GoSpin Casino - Player experiences withdrawal delay and document verification issues.

The casino does not withdraw money. delay payment. I studied the complaints and discussions of this casino, everyone has the same problems, within the period established in the rules, the casino simply does nothing, then requests some new documents, it is not clear for what purpose and for what reason, they request notarized documents, which is already inappropriate behavior, they do not compensate for the loss for the notary. I contacted support in order to speed up this whole process, so that they would immediately tell me what documents still need to be uploaded, since they will 100% request them, to which I received a typical response, wait for the request if needed. the casino refuses to immediately name the list of additional documents in order to delay payment. I uploaded the documents that they ask for before creating an application and they passed the verification. 2 withdrawal requests were created, 40 and 30 euros. I didn’t receive any money, the amount is ridiculous, but the casino is not able to withdraw even such a small thing. I demand that you look into this casino and lower its rating, the positive reviews about the casino are 100% fake, written as if from a template. the problems are systematic and the same for every player.

Dear Dobronx,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

The casino does not have the right to request notarized documents. The casino violated the withdrawal deadlines specified in the rules, namely 24 hours. Why is the casino rating too high? The rating does not correspond to reality at all.

Thank you very much, Dobronx, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Dobronx!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Dobronx and CasinoGuru,

Let us inform you that we never intentionally delay payments as we always strive to make Players' stay in our GoSpin casino as enjoyable as possible.

Kindly note that according to our Terms & Conditions, clause 5.1.:

"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon GoSpin Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address.

(ii) Documents have to be provided as photos or scanned copies. We also reserve the right to request personal notarized documents".

Also, please note that 2 withdrawal requests (total amount of 70 EUR) were approved on April 21.

If you have any additional questions, don't hesitate to ask.

Kind regards,

GoSpin team

Dobronx, can you confirm that you have passed the verification and received approved withdrawals?

Dear Dobronx,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.