The player from Spain experienced difficulties with account verification, as the casino continued to request additional documents despite her having submitted all necessary materials. She had been trying to complete the verification process for 6 days without success. The issue was resolved after she successfully withdrew her winnings and closed her account. The Complaints Team marked the complaint as 'resolved' following her confirmation of the resolution.
Goldspin Casino - Player's account verification is delayed.
Amount: €700
Goldspin Casino
Safety Index:HighSafety Index
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
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1 week 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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1 week 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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1 week ago
Translation
I have sent my ID, selfie, photo of my bank card, invoice of documents, certificate of ownership from the bank.
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1 week ago
Thank you very much for your reply, Katebarna79. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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3 days ago
Dear Katebarna79,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 days ago
Translation
In the end I was able to do it but it was all problems, I withdrew and closed the account
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2 days ago
Dear Katebarna79,
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,
Kristina
Casino.Guru
