The player from Austria had successfully deposited and won using a welcome bonus but struggled with withdrawal due to continuous demands for more documentation for verification. The casino had recently demanded a high-quality selfie of him holding a photo of two documents simultaneously, which the player found unreasonable. After reaching out to the player for further information, we did not receive a response within the given timeframe. Consequently, we were unable to investigate further and had to reject the complaint.
HitNSpin Casino - Player faces unusual verification requirements to withdraw winnings.
Amount: €70
HitNSpin Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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6 months ago
Dear LEXY99,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that the selfie is the last missing document? Have the rest of your documents been approved?
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,
Kristina
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6 months ago
Dear LEXY99,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
Translation
Thank you for your comment.
This high-quality selfie with 2 IDs in hand is the only document that will not be recognized.
However, all documents that really clearly demonstrate my identity have been recognized.
After I have successfully verified my passport, the selfie should be taken with my ID card (I don't have one) and credit card (that would also be ratified).
It would be interesting to show an example or sample of what this should really look like.
I support strict verification criteria, but that seems like harassment to me!
The selfie is always rejected.
What should I do?
After careful research, my stake was 30 euros.
It's a shame that you should actually have fun playing regardless of whether you win or lose.
Maybe you can help me.
Thank you for your efforts in advance!
Kind regards
Automatic translation:
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5 months ago
Thank you very much for your reply, LEXY99. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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