MoreSpin Casino - Player’s winnings haven’t been received yet.

Hello, my withdraw transaction have been rejected.

I contacted the Support Team via "messenger" on their website, after that i received an email from "Verification Team" to send documents as a replay to the following email for my KYC to be completed.

I have sent the documents they asked for ( exception: they ask for passport but i don't own one, so i send a copy of my ID card which provides the same information as a passport )

It's been 4 days since then, i have no response.

I have no longer access to "messenger support icon" on their website.

What should i do next?

Dear paulbreazu17,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear paulbreazu17,

Have you received your withdrawal from the casino yet?

Hello, unfortunately no.

I have sent the documents for my account to be verified, without verification i can’t access the withdrawal option.

No response since then.

Thank you for your reply, paulbreazu17. Do I understand correctly that you provided all the required documents but the casino has not reviewed them yet?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear paulbreazu17,

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.

yes, i spoke with the support on casino app. after that i received one email:

i will post all the pictures here:

Thank you very much, paulbreazu17, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi paulbreazu17,

I've just reviewed your case and am sorry to hear about this issue with your verification. I will try to help you by contacting the casino. We'll see what can be done when it replies.

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 received all the documents for verification from the player?

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