The player from Finland had expressed frustration over a complicated verification process at an online casino. He had submitted multiple documents for verification, including a passport and birth certificate, which had delayed his ability to withdraw winnings. The player had been confused by the repeated requests for identity confirmation. Despite the casino's insistence on the importance of the Know Your Customer (KYC) process, the player had remained unsatisfied. Eventually, the player had requested the closure of his complaint, expressing his loss of faith in online casinos. The complaint had been subsequently closed as per the player's request.
GoSpin Casino - Player struggles with repeated ID verifications.
Amount: €600
GoSpin Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
Public
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10 months ago
Translation
It's absolutely baffling how complicated they can make the account verification process. I don't understand why two separate documents are needed for identity verification. I sent a picture of my passport which was accepted, and then they requested a selfie with the passport. This too was accepted. But then they asked for even more, so I had to pay to order my birth certificate. I sent this to them, but now they are very slow with the verification. And naturally, as you continue to play without being able to withdraw, you lose a lot very quickly. But what I don't understand is why they need to confirm identity three times?
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Public
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10 months ago
Dear Janne1,
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.
According to GoSpin Casino's Terms and Conditions:
5. KYC POLICY & MONEY LAUNDERING PREVENTION REQUIREMENTS
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.
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?
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
Veronika
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10 months ago
Translation
Of course, I understand that you have to check the documents carefully and it can take time. As I remember, I sent the birth certificate on Thursday. Maybe it was Friday. All other documents were accepted. The birth certificate is still awaiting approval. I just don't understand that when I already proved my identity when I registered the account, now new documents are required in which I prove my identity again.
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10 months ago
Translation
You can close this complaint for me. My account was confirmed but in practice I had already gathered to lose everything. All in all, this incident confirmed my understanding of these games and casinos, and how outrageous a scam this is in the end. I totally lost my faith in this gambling business and with that I plan to permanently stop playing in these online casinos. Thank you, however, for taking the case into consideration.
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