The player from Brazil had been waiting for over 20 hours for GreenSpin Casino to respond to his selfie verification. We had advised him that the Know Your Customer (KYC) process could take a few working days as it was an essential process for verifying the rightful owner of the funds. The player later confirmed that his account issue had been resolved and his withdrawal had been released.
GreenSpin Casino - Player's selfie has not been verified.
Amount: 394 R$
GreenSpin Casino
Safety Index:HighSafety Index
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
I have been waiting for over 20 hours for a selfie verification and I have not received a response from GreenSpin Casino.
Automatic translation:
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11 months ago
Dear perege,
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.
Therefore, I would recommend that you wait for a few more days so that the casino has enough time to review it. I will leave this complaint open and if there is no development within a week, please let us know and we will intervene.
Thank you in advance for your understanding.
Best regards,
Kristina
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11 months ago
Translation
Thank you, casino guru
It has already been resolved, my account is ok and my withdrawal has been released.
Automatic translation:
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11 months ago
Dear perege,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
