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.

Dear noutaja and CasinoGuru,

Please note that the KYC procedure is necessary to ensure security and prevent fraudulent activities. In case of any suspicions, it is our duty to conduct a thorough check of the Player. In this matter, our AML department requested and is still awaiting all of the additional documents.

We highly value your cooperation and understanding in this matter.

By providing the requested documents, you are helping us uphold the standards of security and trust that our LionSpin relies on.

Kind regards,

LionSpin Casino Team

Hey,

I have to disagree. I have been doing all the standard and non standard security checks with you and the things you are asking are becoming unreasonable.

As such I demand to get paid my winnings as soon as possible.

Dear LionSpin Casino, could you please explain why you need proof of ownership of the phone number listed in the player's profile, considering that the player has already provided all the other requested documents? Is there a specific reason for this? If it's more convenient for you, feel free to respond to me via email (dominika.l@casino.guru)

Dear noutaja,

We understand your concern regarding the additional verification documents requested by our AML department. However, please note that the security and integrity of our LionSpin casino and its customers are our top priorities. The gaming environment must be safe and secure, and we must adhere to strict regulatory requirements. As a result of these regulations, we are required to conduct thorough checks to prevent any illegal activity, including money laundering or fraud.

Kindly note that as soon as all the requested documents are provided, we will be happy to process your withdrawal request. 

Dear CasinoGuru,

Whenever we have any suspicions about a Player, it is our responsibility to carry out an extensive investigation. In this matter, our AML department requested and is still awaiting the additional documents.

We appreciate your understanding and cooperation in this matter.

Kind regards,

LionSpin Team

Dear noutaja, have you submitted your tax reports and your salary slip to the casino?

Is the only remaining issue still with proving ownership of the phone number listed in your profile?

Could you please inform me which payment method you used for your casino deposit?

Hey,

I have sent my salary slip and taxes from last year.

Also after that they asked for my ID:s to be notarized and sent to them, did them already on tuesday.

Now i have done everything and i sent the notarized documents on tuesday and haven't heard from them after that.

Since i haven't heard i requested a withdrawal from them.

I deposited to them with skrills rapid transfer.

Thank you for the information.

Could you please explain the situation with the phone number? You mentioned that you don't own it, don't pay for it, and that it's a benefit for you. Is it some kind of a business phone number, or does someone else, like a relative, pay for it, or something like that?

If it's more convenient for you, feel free to respond to me via email (dominika.l@casino.guru).

Hey,

I contacted you via email.

Hey,

Can i get a update on case?

Dear noutaja, please check your email inbox.

Dear LionSpin Casino,

Would it be possible for the player to have a verification call with you? The player would answer your call in front of the webcam so you could verify that they own the phone number, even if they are not the ones paying for it as someone else covers the expenses.

Dear CasinoGuru,

Please note that as we mentioned before, it is our responsibility to conduct extensive investigations whenever we have any suspicions about a Player.

In light of the fact that the customer is unable to provide documentation regarding the phone number, we can assume that the phone number is incorrect or belongs to a third party.

Kindly note that according to our Terms & Conditions, clause 4.8:

"During LionSpin Account opening You shall provide by LionSpin’s request for LionSpin Account opening accurate, complete and truthful information about Yourself (including, without limitation, name and surname, birth date, e-mail and phone number, Your residency address) for AML and CFT compliance purposes. We may suspend or close Your LionSpin Account if any information provided by You is untruthful."

Our AML department is still waiting for the additional documents regarding this matter.

We appreciate your understanding.

Kind regards,

LionSpin Team

Dear LionSpin Casino, I've attempted to contact you via email to clarify the player's situation, but the emails keep getting returned. Could you please contact me via email to explain why you have suspicions about the player? (dominika.l@casino.guru)

We would like to ask the 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’ which may negatively affect its rating.

Dear noutaja, please check your email.

Hey,

I have checked and answered.

Dear LionSpin Casino,

While we recognize the importance of thorough verification procedures, we believe this particular request is excessive and unnecessary given the circumstances.

The player has already provided a comprehensive set of documents to verify their identity, including:

Government issued identification

Proof of address and identity

Tax form

Salary slip

Selfies and videos for facial verification

Notarised documents

These documents sufficiently establish the player's identity and residency. Requiring additional proof of ownership of their phone number seems redundant, particularly since the phone number has not been used as a payment method.

As long as the phone number is not double-registered within your casino, it should be irrelevant who pays the phone bills. The phone number serves primarily as a point of contact and not as a financial instrument.

We kindly request that you reconsider this additional requirement, as it adds unnecessary complexity to the verification process without significantly enhancing security or compliance.

Thank you for your understanding and cooperation. We look forward to your prompt response and hope to resolve this issue swiftly for the benefit of the player.

Dear CasinoGuru,

Thank you for your message.

After analyzing the entire situation, we are glad to resolve this issue for the benefit of the Player. However, since his account has come under suspicion by the responsible department and the Player is unable to provide proof of ownership of their phone number, all documents submitted by him previously will be fully reviewed by the responsible department again. Please note that this may take some time.

We understand the importance of resolving this issue quickly and will do everything possible to ensure the review process is completed as swiftly and efficiently as possible. Thank you for your understanding and cooperation.

Kind regards,

LionSpin Team

Hey,

Thanks a lot for casinoguru and Dominika to get this case cleared up.

Could i get an update from lionspin on an estimate for the checking process.

You've had my documents for 4 months already and from your last response here i have waited for a week.

From your previous message i thought this would've already been solved.

Hello noutaja,

We would like to update you that due to Dominika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Dominika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Dominika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear CasinoGuru and noutaja,

Let us inform you that the verification procedure is being done solely for security purposes and all the documents are currently being reviewed by the Verification Department. Kindly note that we are doing our best to finish this procedure as soon as possible. Once the verification process is done, we will ensure to provide a prompt update.

Your patience is greatly appreciated and you will receive an email as soon as the relevant department is done with the check.

Kind regards,

LionSpin Team

Dear LionSpin Casino, could you please provide an update on the verification procedure?

Dear CasinoGuru,

Please be aware that the Verification Department is still reviewing all the documents. We are working diligently to complete this process as quickly as possible. Once the verification is complete, we will promptly update you.

We greatly appreciate your patience!

Best regards,

LionSpin Team

Hey,

I need to note that i find the verification process way too slow — 4 weeks since your info about this getting solved asap.

With documents you’ve held for almost half a year now.

Dear LionSpin Casino, please inform us once the verification procedure is complete.

Dear CasinoGuru, 

Please note that the verification procedure is finally complete.

We are currently waiting for the Player to submit withdrawal requests according to their limits. Once the requests are submitted, they will be processed as quickly as possible.

Thank you for your understanding and cooperation.

Best regards,

LionSpin Team

Thank you for the information.

Dear noutaja, could you please inform us once you request the withdrawal?

Hey,

I just submitted the withdrawal requests.

Dear noutaja, please notify us once your withdrawal requests have been processed.

Dear noutaja,

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.

Hello,

The first 3 withdrawals have come through.

So 1500e/3158e has been paid to me.

Dear noutaja, thank you for the information provided. Please keep us updated.

Dear noutaja,

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.

Dear CasinoGuru,

We are glad to inform you that all the withdrawal requests (for the amount of 3158 EUR) have been successfully approved.

Thank you for your cooperation and patience.

Kind regards,

LionSpin Team

Hey,

All the withdrawals have came through.

Thanks a lot for the casinogurus team for helping me in this situation to get it solved.

Dear noutaja,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru