The player from Austria registered at the casino, made a deposit, and successfully completed wagering, but now faces issues withdrawing her winnings. After submitting documents for verification, she discovers that further address proof is required, despite previous confirmations of verification. Her submitted address documents, including utility bills, continue to be rejected, and she experiences frustration due to needing to request multiple withdrawals to access her funds.
Goldspin Casino - Player faces repeated verification issues and delayed withdrawals.
Amount: €6,000
Goldspin Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 20h 5m 33s
Case summary
3 hours ago
Public
Public
16 hours ago
Translation
Hello. I registered at the casino three days ago, made a deposit, and took advantage of the welcome bonus. With a bit of luck, I had 6k left after wagering. I immediately submitted my documents and requested a withdrawal. In the account section, the field "identity and address" showed as verified after uploading the documents. Two days later, I asked the chat if I was fully verified yet. No - I needed another address proof and payment proof. In the account section, it suddenly said "in progress" where "verified" was previously displayed. The payment proof was accepted immediately. However, there seem to be issues with the address, which I have never experienced at any other casino. First, I sent a payment reminder from my electricity provider (I only receive an invoice from them once a year) - rejected. Then I sent a bill from my mobile provider - rejected. Next, I sent a 4-page CURRENT heating bill. Rejected. So now I have no other options. Unfortunately, Austrian bank statements do not show addresses, and I don't have a landline/internet connection. Even though they said they would accept mobile/electricity/heating bills, they kept rejecting them. Additionally, I have to request 9 withdrawals because I have too much money in the account, exceeding the daily limit. It is pure frustration.
Automatic translation:
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4 hours ago
Dear Chasiti,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying your home address seems to be the only issue?
- Have you provided the required documents 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,
Kristina
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3 hours ago
Translation
Yes, verifying the address is the problem.
I play in several online casinos, have had to verify myself many times, and have never had a problem with the documents that I have submitted now.
I'm slowly running out of options for address verification.
First they said cell phone/heating/electricity/internet bill. I uploaded a payment request from my electricity provider (current), uploaded my last ANNUAL electricity bill (that was from July - but I only get a bill there once a year), then I uploaded my CURRENT cell phone bill, which was rejected again. Without giving any reason. Then the 4-page CURRENT heating bill (I only get that once a year too, but it just arrived) - without giving any further reason - was rejected. Now they are "recommending" that I upload an electricity bill or a landline number/internet bill.
I have neither a landline nor an internet contract. And as I said, I only get an electricity bill once a year. Now I really don't know what I can give the casino as proof of my address.
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3 hours ago
Translation
I actually uploaded a bank statement (as an online download) as proof of payment and it was accepted. But even when I go to the bank to print one out, there is no address on it
Automatic translation:
Casino Guru is examining the case
