LionSpin Casino - Player experiences drawn-out verification process.

Hi,

I had a big win of 3158e at the mentioned casino on 6.3.2024. After winning, I supplied the necessary information for their KYC verification procedure and proceeded with the withdrawal request.

It's been almost 4 weeks since I've been continuously sending various strange pictures to fulfil their KYC requirements. However, they always manage to find a reason to reject them or come up with new requests for verifying my identity.

I'm talking about rejections for reasons like: "Please upload a photo with both hands fully visible on the photo." or when both hands are visible, they complain about the poor quality of the photo: "Kindly upload a photo in better quality with all passport details clearly visible"

In my opinion, they are trying to complicate the process and elongate the procedure for receiving my winnings as long as possible until I give up.

I ask for your help regarding this matter, thank you.

Hello noutaja,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LionSpin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hey,

The show has been going on from 6.3.2024

They have approved my proof of address, but denied proof of identity.

I contacted casinos live support roughly a day ago, asked whats going on and stated that i am very pissed that they are pulling strings with the KYC thingy. I have sent 7 documents, all what they asked, but still denying.

Thank you noutaja for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear noutaja,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite LionSpin Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Dear CasinoGuru!

We would like to point out that LionSpin Casino is very attentive to KYC (Know Your Customer) policy and money laundering prevention requirements. We realize the extent of our responsibility and act with the safety of both parties in mind. 

As a consequence, in accordance with our Terms and Conditions clause 5.1. - Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon LionSpin Compliance Department discretion.

An additional document was requested from the player to complete additional verification, after which the withdrawal process will be available to the player. Unfortunately, despite receiving several documents from the player, the submitted document still does not fulfill the criteria as described before. 

Furthermore, after each review of the new document, the player was informed by our team about what exactly was not met in providing the document.

Based on the above facts, to continue the additional verification process, we kindly ask the player to provide the correct document, which will be checked in due course.

Kind regards,

LionSpin Casino Team

Hello,

I have just again done exactly as they asked on the document info.

Previously you have been declining my documents for reason "both hands not visible" which i think is a joke.

But i have redone your request yet again. With all my efforts to fulfill it.

Dear noutaja, do you have any updates regarding the verification, please?

Hey,

I was asked for more verification again, for a video that has 15 instructions. I feel like they are abusing their terms of use and trying to postpone my payments.

Hello noutaja, have you undergone the additional verification, please?

Hello,

i just have sent them a inquiry asking where i can even upload the verification video since it cannot be uploaded on their website.

+ the instructions were absurd. The email was even covered in a way that it cannot be screenshotted easily.

Hello noutaja, have you managed to upload the verification video, please?

Hey,

I have sent it to them last week. No response yet of anykind.

Thank you for the information.

Hello LionSpin Casino, could you please provide an update on the additional verification process?

Dear noutaja and CasinoGuru,

Please note that for security reasons and for the next step of the additional verification process, the Player needs to upload the following:

- Proof of ownership of your phone number listed in your profile;

- Record a video in the background of this letter where your face will be visible. Also in the video please refresh the page so that it can be seen.

Kindly note that the email message about the additional verification was sent to the Player on April 24 and we are still waiting for the information.

Feel free to contact us with any additional questions.

Kind regards,

LionSpin Casino Team

Hey,

I started the verification process again, but got hit by the hurdle from lionspin side.

This case have been open for 3 months now and i am starting to question if they even have the funds to make my payment.

Hello noutaja, have you managed to provide the casino with the requested materials or do you need assistance?

Hei,

i did other part of the verification but they are asking more again. Its a 4th phase which makes me hope no one ever laids their hand onto this casino.

I am asked to verficate ownership of my phone number; but i dont own it. It's a benefit for me so it's my personal number that use, but i dont own nor pay for it. So im unable to verificate that. I told it to them and asked another method but they dont comply.

I dont understand how phone number is related after 3 videos ja 12 documents already sent to them.

I am starting to believe i am not getting the money out of them. So could you do something. 🙂

Dear LionSpin Casino, why do you need proof of ownership of the phone number listed in the player's profile, please?

Hey,

Lionspin also has requested my tax reports from 2023 and salary slip from 2024.

I am starting to get a feeling this is a identity fraud instead of verification.