The player from Germany faced persistent issues with document verification at Goldspin Casino despite having provided various forms of identification and proof of address. He submitted multiple documents, including bank statements and official letters, but they continually requested additional documents that he could not provide. The Complaints Team was unable to proceed with the investigation due to the player's lack of response to their inquiries, resulting in the rejection of the complaint.
Goldspin Casino - Player's account verification is delayed.
Amount: €1,400
Goldspin Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Goldspin Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
Public
Public
1 month ago
Translation
Hello, I have been writing to the Goldspin Casino live chat for days. Several hours every day. I have already uploaded bank statements as PDFs and photos of the paper versions. Front and back of my driver's license and my bank card. Transaction records for the deposits. A letter from my bank stating that the account is under my address and name. Even an official letter from the district with the address and name. The documents are not older than 3 months. I have tried everything and the casino still does not accept my documents as proof of address. I am constantly told that they want a bank statement with the address and name on it. However, I only get bank statements with an address in online banking as PDFs and without an address. They do not accept these. They do not accept the paper versions either. I went to the Sparkasse specifically and had a letter drawn up with the address, IBAN, name and date. I get an answer myself by email. The only alternative would be a utility bill but I have neither registered water nor electricity nor anything else about me. Please help me
Automatic translation:
Public
Public
1 month ago
Dear trebekil,
Thank you very much for submitting this complaint. I’m sorry to hear about the issues you’re facing. To better assist you, I would appreciate some clarification on the following points:
Am I correct in understanding that all your identity documents have been approved and verified, except for your proof of address?
Has the casino already reviewed the paper bank statement you received directly from your bank’s local branch? If it was rejected, could you please let me know what reason the casino provided?
When was the last time you communicated with the casino regarding your verification?
Thank you for your patience. I look forward to your response so that we can work towards resolving this issue.
Best regards,
Veronika
