Starz Spins Casino - general discussion (page 2)

I get this is unpleasant and I wish I had any insights yet only the casino can explain this lack of contact, I'm afraid... But I'd say you're doing what you can; the casino, however, should perform much better. The sad truth is that chat agents are not generally designed to solve such problems. So it's better not to expect much from them. This is where the support team should step in.

yes i think its an obvious stall tactic by the managemnt team, i read many incidents like mine for extremely log kyc, if i dont get any answer in the next 2 days i can create a complaint right?

I understand it's easy to use this explanation, and I won't oppose you.

You can submit the complaint at any time; it's your choice. However, in practice, when the casino is conducting checks, we would still need the results because if the checks are successfully passed and the associated money is about to be paid, there is little room for dispute, for example.

That's why we have the general rule about 14 full days for the casino. Besides, the complaint operates on a weekly basis, giving each party a week to respond, so it's not actually an immediate action anyway. It's better to keep that in mind.

thanks for the answer, but its one of the most easy check a casino has to do, they requested my id and a selfie with Id i sent them immediately, its not a complex situation that takes time, its just a standard check, i didn't deny to send them my documents or any other problem, its the first time i face it, i have done this procedure in around 100 casinos, it was from extremely fast(AI checks in 1-2 minutes) up to fast (1-2 hours or max12-24 hours) and when i had some minor problems with kyc they were solved pretty fast by the supports teams

can i ask something?

Just to make sure I follow all your guidelines correctly, does Casino Guru require exclusive mediation for complaints, or is it acceptable to submit a report on another mediation platform at the same time? I want to ensure I don't accidentally breach any of your rules or invalidate my submission here.

Hello, you are very welcome. I understand you know what casinos must do and how they are supposed to do it; since every casino is at least slightly different, I won't assume anything based on experiences with different casinos. For example, this forum is full of stories when routine checks lasted for ages, so I would consider your 100+ smooth KYC a kind of miracle, to be honest.

So, let's see what comes up in the following days.

Maybe it would be helpful to mention that when it comes to the delayed payment, we provide casinos with 14 full days, since based on your experiences, many situations are resolved within this time frame. there are few details about what comes next: If the matter persists, the complaint request is reviewed, and if approved, the initial part focused on gathering associated information from the player is triggered. Each part, including the player, the mediator and later probably the casino, has 7 days to respond.

You are welcome to submit a complaint request before those 14 days run up, but the complaint would anyway wait for the aforementioned time.

This guide provides more details about the process: https://casino.guru/guide/how-we-resolve-casino-complaints

If you feel like someone else would be more beneficial to you, it's okay, and our mediators can focus on accepting someone else's request. No pressure, it's completely your call.

its one of my biggest wins in blackjack, i turned 150$ to 5000$ i played a lot in slots but i was around 50-50% just a little possitive balance , the 90% of my winings were on extreme serie in blackjack i won high bet hands and it is sad to see it stuck so many days , i was super lucky this month i had an other enormous win this month in blackjack, i won 5700 € from small deposit in my stake casino eariler this month they paid all my winnings in a very good timeframe.

I see congratulations are in order! Well done with the BlackJack.

Let's now hope that withdrawals in StarzSpins Casino won't take forever.

Hello Panagiotis,

Thank you for your patience.

We have reviewed the submitted documents and unfortunately cannot approve your KYC verification with the identification document provided.

The submitted ID does not clearly display all key personal identifiers required for verification in a format our team can process, including your full name, surname, and date of birth.

To proceed, please submit a new government-issued identification document in an English/international format, preferably a valid passport, that clearly displays the required personal details.

they rejected my id ,

i dont have passport its my legal id , id from a european union country

How is it possible for them to reject a valid Greek identity document issued by an EU member state?

Greece is currently in the process of transitioning from the old-type identity cards to the new format. The existing Greek IDs remain valid and are still used as official identification documents during this transition period.

In any case, in the interest of good cooperation and in order to resolve the matter as smoothly as possible, I have already booked an appointment for this Saturday to obtain the new-format Greek identity card. Once I receive it, I will provide it to the casino for verification.

Hello, and thanks; this must be perplexing.

I think the KYC team is for some unknown reason convinced that the current ID "does not clearly display all key personal identifiers required for verification in a format our team can process, including your full name, surname, and date of birth." Maybe the situation stands in a bit of a different light. Follow my thoughts, please. In order to pass the KYC, the casino needs you to provide concrete details in the form of an official document, thats normal, but if the ID does not provide those details (I'm not saying it does not), it makes sense they asked you to provide an alternative document instead. Maybe it's not about why they do not accept the Greek government issue ID but whether it provides details expected from such a document.

I do not know the answer, but if you're saying that at the same time Greece is currently in the process of transitioning from the old-type identity cards to the new format, perhaps it plays a role too and since this casino is an offshore casino, they may not be familiar with this fact at all.

I would say it's imperative to finish the KYC even so by sharing other documents and be done with the process. So, even though I imagine the outcome was an unexpected turn of events, your willingness to cooperate is worth appreciation. I hope the new ID will resolve this situation!

Yeah, I was already planning to get a new ID since I'll be needing it next year, but I rushed it. Personally though, I don't think it's just that they can't do the verification—it feels like a bad-faith move to delay it for as long as they can.

I think I know what you mean. Strange question, but would you say casinos with local license – I mean licensed in Greece – would do the same? Anyway, after what you did to get this particular KYC, it would be nice to get a fast resolution, right?

Please let me know when the event happens....

no greek licensed casinos 100% accept it, but i have made kyc in mamy curacauo or anjouan licensed casinos , everyone accepted its the 1st time its rejected. (only once the AI check rejected as expired but when i contacted support in 5 minutes it was manually approved)

Ok, I get it. Funny thing, though, you just ruled out my last suggestion. I also recalled a few players struggling with the AI recognition KYC tools in some other casinos. But since you're saying some other casino or casinos resolved the possible issue in 5 minutes, well, that's what I would expect, so it's obviously not an excellent explanation either.

It's a bit of a surprise that some bigger casinos are probably not on the same level of services; perhaps there is some other more or less logical reason but what is the player supposed to think if there is not concrete follow-up?

i thought i would get my new id immediately on Saturday, but it has to be published from the headquarters of police in Athens, 5-7 working days to be sent to the local police station, so i guess this kyc will take a long time , except if they see my open complaint and decide to accept my current id. also to note i have to travel 50 km, in my city there is 0 free appointment, only after 40-50 days in October so i chose a close town with free appointments and make a 2nd visit to get the id when its ready.

Occasionally, it would be much easier to use another, specifically electronic ID, like a verified banking identity. Having the option for an electronic ID, like a verified banking identity, could save time with the KYC process, even if a physical ID card is eventually required for daily life. I understand that, under such circumstances, getting new ID card is not very convenient, and I hope the whole process will be maximally effective!

casino is not helpful at all and they dont cooperate, they dont answer to my messages or help me what document they need or why they rejected a 100% valid id , live chat says we cant help send email or we will notify accounts team but nothing happens, Greece was a bit old fashioned in id documents like driving license and id but it is the country's law not my choice, the last years things changed but i had my old type documents since they were accepted everywhere both online and in real life. anyway my complaint in casino guru is active, im waiting my new id maybe in 2-3 weeks i will get the money i won lol, (i tried to make my cash out in 21-aug but they told me kyc should be done first and since then i have 5000$ in my casino account not able to take them) its the worst experience i ever had to cash out my winnings.

do you have negative experience with this casino too?