GoSpin Casino - Player’s withdrawal request is delayed.

When I tried to withdraw 30000 rupees they asked for additional documents.

When I submitted that document, they requested new additional documents.

When I submitted the documents, they requested a video recording. I felt very uncomfortable being treated like a sinner.

I also feel that their demands are extremely excessive for a game that costs only 30,000 rupees.

What does Casino Guru think of this casino request? If you think it's justified, I'll withdraw the offer, don't respond to their demands, and throw away the money I have in the casino.

Dear ktakayuki778,

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. 

Could you please advise 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?

Did you accumulate your winnings with or without an active bonus?

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, 

Dominika

>Could you please advise which documents you have already provided and when exactly did you send the last one?

The last time I sent a document was It's October 29th.

I will email you the documents I sent to the casino.

Could you tell me your email address?

>Have you provided all the required documents as soon as possible and in the correct format?

Yes. I think so.

>　Did you accumulate your winnings with or without an active bonus?

I took advantage of the bonus.

Do you think it is reasonable for the casino to request video documentation in addition to the documentation I have already sent?

 If you think it's reasonable, I will give up the remaining money at the casino and stop playing at this casino.

Dear ktakayuki778, my email address is dominika.l@casino,guru.

Please cooperate with the casino to successfully complete the verification process.

got it.

I don't like to be treated like a criminal and forced to go through painful procedures. I will throw away my money at this casino and play at another casino. Thank you for your advice.

Dear ktakayuki778, am I correct in understanding that you will not cooperate with the casino? If that's the case, I will have to reject your complaint.

yes. Please dismiss.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.