LionSpin Casino - Player’s verification is delayed.

.Hi

I try to verify my account. I send a driving license, which they reject, and then again, I send my national ID. They reject that too, and they ask me to upload a photo with the ID in my hand and a number written on paper. They reject that too, and now they are not responding to my documents and mail. They say usually it takes 2–3 hours for verification, but now it's already been 5 days and there has been no response yet.

Dear Hanndq,

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 and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

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

.Hi

Thanks for the response. I know KYC is important. First, I uploaded my driving license, and they said they do not accept licenses, so I uploaded my national ID, and they rejected it, saying they were doing a random check, so they asked me to upload a photo with my ID in hand and write some numbers on paper. I uploaded that, and they also rejected it, saying my hand was not fully visible. I uploaded again, new with all. hand shown, they rejected that, and there was also no response when I asked in chat. They said verification teams are busy and it will take more than 24 hours, but before they said it was a 2-3 hour process and they were conducting random KYC checks, I supported them and have been providing whatever they needed. now no response account has not been verified and withdrawal is pending since 7th ok july

Hi

My account get verified with the same document which was rejected and got money quickly when i told them i filled a complain in casinoguru.thanks

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Hanndq, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru