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

Dear Michael,

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.

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

After speaking with Archy over the phone I am confident in settling this as I have had advice given to Mr on 3 occasions now and all have said the same thing..... Understand rules in place but when I play with my card and deposit with my card and then provide my driver's licence with most recent photo identification matching my card used to deposit and then ultimately ask to have cash request on same card used to deposit then what more could one possible need for verification? Contracts for work with address and occupation on it, birth cert, clubs and establishments with photo I'd and name no address on these cards, phone bills, toll notices statements anything I could get my hands on the over and over above snybodies epectation. see above instant means instant furthermore if stolen card to play initially don't you think it would be silly for a crook to ask to have payout out on card that I assume would be cancelled now and fraud team on the case no good for the crook to claim winnings if they did so ... When I'm told I'm verified, then I'm verified right? Then instant transfer as they preach see photo above then that's what the expectation is! I drive a garbage truck for living for argument scheduled pick up on Tuesday is put out Monday evening ready to be collected first thing Tuesday then cannot f Wednesday as my and there expected to pull bin in once they arrive home from work that day not lift kid and leave another night due to me not practicing as I've preached... Say something you need to do it! I'm a doer not a gonna as gonnas gonna do it later or gonna tomorrow or gonna once the sun goes down, gonna after this footy game etc... Gonna gonna gonna, just do it! Instant is instant not instant when we get around to it! Week later then process is that instant for player 1 week late or instantly like you promise on site for all to see and is instant one week after being asked but instant when you get around to things? Afraid never mentioned such delays or back log of increased amounts of verifications ... Not my or anyone's problem but the casino! Time spent following up, frustrating over a long period, said worry they wont then instantly ask me to return and deposit once more when they cannot.... What fon_id2nce does the casino give me when they bugger up my very first request? What idiot would want to deposit further 3ith chance of same thing repeating itself, only fair I think this and I'm only as good as my last experience....

IN

I fully understand your point of view, Michael. However, if you have played and lost your winnings already we won't be able to assist you. Are there any funds being held by the casino now? How much is your active balance?

Dear Michael,

I do apologize but we handle all the complaints in writing only. In this way, we have a record of all the important information in one place.

You fully understand, then...

1

Are there any funds being held by the casino now? How much is your active balance?

No funds held by casino.

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. Since all the funds have been played and lost before we could intervene and help with the KYC completion, I will now reject this complaint. Thank you for your understanding.