The player from Italy is complaining about the lengthy and complicated verification process. Player’s complaint has been resolved successfully.
Spin Million Casino - Player’s struggling to complete account verification.
Amount: €350
Spin Million Casino
Safety Index:LowSafety Index
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3.7
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
the casino behaves incorrectly, from the first withdrawal, they asked me for other documents even if mine had already been approved, after sending them all they still canceled the withdrawal, when they cancel it I restart, one more day goes by and I am rejected again without any explanation, I restart it again a day passes and I am asked for the bank account statement, in the meantime from the daily access I am credited with 20 euro bonus which to be unlocked you have to make the turns, my withdrawal that is blocked is inserted together with this bonus money and I am told by the support that the casino is only one and that all money must be turned over up to a thousand euros, the casino provides 24 hours of inactivity for the documents before the withdrawal is rejected in in this case as I had a 20 euro bonus the casino canceled me on purpose in 24 hours without giving me any explanation.
the support treated me badly and forced me to replay my winnings like every time I had money to withdraw!
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3 years ago
Dear Luca,
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 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 have played and lost your winnings?
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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3 years ago
Translation
Hello, the problem is not the verification of my documents that I understand and that's fine, the main problem is: the game account is mixed together with the bonus balance so if you have any amount in your balance it is also mixed with 10 euro bonus that you receive data from any activity, so to get your real money back you have to replay those 10 euros from 30 to 100 times,
second problem is the fact that the documents that were requested from me were all already loaded, they canceled the payment right when I received 20 euro bonus (unlockable after 1000 euro of turnover) thus forcing me to have to play my previously withdrawn winnings .
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3 years ago
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All the required documents had already been sent, when they had the opportunity to mix my withdrawable balance with the bonus balance they did it immediately (we are talking about a window of 20/30 minutes maximum) after canceling my withdrawal I received an email saying that I hadn't uploaded my bank statement! That had never been asked of me before.
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3 years ago
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I'm not complaining about the verification process, I'm complaining about the incorrectness of the casino.
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3 years ago
Thank you very much, Luca, for the clarification. Do I understand correctly that it is your very first withdrawal attempt in this casino and your initial winnings were accumulated without any active bonus?
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3 years ago
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Exactly, it was my first withdrawal and my winnings were accumulated with no bonus.
Today the casino, after various discussions via e-mail, returned the amount in question to me.
thank you very much for your assistance.
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3 years ago
Thank you very much, Luca, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
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3 years ago
Translation
Yes, you can safely close the casino, the amount has returned to me. Thank you
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3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Luca, for your cooperation and confirmation, and please don’t hesitate to contact us 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
