JVSpin Casino - Player’s struggling to complete the account verification.

I won UAH 30k live from a 2.4k depot. I thought that I finally gave at least a little blackjack. I put money on withdrawal, split it into 2 applications. In the morning I wake up, half was paid, and half was not approved under the pretext of verification.

The verification process in JVspin (and I suppose in all sisters like 1xslots) is impossible to go through. I was asked for:

1) passport photo - ok, no problem

2) proof that the cards are mine, statement - ok, no problem

3) a selfie against the background of correspondence with the support, who also had a passport in his hand - he sent 5 photos, none of them came up.

I am asking to go through video verification, since my phone cannot focus the monitor and the face at the same time, instead of monica, there is just white light.

They say WITHOUT A PHOTO FURTHER verification is impossible. Ie, I need to buy a new phone specifically to go through the VERIFICATION at the casino.

I was terribly burned, of course they stole money for themselves.

The most important thing is that I didn't take any bonuses, I just played live and caught successful streaks in blackjack. Not even in roulette, but in BLACKJACK, where it is unrealistically difficult to win. I do not advise anyone to play at the casino of this platform, because when they ask for verification = minus your money and time.

Dear Илья,

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.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

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,

Petronela

Dear Илья,

I understand your frustration. However, my only recommendation would be to fully cooperate with casino. On many occasions, I have seen requests from different gambling establishments to provide selfies with the casino website in the background or players to hold a personal ID.

If you could ask any of your friends or family members to assist you with this task that would be perfect. Nevertheless, it is not an unusual request from the casino.

Please keep me informed.

Dear Илья,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the Casino:

"Hello

This complaint was reviewed earlier on another web portal and resolved. The player confirmed it and the complaint was closed.

Thanks in advance"

Dear Илья,

Could you please confirm that the issue has been resolved? Thank you very much in advance.

Dear Илья,

Have you succeeded in verifying your account? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.