HomeComplaintsGoldspin Casino - Player's account verification is delayed.

Goldspin Casino - Player's account verification is delayed.

Amount: €700

Goldspin Casino
Safety Index:High
Submitted: 12 Nov 2024
Case opened Current status

Waiting for Casino Guru to reply

6d 21h 55m 30s

Case summary

2 hours ago

The player from Spain is experiencing difficulties with account verification, as the casino continues to request additional documents despite having submitted all necessary materials. She has been trying to complete the verification process for 6 days without success.

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Public
10 hours ago
Translation

They asked me to verify my account again, and I have already sent all the necessary documents. They keep asking for new things, and I've been trying to verify for 6 days with no success.

Automatic translation:
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2 hours ago

Dear Katebarna79,

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.

  • Could you please advise which documents you have already provided and when exactly you sent the last one? 
  • Have you provided all the required documents as soon as possible and 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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Public
2 hours ago
Translation

I have sent my ID, selfie, photo of my bank card, invoice of documents, certificate of ownership from the bank.

Automatic translation:

Casino Guru is examining the case

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