Spinch Casino - Pelaajan kotiutus viivästyy KYC-ongelmien vuoksi.

Hi. I have a win on Spinch casino. They sent me kyc and I uploaded all the documents they asked for. Everything was approved so I requested my withdrawal. After that they sent another kyc to me asking for a selfie with passport and a note. I uploaded it as well and at this point a real quest started. I have already uploaded more than 6!! different selfies which correspond to all the requirements. Information on my passport and note is clear and visible, picture is good quality. When they told me that elbow must be also visible in the picture I took the selfie again and uploaded it. But every time they would come up with a different extra requirement and reject my selfie. It seems to me that the casino just doesn't want to pay out my win and makes up excuses. Could you please help? I'm desperate.

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Dear 7ismyluckynumber73,

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

• Could you please let me know which other verification documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• What specific reasons did the casino provide for rejecting your selfies?

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

Petra

Hi. I have already provided driver's license, proof of address, Mifinity screenshots as a proof of payment method and selfie with my license. I provided all the documents as soon as possible and all those documents I mentioned had been accepted and verified. I provided last selfie with driver's license and a note with a date 2 days ago. Before that I uploaded 5 more same selfies but they all were rejected even though they met all the requirements. Specific reason why they rejected it - both hands must be visible. On my last selfie which I uploaded 2 days ago both hands ARE visible and they still rejected it.

Thank you for your reply and for providing the previous details, 7ismyluckynumber73.

• Were you given any guidelines or requirements regarding the selfie format or specific details to include?
• Did you receive any communication from the casino after your last submission?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi. Yes, but every time I submitted a selfie the would come up with new requirements. First one arm should be fully visible, next both arms should be fully visible and so on. How is that even possible to take a selfie if both arms are in the picture. Or should I have grown a third arm for that. Yes, casino sent me an email saying that my last selfie was rejected as well even though it fit all their requirements. I have a chat with VIP manager and emails with rejections from them. Will resend all to the email address you provided.

Dear 7ismyluckynumber73

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear 7ismyluckynumber73,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Spinch Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Spinch Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal and verification issue.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

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.

We are extending the timeframe for this matter, as I am currently reaching out to the casino outside of this communication. I will keep you informed of any updates as soon as I receive them.

Dear 7ismyluckynumber73,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at hadi.a@casino.guru