LionSpin Casino - Player experiences delayed verification requests.

Verification

I have submitted the following documents

Copy of my passport with both hands

A video of myself with my passport and date showing my environment around me

A copy of my deposit

Address verification a copy of my credit card statement

Now they want my 2023 tax return, 2024 income, a copy of my cell phone bill

It has took them 10 days to due verification on the video and now they are requesting the tax return, income and cell bill.

I feel this is excessive and are only doing this to delay as i have winnings in my wallet

Dear angela2555,

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.

• Could you please specify the withdrawal amount or your withdrawable balance?
• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please send me the records of your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Good day Tomas

I have scanned the documents proof of address and proof of deposit as well a screenshot of the documents that were in Lionspin verification. I first submitted my drivers license front and back this was disqualified as they don't accept drivers license. So i sent in a photo of me with my passport this was disqualified as did not have both hands in the picture. I resent my passport with both hands and this was accepted however i deleted that picture after it was accepted. I also deleted my withdrawl I thought that this may speed up the verification process but i can go back in and withdraw the funds which are $1,200.00 canadian. I am also going to send you the video verification i sent them. This will be sent separately as this is on my phone not my computer.

Let me know if require anything else or if you think i should go back in and request a withdrawl.

Much appreciated

Thanks for your email.

Could you please share the communication in which the casino requested your tax return and income statement?

Could you please share how much you deposited overall in the casino?

Could you please advise which games you played in the casino? (live games, slots, sports betting)?

Send me the communication to my email at tomas@casino.guru

Dear angela2555,

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.

Good morning Tomas

I have closed that account and do need to move forward

Thanks

Dear angela2555,

I am sorry but I don't understand your last comment, could you please elaborate?

Have you closed your casino account?

If you wish for us to move forward with the case, kindly reply to my previous questions. I apologize for the inconvenience.

If you don't wish to proceed and close the complaint, please let me know as well.

Good day Tomas yes i closed the casino account and do not need to move forward

Thanks

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.