Goldspin Casino - Player's winnings are delayed due to repeated document requests.

After winning without a bonus, just a deposit, they asked me for a lot of documents, repeatedly requesting the same ones. Once the KYC process was completed, they told me I had to submit them again. Out of nowhere, they blocked the chat because I said (I think you're treating me like a fool). I have evidence and even screenshots of all the conversations, and they didn’t want to pay. This is how I see it, being someone who is legal and has everything in order. Without a doubt, the worst casino experience and customer service. Before you deposit here, I advise you to ask for the conversations, and then you can decide. Thanks to casinos like this, I have decided to stop playing at any casino that doesn't have a Spanish license.

Dear Domineli888,

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.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino? 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 in advance for your reply.

Best regards,

Tomas

I have sent them all the conversations by email, as of today, they have blocked my account, since they do not want to pay, I even have emails from them constantly cancelling the withdrawal without me cancelling it, I do not even want the money anymore, I want justice to be done and for no player to go through what I have been through.

Thanks for your email.

I went over your conversation with casino support, I understand your frustration.

• Could you please share with me the proof you provided to casino support from the desktop application of your Paysafe account?
• Did the casino justify its decision to block your casino account? Did the casino refer to any broken rules?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

Thanks in advance for your reply.

I'll send it to you by email if you need it, I sent them a pdf of my paysafecard from 2 months ago, they blocked my account for saying that I'm fed up with sending the same documents on several occasions and some colleagues told me that it was fine, and others that I should send them again, I won the money with a deposit, without the help of bonuses, and it was in the automatic roulette and in the bigbass secret, to this day, they do not deign to say anything, the account is still blocked, and it is a very scammer casino, it should not have the score it has, because if you give that score to a casino like that, including the tests that I have passed you, perhaps your clients should not trust you either, since casinoguru is supposed to be serious. Thanks.

Thanks for your reply.

I understand this must be frustrating.

I haven't received the deposit proof I requested from you earlier. I apologize for the inconvenience.

Looking forward to your reply.