The player from Germany was unable to verify her casino account due to issues with the documentation from Jeton. She had provided a payment confirmation that lacked her name, which Goldspin did not accept, and Jeton could not provide the necessary documents for verification. After persistent communication, Jeton eventually supplied the required document, which was accepted by Goldspin. The player then received her payment, and the complaint was marked as resolved.
Goldspin Casino - Player's account verification is delayed.
Amount: €195
Goldspin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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1 month 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.
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1 month ago
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
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1 month ago
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.
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1 month ago
Thanks for your response and email.
Have you made more than one deposit in the casino via Jeton Wallet?
If you made more deposits, was each of them marked as sent by Jeton Bank?
After you initiated your deposit, was it processed immediately or was there any delay in receiving the money on your casino balance?
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1 month ago
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I have already deposited money at Paripesa via Jeton Wallet. It was no problem at all, but it was not done via JetonBank.
It was processed immediately, so the money was there very quickly.
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1 month ago
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I have only deposited at Goldspin this one time.
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1 month ago
Thank you very much, Jonas_37, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 month ago
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Hello, a miracle actually happened. On the fourth or fifth attempt, after 2 weeks of processing, Jeton actually provided me with the document that Goldspin accepted.
Thank you for your help.
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1 month ago
Jonas_37, hello!
Would you like us to hold the complaint open until you receive all your withdrawals?
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1 month ago
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That would be very kind. I will contact you when the withdrawal request has been processed.
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1 month ago
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I have now received my payment. Thank you for your help. The case can be closed from my side.
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1 month ago
Dear Jonas_37,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Pavel K
Casino.Guru
