GreatSpin Casino - Player's account verification is being delayed.

I am trying to verify my account on the casino in order to withdraw 200 euro. But after many attempts and many hours of talking with emails and live chat they are refusing to verify my account and they each time they find find a problem with a different document. First I’ve uploaded my id on their site and proof of residence and it passed cause there was a tick on the verification. Then they asked me to provide them a photo of my last deposit I’ve then it and they not accepting it.i tried to get this thing sorted by email so I sent them again all the documents via email. The replied after to days that they can’t accept my ID. The same Id that was allready accepted on their site upload because it’s older than 15 years. I am using this id on many casinos and never had a problem I even travel across all Europe with this ID and its a European government ID.then I’ve sent them my driving license and I am waiting to hear back on that. About the document their are requesting for the last transaction I’ve made they keep rejecting it because it doesn’t say the name of the sender of the transaction or the name the merchants name. But the transaction clearly says the the name of company "Online Londo GB" after contacting the bank to see if I can get something more about the transaction they say that there are no more info and the name of the merchant is allready there on the id of the transaction.i also asked them if they want I can send them a video of my ebanking and the the transaction and still waiting a reply on that. I have icncluded photos of my verification where my id was accepted and then suddenly it went pending again as well full chat history and photo of the site proof of payment verification says they along need a photo of transaction showing the deposit wich I have allready send and they keep rejecting

Hello Demonbixlas,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GreatSpin 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

Good evening, this whole thing has been going on for 5 days. Last night, after a conversation of at least two terms on the company's live chat, I managed to get them to finally accept the ID they were rejecting. Now the only documents that are pending are the proof of the last transaction I made at the casino, which they are rejecting even though it has been sent many times.

I just contacted the casino again and the guy from live support told me that my account was confirmed this morning they just didn't have time to contact me. Now I'm waiting for the withdrawal

Hello Demonbixlas,

Glad to hear that your account is now verified.

Please let us know within the next 7 days if the withdrawal arrives.

If it would take longer to process than 14 days, we will try to intervene.

Looking forward to hearing from you.

Regards,

Nick

Good morning, after a thousand efforts, the problem was successfully solved and the withdrawal was processed.

Dear Demonbixlas,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 https://www.trustpilot.com/evaluate/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,

Nick Bacon

Casino.Guru