfie con documento de identidad pero no revisas el documento de direccion?

Cualquiera se puede dar cuenta de lo que traman.

Este es el documento de dirección "borroso"

Dear Akalix13, have you tried to upload your proof of address in a better quality?

The thing is that the file you attached to your last response is indeed blurry when I open it in another tab and zoom in. But if I download the picture, it's not blurry. So I'd recommend you try uploading a new photo, probably it's worth trying another camera with a better quality.

Hello! I already uploaded a proof of address in much better quality, I attach it here.

Another thing, I previously sent a proof of address which was ACCEPTED, however, they asked me for an additional proof to verify my address which seems strange to me, I attach an image of the proof accepted on 02/06.

Hola! Ya cargue un comprobante de domicilio en mucha mejor calidad, lo adjunto aqui.

Otra cosas mas yo anteriormente ya envie un comprobante de domicilio el cual fue ACEPTADO, sin embargo, me pidieron un comprobante adicional para la verificacion de mi domicilio lo cual se me hace raro, adjunto imagen del comprobante aceptado el dia 6/02.

Since I sent my document it was 02/21, according to them, it takes 3 business days at most.

22,23,26,27,28 have passed and today is the 29th. 6 business days in total and no one gives me any answer, this is too strange.

There are two things: either the spinbookie document verification team is totally INEFFICIENT or it is a FRAUDULENT bookmaker.

Desde que envie mi documento fue el 21/02 segun ellos son 3dias habiles que demoran como maximo.

Han pasado 22,23,26,27,28 y hoy 29. 6 dias habiles en total y nadie me da ninguna respuesta, esto es demasiado raro.

Son dos cosas o el equipo de verificacion de documentos de spinbookie es totalmente INEFICIENTE o es una casa de apuestas FRAUDULENTA.

Update

My account was verified however I am having problems withdrawing my money (as I assumed previously)

I deposited through a bank account, however when I want to withdraw there is no bank account option, okay.

Then they tell me that I cannot withdraw elsewhere without first depositing through that means, so I made a deposit of USDT for trc20 for the amount of 55 usdt, however so far it has not been credited to my betting account.

Once accredited, I will try to withdraw my money by that means but I suppose there will still be problems.

Actualizacion

Mi cuenta fue verificada sin embargo estoy teniendo problemas para retirar mi dinero (como lo supuse anteriormente)

Yo deposite por medio de cuenta bancaria sin embargo al querer retirar no hay la opcion de cuenta bancaria, okey.

Luego me dicen que no puedo retirar por otro lugar sin antes depositar por ese medio, entonces hice un deposito de USDT por trc20 por el monto de 55 usdt sin embargo hasta el momento no se me es acreditado en mi cuenta de apuestas.

Una vez acreditado intentare retirar mi dinero por ese medio pero me supongo que seguiran habiendo problemas.

Dear Akalix12, thank you for the updates. It's nice to hear that your account was verified.

As for withdrawals, it happens often that not all payment methods are available for both deposits and withdrawals because it may depend on 3rd party payment providers and casinos cannot, unfortunately, change it.

I hope that withdrawal via crypto will work for you. A deposit was required to verify this payment method. Let us know when the funds will be finally credited to your account and when you'll be able to request a withdrawal.

Hello, since 1/03 I made the deposit through trc20 and so far they only tell me that the department will review it, however the balance does not appear in spinbookie, it is not that difficult to verify the balance.

Hola desde el 1/03 que hice el deposito por trc20 y hasta el momento solo me dicen que el departamento lo revisara sin embargo el saldo no aparece en spinbookie, no es tan dificil verificar el saldo.

Update.

The funds have already been added to my account and I have also played the funds, however when I want to withdraw my money they won't let me, I get a message.

My account has already been verified, however they won't let me withdraw my money.

Actualizacion.

Los fondos ya fueron agregados a mi cuenta y tambien ya jugue los fondos sin embargo al querer retirar mi dinero no me dejan me sale un mensaje.

Mi cuenta ya fue verificada sin embargo no me dejan retirar mi dinero.

Update:

They won't let me withdraw through trc20 even though I made a deposit through that means.

They tell me that I must withdraw by bank transfer, which is why I don't have any problem, but that type of withdrawal is not implemented on the website.

Then I explained the situation to them that since it is not implemented on their website that is why I made a deposit for trc20 to be able to withdraw through that means, however they keep telling me that I should withdraw there but there is no way to do it since it is not in the Web page!

Actualizacion:

No me dejan retirar por medio de trc20 a pesar que hice un deposito por ese medio.

Me dicen que debo retirar por transferencia bancaria por lo cual yo no tengo ningun problema pero en la pagina web no esta implementado ese tipo de retiro.

Entonces les explico la situacion que ya que no esta implementado en su pagina web por eso hice un deposito por trc20 para poder retirar por ese medio sin embargo me siguen diciendo que debo retirar por ahi pero no hay forma de hacerlo ya que no esta en la pagina web!

Thank you for the updates, Akalix12.

Dear Spinbookie Casino, could you please explain how the player is supposed to request a withdrawal via Bank Transfer if this option is not available in their cashier? Have you offered to process the manual withdrawal and asked for the bank details?

Hello Natalia!

First, thank you for all the help that you and your entire team are giving me, so far I have not received a response from the casino.

Explain that the option to withdraw by bank transfer does not appear on your betting site, however they keep telling me to withdraw by that means, I also explained that for that reason I made a deposit for trc20 to be able to withdraw by that means since it must be withdrawn through the same deposit method but so far they still do not allow me to withdraw through trc20.

I cannot withdraw by one means or the other and, quite apart, I also told them in an email what data they needed to be able to make a manual transfer, however they ignored that message and did not give me a response.

Hola Natalia!

Primero agradece por toda la ayuda que me esta dando usted y todo su equipo, hasta el momento no recibo respuesta del casino.

Explique que la opcion de retirar por transferencia bancaria no aparece en su sitio de apuestas sin embargo me siguen diciendo que retire por ese medio, yo tambien explique que por esa razon hice un deposito por trc20 para poder retirar por ese medio ya que se debe retirar por el mismo medio de deposito pero hasta el momento siguen sin habilitarme poder retirar por trc20.

No puedo retirar por un medio ni por el otro y muy aparte tambien les dije en correo electronico que datos necesitaban para poder hacer una transferencia manual sin embargo ignoraron ese mensaje y no me diieron respuesta.

Update:

The FRAUDULENT house SPINBOOKIE sent me an email telling me to choose the way I prefer to withdraw, however when trying to withdraw through TRC20 it does not allow me to withdraw and the message appears: "Address is not present. Please update your account and try again"

Even though I already made a deposit through that means.

Actualizacion:

La casa FRAUDULENTA SPINBOOKIE me envio un correo diciendome que escoja la forma que yo prefiera para retirar sin embargo al intentar retirar por TRC20 no me deja retirar apareciendome el mensaje: "Address is not present. Please update your account and try again"

A pesar que yo ya hice un deposito por ese medio.

Update:

They keep saying that I must withdraw using the same method by which I deposited but as I said before, the option is not in their betting house, so; They told me that if I want to withdraw by another means I must make a minimum deposit through the means I want to use, which is ALREADY MADE, but it seems that the people at this FRAUDULENT betting house simply do not want to pay, they are people or professionals.

I attach deposit by trc20 and email from the betting house.

Actualizacion:

Siguen diciendo que debo retirar por el mismo metodo por el cual deposite pero como dije anteriormente no esta la opcion en su casa de apuestas, entonces; me dijeron que si quiero retirar por otro medio debo hacer minimo un deposito por el medio que deseo utilizar el cual YA ESTA ECHO pero parece que la gente de esta casa de apuestas FRAUDULENTA simplemente no quiere pagar, son personas 0 profesionales.

Adjunto deposito por trc20 y correo de la casa de apuestas.

Update they just accepted my withdrawal for trc20 and they say I have to wait 3 business days.

Let's hope there are no problems sending me the money.

Actualizacion acaban de aceptar mi retiro por trc20 y dicen que debo esperar 3 dias habiles.

Esperemos no hayan problemas para que me envien el dinero.

Thank you for keeping us informed, Akalix12. Please, let us know if your withdrawal will be successful.

This is the last straw, it even makes me laugh haha.

They are asking me for a selfie with my ID next to my face (which I had already sent previously and was verified) and a telephone bill showing the number that was registered at the betting house.

As you can see above, I sent the selfie 2 times and it was already accepted.

In truth, I am tired of this, I have played in more than 30 houses and in NONE of them has the process been this way, in all of them the verification process has not taken more than 2 days and a withdrawal did not take more than 1 day.

I think this whole conversation is enough evidence to see that SPINBOOKIE is a FRAUDULENT house.

Please, casinoguru team, could you give me direct contact with the spinbookie regulatory body so I can start a process there. Thank you so much.

Esto ya es el colmo, hasta risa me da jaja.

Me estan pidiendo un selfie con mi dni al costado de mi cara (el cual ya habia enviado anteriormente y fue verificado ) y una factura de telefonia donde se vea el numero que se registro en la casa de apuestas.

como pueden ver encima envie el selfie 2 veces y ya fue aceptado.

En verdad ya estoy cansado de esto, he jugado en mas de 30 casas y en NINGUNA de ellas el proceso ha sido de esta forma, en todas no se ha demorado mas de 2 dias un proceso de verificacion y un retiro no se demoraba mas de 1 dia.

Creo que toda esta conversacion son suficientes pruebas para ver que SPINBOOKIE es una casa FRAUDULENTA.

Porfavor equipo de casinoguru podrian pasarme el contacto directo con el organo regulador de spinbookie para poder comenzar un proceso en ese lugar. Muchas gracias.

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.

Dear Akalix12,

Unfortunately, the casino stopped responding and I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/ or complaints@gamingcommission.ca) or Curacao Antillephone (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authorities have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). This article can also help you: https://casinoguru-en.com/submitting-complaints-to-regulators

I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

Hi everyone,

We have received the following message from the player:

„Spinbookie finally paid my money in full, I know that without you this would not have been possible. Thank you very much Casino Guru but I also warn everyone about this casino, it is a bad casino, I would never recommend it or use it again in my life."

Based on the confirmation from the player, I will now change the status of the complaint to "resolved".

Thank you, Akalix12, for these updates. I'm glad to hear that your problem was finally resolved. We would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru