Spin Fever Casino - Player’s account has been closed, complicating withdrawal.

Hello

I registered an account with spinfever casino on Saturday the 7th of September. I deposited 0.046006 ethereum and participated in the 100% welcome bonus. I was fortunate to have completed the wagering requirement and ensured I played on an eligible game with spin amounts below the maximum allowed as per the bonus terms and conditions.

later on the Saturday I submitted a withdrawal request of 0.36151 ethereum (approx 840usd). Alongside this withdrawal I submitted my POA and POI documents as well as a selfie with my passport. I received an email informing me that the cash out was then pending.

on Sunday I discovered that my account had been disabled. I contacted support whom informed me that my account had been permanently closed. They have also said that I must submit a selfie with my ID, with my elbow and hand visible in the photo whilst standing in front of my house.

These verification conditions come across as unnecessarily intrusive and a predatory strategy used by the casino to not pay out. I have submitted legitimate ID documents. A selfie infront of my house would be meaningless and a bizarre request. There is no number on the door, I could just as well take a photo in front of any building and claim it is my house. Additionally I am now away for university so this is something I simply can’t supply.

I have only used this casino once, it is concerning that this casino would undertake such measures for what is a trivial amount of fairly won money.

thank you for your assistance with the matter.

Dear waikika,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Has the casino given you any reason for permanently closing your account?
• Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Dear Dominika

no the casino has not specified the reason for account closure.

i shall forward the transcripts and emails from the casino now

Dear waikika,

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.

Such verification conditions and requests are common.

Is your university far from your address?

Will you be back at the address in the near future?

If you do not cooperate with the casino to undergo verification successfully, we won't be able to assist you.

I am going to be away for the semester. To confirm I have submitted copies of my Proof of identification and copies of a utility bill to the casino. However at present I am unable to take a photo of myself in front of the door - and to re-iterate the door doesn’t have a number on it.

if the casino won’t payout my winnings I would have thought that they should still at least return my deposit which they are refusing to do

Dear waikika, have you tried discussing alternative ways of completing KYC with the casino?

Hi

Ive Managed to travel home and take a picture, I have submitted it, we’ll see what they say…

Hello.

following submission of the document my account has been reinstated and the withdrawal has been processed. I am happy to consider this matter closed. Thank you

Dear waikika,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Dominika

Casino.Guru