LionSpin Casino - Player's winnings have been confiscated.

I would like to request arbitration regarding this matter.

This incident occurred a while back. I used a bonus on this casino site to win, and I was able to cash out all of my balance.

When I tried to process the withdrawal, I was informed that a passport was required as proof of identity. At that time, I only had a driver's license and a My Number card, which I explained to them.

However, the site insisted that a passport was needed as identification. I asked whether it would be a problem if obtaining a passport took some time, and they seemed to agree. I applied for a passport on August 15, 2024, and was able to obtain it a few weeks later.

When I attempted to submit the document, I found that my account was locked, and my previous inquiries had been ignored.

Recently, I contacted them again and was able to communicate with someone via live chat, after which I submitted the passport documents.

However, I was informed that because I failed to submit the passport by June 19？, my winnings were confiscated and would not be returned. (The English site made it a bit difficult to understand their response.)

I had explained from the beginning that obtaining a passport takes time. The nearest processing location is several hours away by bullet train, which made it difficult to obtain a passport quickly on weekdays.

Could you please assist in getting my winnings returned?

Dear nameneko, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that the KYC (Know Your Customer) process is a critical and essential step, during which the casino ensures that any payments are made to the rightful owner. Since casinos cannot physically see and verify all players, this is the only method they can use to confirm your identity and validate the required documents. For any serious and licensed casino, this is a process they do not take lightly, and it may take several working days to complete.

Could you please specify when exactly you submitted your withdrawal request and when the casino first asked you to verify your account?

Additionally, please describe in detail the documents you provided for the KYC verification. Am I correct in understanding that all your documents were approved except for your ID?

Kindly forward me all the communication between you and the casino regarding your verification process and the subsequent confiscation of your balance at veronika.l@casino.guru.

I hope we can assist in resolving this issue as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

It was almost four months ago so I don't remember exactly, but I think I made my first withdrawal request around June 25th.

I explained all the documents I had and that I could submit my driver's license and My Number card as identification, but they told me that I needed my passport.

As for communication with the casino, there was a gap of several days before I got my passport, and no communication took place during that time.

After obtaining the license, I tried to inquire via live chat and email, but I didn't receive a reply via live chat, so I was about to give up and lose interest.

This time I would like to ask for your help in withdrawing the funds.

Although it is a small exchange, I have sent you the details via email, so please check it.

Thank you very much, nameneko, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, nameneko,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear LionSpin Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

If the player was not in possession of a passport at the time the casino requested this document from him, would the casino be able and willing to let him proceed with the KYC/verification with the new document?

He should have provided his new passport to the casino via email, so it should be easy for the casino to check the date of issue of the document. Can you please check it and inform us about your findings? If the document was issued between the date the casino requested it from him and the date of the winnings confiscation or possibly account closure, would the casino be able to let him verify himself and/or pay out his winnings?

Or, did the complainant also breach any other of the casino's rules? If so, can you be more specific and support your claims and the casino's decision with relevant details and evidence?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Dear nameneko,

Please accept our apologies for any negative feelings this situation may have caused. Our team is constantly working to improve our services and ensure you receive the best possible service.

Dear CasinoGuru,

Let us inform you that the documents were requested by the Verification Department for security purposes and in accordance with our Terms and Conditions, specifically 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. Please note that Driving License cannot be accepted as ID and/or Proof of Address.

In case of refusal or evasion of the KYC/AML terms (provision of forged, edited documents, non-provision of documents etc.), LionSpin has the right to charge from suspended LionSpin Account monthly maintenance fee in an amount of 100 (one hundred) EUR, cancel wholly or partially the Client's bets, winnings and Bonuses on all LionSpin accounts, refuse to return the deposited funds, block the LionSpin Account, compensate all costs incurred from the balance of the Client . If Client’s LionSpin Account remains suspended for more than 365 (three hundred and sixty five) days and/or the balance is 0 (zero) EUR, no further charge will be incurred and we may close your LionSpin Account at our sole discretion."

We were awaiting updates from the Player during the 30 days but no contact was made. Therefore, in accordance with clause 5.1, all bets and winnings have been canceled due to the lack of KYC documentation.

Please note that this case is closed and non-negotiable.

Thank you for your understanding.

Best regards,

Lionspin Casino Team

Um, 365 days haven't passed yet, right?

Also, I think I told them that I wanted to apply for a new passport.

You may also want to check the date your passport was obtained.

If it was 30 days from the last contact, that might be correct, but I think I told them I was going to get a passport.

The issuing procedure takes time, and you can only receive it on a day off from work (by the evening on a weekday).

I would like you to take into consideration these issues that are unique to Japan.

No user will read the terms of use in detail, and isn't it normal to prepare KYC documents only after actually making a withdrawal?

Thank you both for your replies.

Dear LionSpin Casino team,

Thank you for your email and additional explanation.

"If the player was not in possession of a passport at the time the casino requested this document from him, would the casino be able and willing to let him proceed with the KYC/verification with the new document?

He should have provided his new passport to the casino via email, so it should be easy for the casino to check the date of issue of the document. Can you please check it and inform us about your findings? If the document was issued between the date the casino requested it from him and the date of the winnings confiscation or possibly account closure, would the casino be able to let him verify himself and/or pay out his winnings?"

We accept rules about time limitations for KYC/verification, but we do not see a problem with the player responding after a longer time, ready to pass the KYC, with all the necessary documents available to provide, especially if no other rules were breached. If his claims about his passport are true, while he may have had a new passport issued only because of the casino's request or due to withdrawing his disputed winnings, why should it be a problem to let him verify? Why should his winnings/balance be confiscated?

In addition, if I understand it correctly, the casino states 6 months period for providing documents for KYC in its Terms and Conditions, not 30.

Thank you.