Piperspin Casino - Pelaajan kotiutus viivästyy vahvistusongelmien vuoksi.

Good morning, let me explain the problem. I have a withdrawal of €470 from PiperSpin, accrued from a sports welcome bonus, pending for over a month. The issue is account verification: liveness check passed, documents approved. Proof of funds REJECTED.

The problem is that their request is impossible. I sent the Revolut statement (PDF file, not screenshots!) containing the transaction to them, but it was rejected. However, they asked me for a different proof of funds CONTAINING the transaction made on their website. This conversation has happened three times in live chat with three different operators and is continuing via email with the staff. I'm truly exhausted.

Among the attachments I also add the photo of the email I sent him today, desperate... I reached the attachment limit but in the email I sent him the time of the transaction to the site (the only transaction I made), and the screenshot of my transaction from Revolut and a screenshot of the Revolut statement that they keep rejecting where I look for the transaction I made (foolproof)

Buongiorno, vi spiego il problema. Ho un prelievo di 470€ da piperspin, maturati da un bonus sport di benvenuto, in corso da più di un mese. Il punto è la verifica dell'account: liveness check superato, documenti approvati. Prova dei fondi RIFIUTATA.

Il problema è l'impossibilità della loro richiesta, io mando l'estratto conto revolut (file pdf., non screenshot!!) contenente la transazione verso loro, ma me lo rifiutato. Chiedendomi però una prova di fondi diversa CONTENENTE la transazione fatta al loro sito. Questa conversazione è successa tre volte in live chat con tre operatori diversi e sta continuando tramite mail con lo staff. Sono veramente esausta.

Tra gli allegati vi aggiungo anche la foto della mail che gli ho mandato oggi, disperata... ho raggiunto il limite di allegati ma nella mail gli mandavo l'orario della transazione al sito (l'unica transazione che ho fatto), e lo screenshot della mia transazione da revolut e uno screenshot dell'estratto conto revolut che mi continuano a rifiutare dove cerchio la transazione che gli ho fatto (a prova di scemi)

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and 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, 

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear Lina1111,

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.