MoreSpin Casino - Player is experiencing difficulties with his withdrawal due to a lengthy verification.

A 800 eur withdrawal was requested on aug 24, it was cancelled due to KYC which I provided. So I requested a withdrawal again on sep 4. Now a month later and after tons of chat and email interactions along with many KYC documents being sent I still have no money. Oh, and they removed the live chat completely from their site but when it was still up I kept being told to wait until I heard back from the finance department. Nothing. I have sent them emails asking for an update but now they don't respond at all. I have been very patient with them throughout this whole ordeal.

I relied on getting those 800 eur. Stupid, I know but all this has had such a bad impact on my health. How can they do this to people?

Dear Pimplestew, 

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.

Could you please advise 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? Have all of your documents been approved?

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, 

Veronika

Hi,

On sep 4 I was asked to submit the following documents: passport, selfie with my passport, selfie with my credit card, proof of address. They told me that screenshots would not be accepted. I sent them all these, making sure that the quality was good and everything was visible.

On sep 13 I got an email saying that they would be sending out a KYC verification code by SMS to me and that I had 2 hours to forward it to their support. I received the SMS and forwarded it to their chat agent who said all looked good.

On sep 18 I was informed by them that my withdrawal was rejected and they said "We need all documents to be clear and visible. Please provide them again, clear and scanned." So I scanned my passport (all pages with my personal information on them), my proof of address (electric bill, which is accepted according to their KYC rules) and sent these documents along with the selfies requested (even more clear this time).

Since then I have heard nothing and when the chat support was still existent they just told me to wait and they would get back to me. My last email to them asking about the status was on sep 26.

Thanks for your help.

Thank you for the information. Before we move on with the investigation, kindly forward any relevant communication between you and the casino regarding your issue to veronika.l@casino.guru.

Hi,

I have sent it to the mentioned email address.

Thanks.

Thank you very much, Pimplestew, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.

Hi Pimplestew,

I've just reviewed your case and am sorry to hear about these issues with verification and withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear MoreSpin Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have already received all the documents necessary for verification and are reviewing them? When can the player expect their account to be verified to be able to proceed with the withdrawal of their winnings?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia