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Very frustrated with casino. Have sent multiple documents bank statements , identification, proof of address.

verification process keeps being declined. All my documents are only online. I do not have paper copies. I have been trying for a week now to withdraw my winnings. Please help

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Duffspin Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when attempting to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good Afternoon,

I am still able to log into the account.

No bonus was used, I won the amount on slots.

i have sent multiple emails with no response. The online chat is no help.

all my documents just get refused. Which is crazy because they are the same documents I used for a mortgage. It just makes no sense

Thanks for the explanation.

• Could you please share with me your communication with the casino regarding the issue, or any other supporting evidence of the incident? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your reply.

Dear Chels30,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru