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

Não aceitam meu RG como comprovante de identidade.

Dear maacknxx,

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.

Could you please clarify what "RG" is and if the casino explained why it was not approved? Have you provided any other documents?

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,

Kristina

Hi Kristina. "RG" is the ID document on Brazil. Its valid for 10years. Ive sent this and other documents, but they refuse and ask me a document with 'valid expiration date'. The only document that have this here on BR is the CNH that allow you drive, and this is expensive not everyone have it. We use RG for any ID verification, and i used this many times for validating my id in other casinos.

Thank you very much for your reply, maacknxx. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, maacknxx

First of all, we would like to apologize for answering in English.

We appreciate the feedback you have provided and we are sorry to hear that you are having a hard time getting your winnings.

Unfortunately, we are unable to accept the "título eleitor" as proof of identity.

However, you can provide any document from the list below:

• Passport

• Driving license

• ID card

• Residence permit

Please provide proof of ID with the visible "data de expedição". Since the document is valid for 10 years, there is no need to provide the document with the expiration date. You may provide an RG card one more time.

Also, make sure to provide the document in good quality with all the details visible.

In this case, our KYC Team would be happy to accept such documents as proof of identity.

Use this link to upload the photo: https://www.spinsamurai.com/pt-br/profile/documents

If you still have other questions or concerns, please reach out to us via live chat or with the next email address: support@spinsamurai.com

We are available 24/7.

Sincerely, Spin Samurai Casino

Hi. I've sent the documents, they accepted now. But im trying withdrawal and they refuse everytime saying "Wrong bank information", ive tried lots of ways, but they refuse my withdrawal. Already sent my bank image of my bank infos as they ask, but they cancel everytime. Its 24hour for check and i receive a message that they refused.

):

Hello, maacknxx

Upon checking, I can see that our relevant team sent an email on June 22 with information on what needs to be corrected from your end.

Sincerely, Spin Samurai Casino

I already sent a reponse. Sent my bank info in email and uploaded in website. No response from your team for my email and the upload on site still pending since this.

Hello, maacknxx

Please understand that checking documents can take some time. In any case, you will be updated via email. Upon checking with our relevant team, I can confirm that your withdrawal has just been approved.

Sincerely, Spin Samurai Casino

Right. Thank you.

Hello, maacknxx

I have checked your account and can see the most recent withdrawal has failed due to an Invalid bank code. I would like to ask that you double-check your withdrawal information to ensure your withdrawal may get processed as soon as possible.

If you require anything else, please do not hesitate to ask.

Sincerely,

Spin Samurai

I don't know how this is possible, since I sent the information that my bank provides. I have withdrawn several times from other casinos with the same account, with the same information. Either way I'll send ANOTHER bank account. If that doesn't work I suggest you cancel your services for users from Brazil, that's a shame. 2 weeks trying to cash out and having several problems, this is the worst experience I've ever had at online casinos.

Done. I send. This will be the last attempt. If your team doesn't do anything, I'll wait for the casino guru to do his job. Remind your staff that they are damaging the casino's reputation for 100$ which is a lot for me but not paying them could cost your casino thousands of times more. I'm not mad about the mistakes, maybe there really could be something wrong, but I'm mad about the delay, it's 24 hours for me to have an answer and they could have a single person to talk to me and in half an hour we could solve it.

Hello everyone,

Thank you both for your replies.

maacknxx, hopefully, the withdrawal will be processed soon. I will leave this complaint open, so please, keep me informed about any further developments.

I got the money. Thanks.

Dear maacknxx,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru