GreenSpin Casino - Player is struggling with an unspecified issue in the casino.

More than 1 month with no response from the casino, I tried contacting them using the form on the website and by email, I also tried askgamblers, also no response. Not only that, I sent my documents recently to verify and still nothing happened, I bet my balance there, that I will probably never come back to Velo, that this casino is no longer operating

Dear denilson781,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with GreenSpin Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?

Is the issue you are struggling with about a cashout request, verification, or some other issue?

I will be waiting for your reply patiently.

Best regards,

Tomas

withdrawal and verification, the first contacts they tried were related to the withdrawal and more recently the verification

Could you please explain when did you request a withdrawal from the casino? Did you play with a bonus? Is your account still accessible to you? If there is any communication between you and the casino (chat transcripts, emails), please forward it to my email at tomas@casino.guru

I requested several withdrawals in the last 2 months

I didn't play with a bonus, because there's no bonus to play with, there's the sticky bonus, which I remember getting once.

my account is not accessible these last few days, but I think that had nothing to do with that, it happened on the same day that my account was closed in another casino, where I had registered the same email and m both, about the reason for having been closed in this another casino, I don't know how to answer because I didn't have a large amount there to take the matter further

I NEVER HAD A RESPONSE FROM THE CASINO BY ANY MEANS, not the confirmation email when I opened the account, and yes I checked that the email is correct.

Thank you very much, denilson781, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello denilson781,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite GreenSpin Casino to join the conversation.

Dear GreenSpin Casino,

Can you please provide information on why was the player's account is inaccessible?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear denilson781,

Sadly I have not received any response from GreenSpin Casino yet. I have "nudged" the casino representative again so hopefully they will respond.

We would like to give this case more time to get resolved. We are extending the timer for additional 7 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Dear denilson781,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com , certria@gaminglicences.com) The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

We’ve reopened this complaint at the request of GreenSpin Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Casino.Guru

Thanks a lot for addressing this issue. And we appreciate the player taking time to explain their side of the issue. Anyhow, the player had active bonus when requested withdrawal and there is also a note from the Anti-Fraud team that he sent forged documents. The proof of which is submitted to CasinoGuru

Thank you for your response and for providing evidence, GreenSpin Casino.

Dear denilson781,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. 

It is an industry standard that all players need to provide valid original documents for KYC and AML purposes. Providing false or forged documents is not acceptable in any casino and if this is detected the casinos have the right to cancel the withdrawal and to permanently close the player's account.

Under these circumstances, I will not be able to help you further and this complaint will now be rejected.