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

Thank you.

No matter how many times I upload the certification documents, I cannot get permission.

Even if I ask the reason by e-mail, the only answer is "Reason: Please provide the document in English."

Even if I send a message saying that there is no English document because it is Japan, I only get the same fixed phrase reply.

The documents I sent are a driver's license + passport.

Thank you.

Dear sai1331,

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.

Do I understand correctly that the casino refuses to verify your Japanese documents due to a language barrier? 

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you for contacting us immediately.

I am Japanese and live in Japan. Naturally, my driver's license and passport are written in Japanese.

I can't get a driver's license written in English

Thank you very much, sai1331, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear sai1331,

I’ll be taking care of your complaint from now on. I’ll contact the casino representative and try my best to resolve the issue.

I would like to invite Spin Samurai Casino representative to join this thread and participate in the resolution of sai1331’s complaint.

Dear Spin Samurai Casino team,

Please explain the reasoning behind your decision to not accept sai1331’s driver’s license and passport as valid proof of identity.

Thank you for your help.

I just received an email confirming the documents.

thank you.

However, the payment has not been made yet.

We will inform you if there is a deposit.

Thank you, sai1331, for the update. I’m glad to hear the good news. Please let us know once you’ve received the payment or if there's any other news regarding your complaint.

Thanks to you, I was able to withdraw money, thank you.

Dear sai1331,

Thank you for letting us know. Do I understand correctly that you have already received the funds in your account?

Yes. I have already paid. thank you

Thank you, sai1331, for confirming and for using the Casino Guru complaint resolution center. I’m glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru