Spinago Casino - Player’s struggling to complete KYC verification.

ive been trying to verify my account I have a screenshot of my card I use to deposit and also a pdf which I uploaded both and they were both rejected. Im currently away at the moment and can’t physically get my card to take a picture then they will approve it !!! I’ve used the same document at several other casinos and had them approved with out any dramas .

Dear Benjamin,

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 have you provided? Have you received any explanation from the casino as to why your documents were rejected?

Additionally, please, forward any 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

Hi , I have provided all necessary documents I’ve done the same at many other casinos and have had them all approved . They’re saying that the photo of my bank card isn’t acceptable as it’s was a screen shot I then uploaded it as PDF and they said that wasn’t acceptable. They wanted another photo with a different back ground but I’m on holidays and don’t physically have my card to do so that’s why I’m using the pic I have . I can provide any other proof needed to prove my identity. I’ve now lost the money I was trying to withdraw but I still my account verified so I can continue to play there and withdrawal with out hassle

Benjamin, I am sorry but if the casino requires this document in order to verify your account, you should send it as soon as possible. We will not be able to help you until you have provided all the necessary documents.

Dear Benjamin l,

Has there been any news? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.