The player from Germany faced delays in the verification process as the casino repeatedly requested various documents, including notarized certification, and became unresponsive despite the player's compliance. The Complaints Team extended the response time by 7 days to allow the player to provide the necessary communication and documents. However, due to the player's lack of response, the complaint was ultimately rejected.
RealSpin Casino - Player's verification has been delayed.
Amount: €5,000
RealSpin Casino
Safety Index:Very lowSafety Index
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1.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
For over a week, they have been requesting documents from me, asking that all four corners be visible, and then they asked for me to hold my ID and other documents up to my face and take a picture... I've done all of it. Now they want a notarized certification... I've sent that too and now there's no response. What do I do now...
Automatic translation:
Public
Public
2 months ago
Dear ismetdural99,
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?
Have any of your documents been approved by the casino?
When was the last time you communicated with the casino customer support and what was your conversation about?
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
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2 months ago
Translation
I sent them all of that, and they got the OK, then they wanted the notarized registration certificate from me... I sent that too... now I've asked for the interim status but nothing has come... no answer, nothing...
Automatic translation:
Public
Public
1 month ago
Thank you for your reply.
Please forward me all the communication between you and the casino customer support regarding your unfinished verification to my email address at veronika.l@casino.guru. Kindly include the identity documents and photographs that have not yet been verified as well. Thank you for your cooperation, and I look forward to assisting you further.
