Need For Spin Casino - Player experiences prolonged payment verification.

It's been more than 10 days now that I've been trying to claim a small win. They keep sending me a daily email for a zip code, which is clearly specified in the documents I've sent. I've forwarded 20 documents and they're still making it difficult for me. I wouldn't recommend this casino to anyone. They especially seem unwilling to pay out winnings. Unbelievable.

Dear ecaribotti,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good morning,

I'll explain better, at the beginning I sent all the documents, after three days they ask me for the front and back of the passport (never seen the back of the passport),

After another three days they ask me to change the address confirmation, because the telephone bill was not good (I don't understand why)

After three days they tell me that the address on the bill does not match the one in my account,

I attach photos, in my account there are two zip codes, one wrong and the other right, certainly inserted by mistake automatically from the phone, however the other also appears, above right below wrong, now they are asking for an address that does not exist

All this for three days in three days, almost two weeks have passed

Magically today it was accepted

Thank you, ecaribotti, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear ecaribotti,

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.

Hi, can you close the case, thank you very much,

Even if I have never seen so many problems withdrawing from a casino, each withdrawal requires 14 days of waiting, they should be removed from circulation

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ecaribotti, 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