GoSpin Casino - Player’s withdrawal is delayed due to excessive verification.

On September 5, 2024 I won amount of 34,500 INR, so I tried to withdraw the same amount on the same date. After two days when I asked the customer support about the transection, the verification team send me the message "Please provide the following documents to complete the additional check as soon as possible to ensure you continue using our services in full:" in the mail on September 7, 2024 to submit either

a.      Birth certificate, or

b.      Driving Licence, or

c.      Passport

And a photograph having my Id in my hand and a paper having handwritten number 6477.

So, on September 6, 2024 I have provided my PASSPORT copy and a required photograph as asked by the verification team.

After submission of the above documents after 2 days, I queried to my VIP manager Vicktoria about the same. So on September 8, 2024 I got the following mail for additional verification and On the same day I record the video and send them.

Due to increasing fraud attempts on the internet, we are looking to enforce all possible measures to keep our customers’ funds secure.

In order for you to proceed with the additional verification procedure, please record a short self-identification video with your document (passport). Please prepare your document and a piece of paper with the handwritten date of recording and our product's name.

Things you must perform in the video:

1. Say your full name, date of recording the video on the front camera, and that this video is dedicated to the additional verification process on our company's website.

2. Show what is around you, so that we can make sure there are no third parties nearby.

3. Wave your hand in front of your face for several seconds to make sure you are not using any face-editing software.

4. Show yourself holding your document, and a paper with today's date our product's name.

5. To make sure your document is genuine, please remove a piece of paper and show your document close to the camera, rotating it at different angles so we can see blinking holograms and watermarks on your document.

So, after so many queries they send me the following mail, to submit the listed documents, which all I submitted on very next day, on September 14, 2024

Thank you for the provided video.

For the final step of the verification, please provide us with the following:

1. Proof of ownership of your phone number listed in your profile

2. An official 2023 tax return and salary slip for the 2024 period.

3. Notarized passport

Now, it’s been more than 10 days, I did not receive any proper response from the casino, and during these days, I won handsome amount of INR 1,23,900.

All these documents verification was asked, where as my profile was verified before I start playing on casino.

Please help me to get my winning amount. I have spent so many hours by playing on the slot.

If you need, I can provide all the documents to you.

Right now I have attached the last documents asked by the casino.

Dear pathakpranav23,

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.

• Do I understand correctly that you have provided all the required documents?
• Have you provided all documents 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

Dear pathakpranav23,

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.