The player from Germany was experiencing difficulties verifying her account. The complaint was resolved. The casino requested the player to provide an alternative type of information to verify her account. The player followed the casino's instructions and received her winnings shortly after.
JVSpin Casino - Player’s struggling to complete the account verification.
Amount: €500
JVSpin Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, it's me again. I have on December 21. won a sum of € 500. I wanted to withdraw this, but I had to verify my account. I did that immediately. Now everything depends on the screenshot from ecopayz. I sent a screenshot of the deposit and a screenshot of my personal information. Each time there was a request: You should provide us with a screenshot of the ecoPayz e-wallet where we can see the data of the e-wallet holder (by clicking on the cog icon) and deposits connected with your gaming account.
I can not do that. I'm 73 and technically not able to do that. In addition, for data protection reasons, I do not find it appropriate that everything can be seen in my Ecopayz account.
I have communicated this several times. My problem is not addressed, you just send me this message. Now I haven't heard anything for 4 days.
I can't open a game either.
Please help me. Thanks in advance.
Roswitha
Automatic translation:
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3 years ago
Dear Roswitha,
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. None of the serious and licensed casinos takes KYC lightly.
Do I understand it correctly that the ecoPayz screenshot seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hello Petronela, thanks for the quick reply. I submitted all the documents. It's really just because of the screenshot from ecopayz.
It just can't go on.
Best regards
Roswitha
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3 years ago
Thank you very much, Roswitha, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hallo Petronela,
ich habe es heute nun nochmal probiert. Diese Antwort kam : You should provide us with a screenshot of the ecoPayz e-wallet where we can see the data of the e-wallet holder (by clicking on the cog icon) and deposits connected with your gaming account.
To verify the data you should send screen shots from PC in the full-sized version of windows without cutting the top and bottom panels.
Also immer die gleiche Antwort. Es passiert einfach nichts.
Roswitha
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3 years ago
Dear Roswitha,
I’m very sorry to hear about your negative experience. Unfortunately, it is not uncommon for casinos to request information like this as a part of the KYC process. In these situations, it is always recommended to follow the casino’s instructions. Wouldn’t it be possible for you to have someone help you to make the requested screenshot?
I would like to invite JVSpin Casino into this conversation.
Dear JVSpin Casino,
Is there possibly an alternative kind of information Roswitha could provide instead of a screenshot of her ecoPayz wallet?
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3 years ago
Dear Roswitha,
Has there been any development in regards to this issue? Unfortunately, we haven’t received any response from the casino.
We would like to ask JVSpin 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’.
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3 years ago
Translation
Hello Andrej,
unfortunately no reaction from the casino. I can log in, but all games are blocked. The only answer I get is this standard email. I just do not get any further. I don't have anyone who is familiar with this type of screenshot. But I sent these two pages with normal screenshots. With the other species you only see these two sides. I find all of this very strange and dubious. This has not been required of any casino until now.
Thanks anyway for your efforts.
Roswitha
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3 years ago
Translation
Hello Andrej,
that's in the ABG's:
for payment systems: a screenshot of your electronic account profile page with the full name and details of the holder and a screenshot of your transaction history with the padding on the service. The algorithm is the same for all electronic payment methods supported by the service.
I made these two pages available to the casino.
I sent another email today and this email with many explanations and the wish to clarify it and got this sentence in response:
Hello!
The Security Department is waiting for requested documents.
I'm at a loss.
Roswitha
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3 years ago
Dear Roswitha,
We checked your request and our security department ask. Could you please make a selfie with your document in front of a chat with security department?
Regards,
JVspin
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3 years ago
Translation
Hello Andrej,
i took the selfi and my problem is now solved. I already got my winnings yesterday. Everything happened very quickly now. I would like to thank you for your support. I would also like to thank the casino for their kindness.
Thanks!!
With very best regards to everyone involved
Roswitha ***
Edited by a Casino Guru admin
Automatic translation:
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3 years ago
Dear Roswitha,
Thank you for using the Casino Guru complaint resolution center. We are very glad to hear that your issue has been resolved and that you have received your winnings! We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards
Andrej
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