Need For Spin Casino - Player experiences withdrawal delay due to document issue.

It takes forever to contact the financial departement. And they try to everything so you cant get your money out. And they need alot of documents. And when i send every document they wrote that i did 1 wrong thing with the name. So iam not sure i Will get my money out. Its not a good casino If they do that.

Dear poikolainencaroline,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Need for Spin Casino. 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 takes 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? 

Could you please explain in more detail what you mean that you did "one wrong thing with the name"?

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

Dear poikolainencaroline,

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.

Hello again.

When I made the account at the casino, I had never heard of "surname"? Before. I thought it meant nickname. So I wrote carro on the surname and then I wrote my last name on the username.

When I was going to withdraw the money, they wanted a picture of the ID card and a selfie with the ID card. Also bank card image on front and back. And print screen at the bank where they say my IBAN and BIC number. So I sent everything required and contacted the chat and asked how long it would take. They couldn't answer that. Then after 2 days I received a reply from kyc by email that I had given the wrong name which did not agree with the ID card. "Surname" I assume they meant. And that it was a requirement from the side that you should state the correct name. I contacted the chat on the page again who said I could email the support team regarding the name change and more. So I did that and sent print to the kyc team that I emailed support about getting the name wrong and that I needed to get it changed. I then contacted the chat again many times and they wrote that I needed to wait but that my money was safe and I would get my money.

Finally, after 1 or 2 days, I get an email from the kyc team again that they are blocking my page because I gave the wrong name, and they are withdrawing my withdrawals of 1500 euros. It also says that I cannot make more accounts because then I will be blocked again. But that I will get my 20 euros back that I played for. So I didn't get my money of 1500, but only 20 euros I got into my account. And I am now blocked from the page. Even though they promised me on the chat that I would get my money.

Thank you very much, poikolainencaroline, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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 poikolainencaroline,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Need For Spin Casino to join the conversation and participate in the resolution of this complaint.

Dear Need For Spin Casino,

Can you please explain why you have confiscated the player's winnings despite their request to change their profile information?

Thank you.

Kind regards,

Tomas

Casino.Guru

Dear poikolainencaroline,

thank you for sharing your experience and giving us the opportunity to look into this case.

According to our audit, POIKOLAINEN has used invalid data. Specifically, the surname used during registration on our website differed from the one in her personal documents.

This action violated our Terms and Conditions:

"2.4 You must provide us with correct personal data during registration, which includes your name, surname and date of birth, as well as contact details, address, phone number, and email".

Therefore, our Risk Department was forced to apply procedures that would prevent a fraudulent activity. Based on our rules:

"2.6.1 If you fail to verify your account in established time, winnings will be confiscated and your account will be permanently closed due to failed verification procedure;"

Consecutively her deposit was refunded and active balance confiscated.

During the processing of this case, our Risk Department has received a notification from the player which stated that she indeed has mishandled the data, clarifying that the login aligns with the actual surname.

Considering the received information and based on our records, our team has decided to favor the client, and we have updated her personal information in the profile. In addition, we have reimbursed the amount of 1480.34 EUR, except the previous refunded deposit.

As of our latest checks the customer has utilized her funds, and also applied an account freeze until the date: 20.12.2023

We truly understand that such circumstances can be frustrating, and we apologize for the inconvenience caused. However, we would like to highlight that we acted in accordance to our Anti-Money Laundering (AML) Policy, as security is highly important for all parties involved.

Thank you for understanding,

Need For Spin Casino Representative

Thank you for the information, Need For Spin Casino.

Dear poikolainencaroline,

Can you please confirm if this is correct so that we can consider the case resolved?

Dear poikolainencaroline,

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.

Dear poikolainencaroline,

Unfortunately, as it appears you have played your balance down to zero and also requested an account freeze, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Tomas

Casino.Guru