The player from Austria had registered at the casino, made a deposit, and successfully completed wagering, but then faced issues withdrawing her winnings. After submitting documents for verification, she discovered that further address proof was required, despite previous confirmations of verification. Her submitted address documents, including utility bills, were continually rejected, and she experienced frustration due to needing to request multiple withdrawals to access her funds. The Complaints Team had extended the investigation period but ultimately had to reject the complaint due to the player's lack of response to their inquiries.
Goldspin Casino - Player faces repeated verification issues and delayed withdrawals.
Amount: €6,000
Goldspin Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
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1 month 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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1 month 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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1 month 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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1 month ago
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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
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1 month ago
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So- would now like to add further details.
The payment had been pending for 3 days and was of course rejected. Yesterday I spent ages chatting with the agent in live chat. I was told that my credit card had to be re-verified (I blacked out the middle number field using the app) and had to cover it with paper and take a new photo. It was accepted + my bank statement was also accepted.
This morning I went to the local authority where I live and bought a registration form/certificate of registration for €18 to provide to the casino as proof of address. A short time later I received an email saying that my identity AND ADDRESS had now been verified. However, I still had to upload proof of payment (credit card?!) - even though these documents had already been confirmed. I then replied again by email and then didn't receive any more messages. Unfortunately. Even though I uploaded everything AGAIN. I contacted the live chat earlier, which told me that my documents for address verification had been rejected... (even though this was confirmed by email)
This kind of behavior really annoys me. I can't even make a withdrawal anymore - which was still possible 2 days ago. I feel like I'm being treated anything but fairly.
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1 month ago
Thank you very much for your reply, Chasiti. Could you please forward all the communication between you and the casino to kristina.s@casino.guru so we can gather as much information as possible? Alternatively, you can post it here. Thank you in advance.
