MoreSpin Casino - Player’s withdrawal is blocked by pending verification.

Hi

I won some money on morespin on the 16th of August.

Made my withdraw got cancelled i asked support why and on the 21st i got an email to upload documents.

After that they still havnt verified and my account is blocked for withdraws pending verification.

Everytime i talk to support they tell me i have to wait for relevant department to answer by email because support have no contact with that department, i ask to have an email or something to contact the relevant department men they say they cant give me that.

I been in contact with live support like 10 times and always this same answers that support cant do anything about it and i just have to wait.

When i sen email asking whats going on with my verification to the email that asked me for documents on the 21st of august i never get any answers.

There is no way for me to do anything because support dont want to help in anyway and there is no way for me to get any answers other than making a complaint here so here we are.

Dear eiddmark, 

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. 

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? 

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

I provided Selfie, ID and address documents on the 21st August. after that not one single answer if they want anything else or so until i made this complaint.

Yesterday they sent me an sms code while i was working, after i got home from work i sent the code in live chat and was told it was to late and they will send the new code in a few days.

They havnt sent me another sms code after last time even though they said they would do it within a couple of days.

I still cant make withdraw because they will not verify me until i have sent them the sms code they dont send to me. Have you talked to them?

Have you requested a new code to be sent? Please forward any relevant communication between you and the casino regarding your problem to veronika.l@casino.guru. Thank you.

yes at 2 different times i have asked for a new code and nothing

I have forwarded the only 2 email communications they have had with me to your email Veronika

Thank you very much, eiddmark, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you eiddmark for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask MoreSpin Casino for their help in resolving this complaint. We would like to ask you for your help in resolving the player's verification process issues.

Thank you!

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.

Yeah they still havnt sent me any more sms code after previous one they sent even though they told me they will send me another code again later

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,

Peter