The player from Germany is having difficulties withdrawing winnings due to incomplete verification. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Keep Spinning Casino - Player’s struggling to complete KYC verification.
Black points: 440
Amount: €1,923.62
Keep Spinning Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.5
Keep Spinning Casino has a Safety Index of 2.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I have on 09/21. made a deposit of € 50 via SOFORT Banking with a bonus. After playing the bonus I won € 1923.00. I then tried to upload the documents I requested. There was always a system error and after consulting Dannia I sent everything to support in the chat. Two days later, I got an answer from Dannia that now only the account is activated and I can then pay off. Another 2 days later my account was not yet free. Then I uploaded all the documents again and it worked. Now I got the message from the KYC that only my ID is recognized and nothing else. I was not told what is not recognized there. Again I asked to upload everything again, it didn't work. I have sent more and more evidence to KYC. I just got the following answer:
We're sorry we tried to speed up the process this time, but unfortunately the finance department has refused your KYC again.
And they decided to refund your deposits instead.
Please provide us with a Bitcoin or Litecoin wallet QR code so they can send your money back.
If you don't have an account like Bitcoin or Litecoin, we can help you open it step by step.
That is a bottomless cheek!
That surpasses everything I have experienced so far.
Instead of 1923 € only 50 € to us all without justification and as crypto.
I urge you for help.
Thanks . Roswitha
Automatic translation:
Public
Public
3 years ago
Dear Roswitha,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Which documents you have provided? Has the deposit already been refunded?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
3 years ago
Translation
Hello Kristina,
I just emailed you information. In the meantime, I had also uploaded documents. Since I was never told why these documents were not accepted, I could of course not regulate that. I also relied on Dannia's statement in the chat. After that only the activation was missing. ???!
They don't want to pay me my winnings and they try that way now.
Kind regards
Roswitha
Automatic translation:
Public
Public
3 years ago
Thank you very much Roswitha for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
Public
Public
3 years ago
Hello Roswitha,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Keep Spinning Casino to the conversation to participate in the resolution of this complaint.
Public
Public
3 years ago
Translation
Hi Peter,
a new situation has arisen. I am banned and can no longer access the casino. So my winnings and my deposit were simply withdrawn or stolen from me without prior notice. Nothing like this has ever happened to me.
Kind regards
Roswitha
Automatic translation:
Public
Public
3 years ago
Hi Roswitha,
Thanks for the update. I imagine how frustrating this must be, I hope that the casino will reply soon.
Public
Public
3 years ago
We would like to ask Keep Spinning 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Public
Public
3 years ago
Translation
Hi Peter,
I can no longer send emails to the casino. I am excluded from any communication. I have to reiterate that nothing like this has ever happened to me. This casino belongs on the black list. That’s a criminal!
Kind regards
Roswitha
Automatic translation:
Public
Public
3 years ago
Hi Roswitha,
I tried to get in touch with the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could be of more help.
Best regards,
Peter
