NYspins Casino - Pelaajan kotiutus viivästyy asiakirjojen varmentamisen vuoksi.

Nyspins are taking an unnecessary amount of time to verify my documents and release my funds. I have multiple withdrawals pending. I initially verified my documents via their website and the software they use marked these documents as acceptable. When I heard nothing after 48 hours I spoke to their customer service who said I was in a queue for the documents to be reviewed and to wait. I then waited a further 48 hours and spoke to them again, this time they escalated my query to the verification department who emailed me back within an hour to reject my passport photo. They have said there was a corner of the image missing, I have checked the image I submitted again and there are all 4 corners visible. I have sent another photo of my passport today. I am now waiting for them to review this document. They are unable to tell me how long this process will take. It is now 7 days since I requested my withdrawal. Having used multiple online casinos and bookmakers I have never been made to wait this long for a withdrawal or verification and I believe the process is unfair and unnecessarily drawn out.

Dear JimmyJack,

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 can 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.

• Could you please list which documents you have already provided during verification?
• Do I understand correctly that the casino accepted all but your ID documents?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding 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 in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear JimmyJack,

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