GoSpin Casino - Player's withdrawal is delayed due to verification issues.

Despite submitting numerous documents and videos as requested for KYC verification, I am being asked to provide even more documents, resulting in my account not being verified and me not being able to withdraw funds.

Even after repeatedly submitting documents and filming a video holding the specified text and documents, my account still hasn't been approved.

Since I have already submitted all the necessary documents and videos, this issue should be resolved promptly, and my withdrawal should be approved.

Thank you for your assistance in resolving this matter.

Hello Charlie333,

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 been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

・Start date and time of the verification process

The first email regarding the submission of additional documents came on August 29th, so I had already submitted all the documents on the site before that.

Therefore, we do not know the exact date and time when the validation process will begin, but it will be before August 29th.

・Documents to be submitted

① First time

Passport image

Image of residence certificate

Transaction wallet screenshot

② Second time

Driver's license image

Selfie with passport and note

③Third time

Video submission

(Contents)

1. Your full name, the date the video was taken with the front camera, and a statement that this video is only for the additional verification process on the gospin site.

2. Shoot the surroundings to make sure there are no third parties nearby.

3. Wave your hand in front of your face for a few seconds to make sure you're not using face editing software.

4. Hold your passport and a piece of paper with today's date and product name written on it and show it to the camera.

5. To verify the document is genuine, remove the paper and hold the document up to the camera, rotating it at different angles to reveal any flashing holograms or watermarks on the document.

Although all of these documents and videos have been approved, we are currently receiving requests to submit additional documents.

Final interaction with the casino

September 24th

Despite submitting these multiple documents as requested by the casino, I received further emails requesting me to submit more documents.

(Contents of additional documents to be submitted)

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

2. 2023 tax return and 2024 pay slip.

3. Passport notarization

The documents and videos you have submitted so far should be sufficient to verify your identity.

I believe that these repeated requests for additional documents are unnecessarily delaying or refusing withdrawals, so I have replied to the casino review site that I will discuss this matter with them.

Hello Charlie333,

Would it be possible to forward the communication between you and the casino regarding your verification for further review?

Did you provide them the documents listed in your last post?

Looking forward to your answer.

Regards,

Nick

I will forward the emails we exchanged, so please let me know your email address, Casino Guru.

Recently requested to add

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

2. 2023 tax return and 2024 pay slip.

3. Passport notarization

These have not been submitted.

Hello Charlie333,

Please forward the communication to nikolas.b@casino.guru.

I would also advise to forward the requested documents to the casino as soon as possible as it will be impossible to finish the verification without it.

Looking forward to your answer.

Regards,

Nick

The email has been forwarded.

I'm not sure if the content was sent correctly, so please check.

Additionally, I have submitted all requested documents as requested so far.

However, the verification is never completed and we are soon asked to submit additional documents.

This means there is no point in submitting documents.

I have been dutifully submitting my paperwork but am tired of the never-ending verification.

Therefore, I am consulting with Casino Guru.

Do I still have to submit the documents?

I will submit the next set of documents if the verification process is completed and approved.

Thank you Charlie333 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 Charlie333,

It's Michal again. I have taken over this complaint. I have reviewed this case and although I understand that the KYC process can be sometimes frustrating and lengthy, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user friendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, 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,

I kindly request your assistance in clarifying why the submitted documents and video verification call were deemed insufficient to complete the player's KYC process. If this information cannot be shared publicly please forward it to me at michal.k@casino.guru

Dear Charlie333,

We apologize for any negative feelings this situation may have caused. Rest assured, we are continually working to enhance our services and provide you with the best possible experience.

Let us inform you that the additional documents were requested by the Verification Department only for security purposes and in accordance with our Terms and Conditions, specifically 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."

Please be advised that the AML department is requesting proof of ownership of the phone number, official 2023 tax return and salary slip for the 2024 period in accordance with KYC policies and anti-money laundering regulations. These measures help ensure the safety and security of both parties. Please note that it is our goal to process winnings as quickly as possible and we do not intend to delay processing. Please provide these 2 documents to finish the verification process.

Kindly note that once the additional documents are submitted, they will be processed quickly.

Thank you for your understanding.

Best regards,

Gospin Casino Team

Thank you for your response, GoSpin Casino.

Dear Charlie333,

Kindly provide the casino team with the requested evidence at your earliest convenience.

Understood.

- Proof of ownership of phone number

- Official 2023 tax return

・2024 pay slip

We will prepare these three documents and submit them to the casino team.

Depending on the document, dates may be written in the Japanese calendar instead of the Gregorian calendar, so please let us know if you understand this.

Dear Charlie333,

Please let me know once you send the requested documents to the casino.

Dear Charlie333,

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.

Thank you for the extension.

We are currently preparing the documents to submit.

Please wait, we will let you know once we have submitted it to the casino.

Dear Charlie333,  

I eagerly anticipate your timely submission of the requested documents to the casino, and I remain optimistic about witnessing positive developments.

We have just uploaded additional verification documents to the casino site.

We appreciate your continued assistance in getting this approved quickly.

Dear Charlie333,

Thank you for the documents you provided and your patience.

We are glad to inform you, that the additional verification process has been successfully completed.

Kind regards,

Gospin Casino Team

Thank you for letting us know that the verification process is complete.

Upon receiving this notice, I have already requested a withdrawal.

I will let you know once the money has arrived safely in my wallet.

Thank you all for your responses. I'm glad to see progress in the right direction. I remain hopeful that we can conclude this matter as resolved once the player's winnings are successfully received.

The prize money arrived safely in my wallet.

The problem was successfully resolved.

Thank you for your cooperation in solving the problem

Dear Charlie333,

Thank you for the confirmation. We're glad to hear that your issue has been resolved and you have successfully received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino.Guru