SpinsBro Casino - Pelaaja kamppailee tilin vahvistamisessa.

It is already more than a month that I am unable to get a payment from Spinsbro casino. I have done a face recognition verification already and sent them a copy of my utility bill. But the automatic program of the casino verification keeps rejecting my utility bills one after another. I already ran out of options after uploading 3 different bills for the casino all of which were rejected. I asked the casino suppot numerous times to accept my documents manually. They refuse to do so and ask me to upload the documents to the automatic program where they promptly get rejected.

I have a suspicion that the program is intentionally set to refuse any document that I upload. This is unacceptable situation where casino stalls withdraw and transfers all the responsibility for this to the computer program which, in turn, is 100% contolled by the casino people themselves.

Dear emirovi806,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verification of your residence is the last obstacle before your account is fully verified? Have you provided all the required documents in the correct format?

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

It appears that address verification is the final step required for my account to be verified. However, the computer program is declining my copies without providing any clear explanations or giving inconsistent reasons for rejecting the same document. It's evident that the system is flawed, but every time I ask the casino support team to assist, they insist that I follow their automatic verification process only. Their response is typically, "Please upload your documents again to have your account verified and enjoy our platform." They sent me this same reply, offering to enjoy my troubles with the verification at their casino - 3 times!

Unfortunately, I seem to be stuck in a loop, and it seems like the casino's true intention is to delay my withdrawal indefinitely. As previously mentioned, I have exhausted all utility bill options in my name, and I'm left with the flawed verification process (or possibly dealing with a rogue casino).

Thanks for the explanation, emirovi806.

Would you be able to send me the communication between you and the casino regarding the issue to my email at tomas@casino.guru? I'll await your reply.

Below is the email which the casino sent to me 3 times in a row as a response for my call to help. It looks like they are not eager to truly communicate with me regarding my problem.

*****

We would like to inform you that we have reset the documents you have sent to our automatic verification software.

Please upload your documents again to have your account verified and enjoy our platform.

Please provide a valid proof of address. It should meet the following requirements: it could be either a utility bill, bank/credit card statement, tax invoice or other government-issued residential statement/certificate which is no more than 3 month(s) old.

Please note that we don't accept screenshots, mobile phone bills, medical bills, purchase receipts or insurance statements.

Thank you for your understanding.

Regards, Finance Department

Could you please describe what documents you tried to upload for the purpose of the utility bill, and what format did you use, please?

I made a live face verification at their website several times. Because every time when they rejected my utility bill - they reset the system so I nedeed to go through the same Face verification for 3 times. I also uploaded my utility bill in jpeg format.

Hello Emimix15 and CasinoGuru team!

We are sorry for the inconvenience with our automatic KYC software. Please check your email to pass KYC verification manually.

Best regards,

SpinsBro Casino Team

Thanks to both parties for the reply.

Dear emirovi806,

Please let us know how the verification of your documents went and if you need any further assistance.

I'll await your reply.

Payment received in full. Big thank you, Casino.guru team!

Dear emirovi806,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and SpinsBro Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru