The player from Germany was complaining about the lengthy and complicated verification process. A few days after we contacted the casino, the player confirmed a successful refund of his deposit, which was higher than the disputed amount of the complaint. Therefore, we consider the complaint resolved.
Spin Fever Casino - Player is struggling to complete account verification.
Amount: €69
Spin Fever Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
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Spin Fever Casino is absolutely not recommended.
I made a deposit of ~€75, played some slots with it and wagered my deposit more than 3 times. So now I have a balance of ~€69 which I wanted to pay out. I knew the first withdrawal request would be rejected because I had to go through the KYC process, which I have absolutely no problem with.
So I uploaded all the required documents to the site, some of which were accepted, for example the proof of deposit was classified as "not required".
After my documents were accepted, I made the second withdrawal request. This was also rejected: the photo of my identity card should be taken on a different background. I did this.
Withdrawal request number three: Declined. Another selfie is required in which I hold my ID card in my hand. Has been done.
Withdrawal request number four: Declined. My hand, shoulder and elbow must be visible on the selfie. Has been done.
Withdrawal request number five: Declined. They want me to take another selfie with myself, my ID and a piece of paper that says "Hello Spinfever Casino + today's date". This too has been settled.
Withdrawal request number six: Declined. I'm told to take another selfie of myself, my ID, and a piece of paper that says "Hello Spinfever Casino + today's date," all in front of my house. In addition, the house number should be recognizable which I have given in my profile. I haven't done this yet because I'm pissed off.
This is pure stalling and bullying the customer, just ridiculous.
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1 year ago
Dear marceljasper91,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise if you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?
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,
Petronela
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1 year ago
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Hello Petronela and thanks for the reply,
I have never played at this casino before nor have I claimed any deposit bonuses.
I also fully understand the KYC process, this is not the point of contention that annoys me. However, the casino has already received all the necessary documentation to ensure that the personal information provided is correct and that I am the legal owner. This not only includes (several) selfies, but also documents such as proof of payment and an invoice for my internet connection.
In my opinion, the casino here is just trying to buy time until the customer gives up. In this case, according to the terms of service of this casino, a monthly fee would be deducted from the player's account.
The casino has already received 3 selfies in various designs, now another one should follow where I am standing in front of my house so that the casino can see my house number which I have stored in the profile? The address is already on several documents that the casino has received for verification, and my house number is there countless times in town, so it could also be any other house number that I photograph there in the background - in my opinion, that has absolutely nothing to do with it to do a "KYC" procedure.
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1 year ago
Thank you very much, marceljasper91, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
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Addendum: This morning I uploaded the selfie as requested. All you can see on it is myself, my arm, elbow and shoulder, my ID card, a note that says "Hello Spinfever + today's date" - all in front of my house, the house number can be seen in the background.
When I asked, it said that the "manager" had to confirm the selfie and that I should ask again later. So about 2 hours later I asked about the status of the confirmation. I was asked to wait a little longer as the "manager" couldn't confirm the selfie yet.
I then did some private things and wanted to ask again about the status of the confirmation, which didn't work because my account at Spinfever Casino was banned. I asked the casino support and they just said "Currently your account has been closed by Administration's decision. Our team will contact you soon via email, kindly ask you to wait for it, please."
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1 year ago
Hello, marceljasper91,
I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Just one more note about your previous claims about the photo taken in front of your house - if your house is also (for example) in Google Maps, it is easy for the casino to compare it with the photo provided, so the photo cannot be taken in front of a random house.
Now I would like to invite Spin Fever Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Spin Fever Casino Team,
Could you please provide us with an explanation of the player's situation in more detail? Why has the account been banned? Have any of his winnings been confiscated? What steps should the player take to unblock the account and withdraw? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
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1 year ago
Translation
Hello Branislav,
Thank you very much for the information about Google Maps and the house number, this was previously unknown to me in this form - but it makes perfect sense.
There is a status update from SpinFever, even if this is not the solution yet: I have now received the email I was supposed to receive from the team. The reason for the account blocking was not mentioned in this email, but it was written to me that I should have my deposit refunded. This would require the crypto currency and a wallet ID. I sent this information to the support immediately, since then there has been no further reaction. It's been 5 days now.
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1 year ago
Thank you for the update. However, it would be difficult to guess what is the problem. So, let's wait for the casino's response. I sincerely hope someone will contact us and provide us with an explanation.
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1 year ago
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Update 2: I just got a notification from my wallet that the refund from SpinFever has arrived. So SpinFever has at least kept its word regarding the refund of the deposit.
Maybe someone will still come up with a statement as to why my account was closed.
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1 year ago
Dear marceljasper91,
I was in contact with the casino representative and received the same information about your deposit refund.
Can you please confirm we are talking about the deposit of €75, and that these funds were credited to your wallet?
Unfortunately, I have not received any further details regarding the account closure. However, casinos have the right to close players' accounts at any time, and we accept it if they pay the remaining balance to them.
In this case, if the disputed amount is €69 and you already received your €75, unfortunately, everything should be alright, and I am afraid there is nothing more we can do about it.
Did you receive any explanation from the casino in the meantime? Can I please consider the issue resolved?
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1 year ago
Translation
Unfortunately, I have not received any explanation from the casino. But I can confirm that I got refunded the deposit of 75€.
At this point, many thanks for the support and help!
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1 year ago
Alright, marceljasper91. Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds, that was the most important thing. As the main issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.
Thanks also to the casino representative for his help and cooperation outside of this thread.
Best regards,
Branislav, Casino.guru
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