The player from Lithuania provided most of the required document, but the account still hasn’t been verified, because one notarized document is missing. The casino failed to respond to this complaint and we were forced to close it as 'unresolved'.
Spin Million Casino - Player has problems with identity verification.
Black points: 421
Amount: €5,000
Spin Million Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.7
Spin Million Casino has a Safety Index of 3.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
the casino still asks for another and another document, I submitted everything except a notarized document, because in my country they can not confirm with a bank card, and the casino still requires it.
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3 years ago
Dear Deimantas,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but 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. Each casino is unique and proceeds the verification process differently.
Could you please indicate, which documents you have already provided? Have all of them been approved?
Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru
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,
Kristina
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3 years ago
hello, I submitted my driver's license, ID card, bank card, proof of residence, then ask for all this document with my face, I did and confirmed everything, but now I ask that I send everything to a certified notary, but notaries in my country cannot legally certify the bank card.
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3 years ago
by the way, in the beginning they were canceling my 4000, allegedly i violated the bonus requirements, but i sent them a lot of proof and they returned them to me. now there are about 10,000 in the account, but I'm trying to withdraw only 5,000, I don't think I'll get any money ...
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3 years ago
Thank you very much Deimantas for your reply. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hello Deimantas!
From now on I will be helping you out with your issue. I would like to ask Spin Million Casino to join this conversation in order to resolve the issue.
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3 years ago
i don't think they will join, because when they were given a notarial response, due to the certification of documents, they no longer tracked, I lost hope of getting that money back.
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3 years ago
We would like to ask Spin Million Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.
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3 years ago
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
