Spin Million Casino - Player’s struggling to complete the account verification.

each time they ask for a document that has already been sent. then they say that the bet was not regular (instead I have photos of msg and emails that make it the opposite) via email they reply when they want, they do not tell you exactly what they ask, each different things probably to take time and make you replay everything. are casino 'to be closed. people play it's true but if they have problems withdrawing their winnings they have to close them. in the past they have stolen more than 3000 euros by telling me that I had not satisfied the bonus bet but I had not requested the bonus.

Dear anaeli,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Do I understand correctly that you’ve been accused of irregular play? Have you accumulated your winnings with or without an active bonus?

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

Good morning ... I have sent many documents ... I state that I have already withdrawn once ... and once they froze me 3000 euros telling me that I had not satisfied the bonus but in that bonus amount I had not requested any ... , driving license, certificate from the municipality declaring that I am an Italian citizen, copies of all my papers, copy of the bank statement. But each time they ask for various documents. They cancel my withdrawal and still more days go by.

Thank you very much, anaeli, for your reply. I remember in deed your previous complaint https://casino.guru/spin-million-casino-player-s-winnings-have-been-cancelled and the issue related to the account verification.

Do I understand correctly that you’ve been accused this time of irregular play? Have you accumulated your winnings with or without an active bonus?

Hello, the bonus was minimal and had already been used up for the wagering requirements. but much more. they always take this excuse to delay the payment and have them withdraw your winnings and replay them or freeze it, but before withdrawing they always check that they have zero wagering requirements. Then they ask you for other documents and that's fine. I have no more of my identity to send. Anyway, more than 48 hours have passed and my withdrawal is still pending. Then .

And you will see that they will still find excuses and the withdrawal will never arrive. I keep you updated.

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru?

of course. all communications. also the one who confirmed the payment. happened on Friday according to them. Let's see when it arrives and if it arrives without other problems. as the previous time they communicated that it could only be done on a current account with iban and not on paper. as well as all communications where it should have already been on my behalf.

I'm very sorry but I'm not sure if I understood correctly that your payment has been processed already. Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru? Thank you in advance.

Dear anaeli,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.