The player from Greece mistakenly entered a wrong address and was unable to provide the required documents for the non-existent address. Despite depositing 190 euros and attempting to contact support, they only received automated responses and could not proceed with a withdrawal. The complaint was rejected because the player provided multiple incorrect personal details, which was against the casino's terms and conditions. The player was advised to ensure accurate information when creating accounts in the future.
Need For Spin Casino - Player's account verification stuck due to wrong address.
Amount: €2,000
Need For Spin Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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5 months ago
Hello
Im trying to verify my account. By mistake i put wrong address, which never exists and the platform is asking to verify this address in order to change it. They are asking documents,that i cannot obtain. I have already deposited 190 euros and i want to make a withdrawal. I have sent in both support and financial emails with all the details,but all i got is an automated response. I believe i got scammed.
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5 months ago
Dear georgepapadakis532,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that you must always provide complete, up-to-date, and correct personal details when creating an account. I checked the General T&Cs and I found this:
2.4You 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 (hereinafter referred to as the "Personal Data") and keep your details up-to-date.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify what is the difference between the current and the incorrect address?
- Is this the only incorrect personal detail?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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5 months ago
Update: They send me an email, where they requested only a screenshot of my IBAN. I sent them a screenshot and they replied with an automated response that they need more documents. Honestly this is one of the worst things i have ever experienced with a casino.
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5 months ago
Thank you for your reply, georgepapadakis532. First of all, I would like to emphasize that creating more than one account in a casino is prohibited by the vast majority of online gambling establishments, so this wouldn't solve your problem.
Furthermore, you provided multiple incorrect personal details which is against the T&Cs of any serious online casino, Therefore, we don't think you are entitled to your winnings or a refund of your deposits. I can only recommend that you always pay attention when creating a new account and always provide correct and complete personal information.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
