I have a question to ask (page 2)

No worries, it’s good that you’re stepping in. If I’ve understood correctly, it’s a bonus—sort of like a form of assistance—that you have to wager, but they end up keeping that specific amount. They said it’s in the terms and conditions, but honestly, who actually reads a massive wall of text full of rules?

The problem is with Gemspins Casino; the first time, they voided my withdrawal for no reason—I’ve already written about that in another post. Now, with my second withdrawal, things have gotten stuck at the identity verification stage. I don’t have any issues with other casino.

We can probably consider the payment issue with Orion Bet resolved.

I am glad that the situation was eventually clarified, and I hope that similar matters will be communicated more clearly and understandably in the future.

Oh, thanks. Now I get it. And to be honest with you too, quite a long time ago I decided I wasn’t interested in playing with bonuses anymore, or bonuses in general.

I realised that figuring out whether a bonus is even worth taking, and what conditions come with it, requires a lot of reading and comparing which rules take priority over others. So I really understand you on this. 😁

And thanks for clearing up the Gemspins situation for me. That’s the ID card issue. Yeah, got it....

I write it more formally....

Over the last few days, my situation has changed as follows:

1. Wagering & Winnings: I successfully completed the wagering requirements of a bonus that the casino sent me via email. I managed to win 500 Euros from that bonus, which legally converted into real, withdrawable cash. After that, I continued playing with my real balance and managed to increase my total winnings to 900 Euros.

2. The Verification (KYC) Issue: The casino rejected my old Greek National ID card. The reason for the rejection is that older Greek IDs do not feature an expiration date, which caused their automated verification system to reject it as invalid. I have already applied for the new type of Greek ID card (which includes an expiration date) and I am currently waiting to pick it up from the police station to send it to them.

3. Current Technical / Login Block: today, I have been completely locked out of my account. When I fill in my credentials and try to log in, a small pop-up message appears on the screen saying exactly: "Signing in. Good luck!". However, the page just stays frozen on this message forever and never grants me access to my profile or my 900 Euros balance.

I have already sent an email to the casino's support (support@gemspins.com) and banking department (banking@gemspins.com) explaining that I am waiting for my new ID card, but I am deeply worried because this login freeze happened right after my big win.

I am afraid they are using this as an excuse to block me or delay my payment. I would appreciate your intervention to make sure my account remains secure and that I will be able to withdraw my 900 Euros as soon as I receive my new ID.

Thank you for your ongoing assistance.

Thank you for explaining the situation in detail. The rejection of an older Greek ID without an expiry date may be caused by the casino’s automated verification system, so obtaining the new ID and submitting it once you receive it sounds like the right next step.

The login problem should be treated separately from the verification. A frozen "Signing in. Good luck!" message may be a technical issue, and by itself it does not prove that the casino has blocked your account because of the winnings. Try logging in from another browser or device, and clear the browser cookies and cache first. Keep a screenshot or screen recording of the error.

You have already informed the relevant departments that the new ID is pending, which is good. Once you receive it, submit it promptly and ask the casino to confirm in writing that your account and €900 balance remain intact while verification is completed. Please avoid further play if you regain access until the verification and withdrawal situation are clear.

Thank you very much, Jaroslav, for your ongoing support. I’ve done everything required and am now waiting. The issue is that they haven’t responded to any of my messages... I will have my new ID card in hand by Wednesday or Thursday. I even tried logging in from my brother’s PC at a different house—using a different internet provider—but the connection still won’t go through.