The player from Italy is having difficulties withdrawing winnings due to incomplete verification. The complaint was closed as unresolved as the casino did not respond to us.
Spin Million Casino - Player’s struggling to complete KYC verification.
Black points: 177
Amount: €400
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, passive regulator
UNRESOLVED
Case summary
3 years ago
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3 years ago
Translation
For more than a week and a half I have been trying to withdraw 400 euros from the spin million site. They keep canceling my withdrawal and asking me for the documents I sent them at least 8 times.
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3 years ago
Dear Giuseppina,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.
Which documents you have already provided and when exactly? Have you received any explanation from the casino about what is wrong with your documents?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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3 years ago
Translation
Good evening then I sent 6 times the photo of the identity document, the bill and the card in which to load the money. I've been doing this for 2 weeks. Also I wrote to them in the casino chat and they keep telling me to send the documents, even though I have already done so. Then they ask me to insert them in the gaming account documents but having exceeded the loadable documents threshold I can no longer put them. I also asked if they could delete them so that I could put them more clearly and they said no.
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3 years ago
Thank you very much Giuseppina for your reply. I will now transfer your complaint to my colleague Nick 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 Giuseppina,
I'm Nick and I'll be assisting you from now on in your case. I would like to ask Spin Million Casino to join us and help us resolve the player's issue.
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3 years ago
Translation
Good evening, may I know at what point with the resolution of the problem? I still haven't received my money or any response
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3 years ago
Translation
Good evening, may I know at what point with the resolution of the problem? I still haven't received my money or any response
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3 years ago
Dear Giuseppina,
Unfortunately, we haven't hear any respond from the casino yet. We will give them 7 more days to provide an answer otherwise we will be forced to close the complaint as unresolved, which may negatively affect the casino's rating.
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3 years ago
Translation
Ok let's hope it goes well because it's not fair to lose money like this anyway thanks
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3 years ago
Dear Giuseppina,
Unfortunately, as you can see, we still haven't receive any respond from the casino. Based on that we will be now forced to close the complaint as unresolved. I'm really sorry that we could not help you out more but as the casino is non-responsive, there isn't much we can do. Please do not hesitate to contact us if you will come across any oher trouble in the future, we will gladly try to help.
Best regards,
Nick
Casino.guru
