The player from Germany is unable to verify her casino account due to issues with the documentation from Jeton. She provided a payment confirmation that lacks her name, which Goldspin does not accept, and Jeton cannot provide the necessary documents for verification.
Goldspin Casino - Player's account verification is delayed.
Amount: €195
Goldspin Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
5d 23h 17m 32s
Case summary
13 hours ago
Public
Public
2 days ago
Translation
I am unable to verify my account. I made a deposit through Jeton, for which I had to deposit into my JetonWallet. The payment was then processed via JetonBank, so I can only see the payment made to JetonBank. Goldspin apparently requires a document showing all the information for verification. I have communicated with Jeton numerous times, explaining that I need such a document, but they say it's not possible. I received an image from them showing the payment, but it doesn't have my name, so Goldspin can't accept this document either. I also got a number as a "Proof of Payment," but Goldspin can't track that.
Automatic translation:
Public
Public
yesterday
Dear Jonas_37,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldspin Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly a deposit from your Jeton wallet to your casino balance appears as if sent by Jeton bank instead?
- Have you completed the KYC for your Jeton account?
- Were your other documents for KYC verification of your casino account accepted otherwise?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Public
Public
yesterday
Translation
Yes, exactly, I can only see that I sent money to JetonBank and they then apparently sent it to Goldspin.
Verification at Jeton is complete.
All other documents have been accepted, only proof of payment is missing.
Communication with both of them is really a problem since both are not really cooperative.
I sent the chat histories to the email.
Automatic translation:
Casino Guru is examining the case
