The player from Germany is experiencing difficulties withdrawing his winnings due to awaited Skype call verification. Player’s complaint has been resolved successfully.
Spin Fever Casino - Player’s enquiring about the account verification.
Amount: €1,500
Spin Fever Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I deposited €100 and played with bonus. When the bonus was fully wagered, I was able to withdraw €1500.
The payment has not yet been made.
I should upload the usual data for verification and use it to verify ID, address and payment. I did that too.
My account was then closed and additional data was requested for verification. First, I should disclose my payment history from Mifinity for the last 3 months. Then I should disclose my bank statement for the last 3 months and also my payslips for the last 3 months.
But that doesn't seem to be enough either. Now my Skype ID is needed (although I don't use Skype) and is supposed to let me call Skype next week. The conversation should then take place in English, although unfortunately my English is not very good.
It seems I'm being scammed here. The casino is trying to unnecessarily lengthen the verification process, has already blocked my account and apparently does not want to pay out my winnings, although I have uploaded much more than a casino usually asks:
-ID (front and back)
-Selfie with ID
-Proof of address
-Proof of payment
- Salary slip of last 4 month
-statement of bank account (last 3 month)
Automatic translation:
Public
Public
1 year ago
Dear Doedel14,
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. It is nothing unusual to undergo a Skype call to verify your account and I would strongly recommend attending it.
Please keep me updated and let me know how the call went. Thank you very much in advance.
Best regards,
Petronela
Public
Public
1 year ago
Dear Doedel14,
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.
Public
Public
1 year ago
Translation
Did everything work out and received my money - can be closed
Automatic translation:
Public
Public
1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Doedel14, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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