GoSpin Casino - Player’s account has been blocked after KYC procedures.

Casino blocked my account with money in it.

I was not able to withdraw my money for almost two months, I completed the KYC and aploaded all necesarry documents, but casino requested to send them a selfie video. After I submitted the video, the casino requested to send a notarized passport. I sent them a passort aroung a week ago and since that time they did not replied to my emails and today blocked my account.

I do not know how to return my winnings from this casino

Hello Pulina,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GoSpin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have already been accepted? Were all the documents and payment methods your own, under your name? When was the last time the casino responded to you and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello, than you for your email.

My verification is goint since February 5.

Since that time the casino requested to appload different document.

I aleady uploaded my passport, selfie with passport. Also as per their request i uploaded selfie with the passport and numbers on the paper that they requested.

Later they requested to make a video selfie, which I also uploaded.

after that, they requested to nake a notarized passport. I spent my time and extra money for the notary, and upladed it on march 21.

On march 26 they sent me an emai that they blocked my account without any exmplanation, and not replying for my emails.

For the deposit i used only Skrill account, and yes, this is my personal account, on my name

Thats what they wrote

We regret to inform you that your gaming account has been temporarily suspended due to suspected fraudulent activity.

The decision to suspend your account was made in accordance with our company's policies and procedures aimed at maintaining the integrity and security of our gaming platform.

Your account will be blocked for an undetermined period of time for internal verification and auditing. 

Thank you Pulina for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Pulina,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite GoSpin Casino to join the conversation.

Dear GoSpin Casino,

Could you please provide additional information on what specific suspected fraudulent activities the player may have engaged in? If the information can't be shared publicly, please send it to me at michal.k@casino.guru

Dear CasinoGuru and erikapaolaop82@gmail.com!

We would like to clarify that our system has detected suspected fraud. Therefore, it was necessary to carry out a full verification of the player as well as an internal audit of the game.

The player's game account has now been unblocked and the player will be able to request a payout of their funds. The player was also personally informed.

However, once a player's withdrawal request has been successfully processed, their account will be closed without the right to reopen in accordance with our Terms and Conditions clause 4.8. - We reserve the right to suspend Services at our sole discretion at any time.

We appreciate the patience and understanding of all parties.

Kind regards,

GoSpin Casino Team

Thank you for your response and clarification, GoSpin Casino Team.

Dear Pulina,

As per the GoSpin Casino Team response, if you have not done so yet, please submit a withdrawal request.

Once all financial transactions are processed and no funds are left in the player's casino balance, the casino has the right to close such an account at its own discretion.

This is an industry standard. Please let me know once you successfully receive the funds.

Dear Michal,

Thank you for your email, Yes, I see that my account is unlocked no and I claimed a withdrawal of 308 EUR. I will inform you once I will receive the money.

Thank you!

Dear Pulina,

I hope the withdrawal will be processed without issues. Just let me know once you receive the funds so that we can close your complaint as resolved.

Dear Michal,

The withdrawal was rejected again. And casino sent an email that the Skrill is not available anymore (however it is still available on the website)

I claimed a withdrawal to crypto wallet again

Dear Michal,

Thank you, I have received the amount, and the casino have blocked my account now.

Thanl you very much for your assistance. Otherwice, this casino would just stole my money

Dear Pulina,

Thank you for confirming the receipt of the funds. I'm pleased to know they reached you successfully.

While I understand that your recent experience may not have been optimal, it's essential to emphasize that if any suspicious activity is detected on your account, the casino team may need to conduct additional Know Your Customer (KYC) and Anti-Money Laundering (AML) checks. Additionally, the casino reserves the right to close user accounts at their discretion. These necessary checks were completed successfully, resulting in the reopening of your account for fund withdrawal. It's worth noting that once all funds are withdrawn and the account balance reaches zero, the casino may choose to close the account.

I'm thankful that the GoSpin Casino team re-evaluated the situation and despite the challenges encountered with Skrill transactions ensured you received your funds. I'm glad we could bring your complaint to a satisfactory resolution.

As the complainant confirmed that the situation has been resolved and they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru