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

I'm verified at this casino. I have requested a withdrawable deposit. I moved to this casino for the new year etc as they had fixed a previous complaint up and thrown in an extra as well. So I have deposited a few times this week via my skrill account and the requested amount was rejected as I needed to provide screenshots of my skrill deposit. I have sent everything they have asked regarding my skrill account. Account email,number and deposit history. They keep asking for the same stuff over and over 7 times Ive been on live chat and even uploaded what they asked for during the 45 minute 5th live chat with Peter and he said "yes this is what they want please upload it to your account .I then uploaded the requested screenshot and requested a withdrawal. Once again it was rejected and Ive been on twice more with live chat and can't even get a result.I actually like this casino so I'm extremely disappointed. I'm also about to lodge a complaint process with skrill.

Dear Wollygog,

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.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you have requested a withdrawal and apply for the account verification?

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,

Petronela

I spent literally an entire day trying to screenshot the impossible requests. Skrill has also been informed as that was the method used. They are asking for a paysafecard screenshot of the transaction that includes my account and email numbers disable. I got frustrated with all this then deposited another 30nzd no bonus with my visa and won $300 which I requested a withdrawal and same thing. Wants proof of payment from 3 deposits ago. I have all generic documents sent to me that I can provide you with and a few from the support team as well.

Thank you very much, Wollygog, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.

Hello Wollygog!

I will take care of your complaint from now on. I'd like to invite representatives of Spinago Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the withdrawal issue.  

Dear Wollygog,

We're very sorry that you are facing problems on our site, but let us explain a few points:

1. Due to anti-money laundering regulations in licensed gaming we have to verify each payment method used for deposits, sorry for such inconveniences and hope for your patience.

2. You have used three payment methods to make your deposits: credit card, skrill, paysafe.

3. You have already verified your card and your Skrill account, but you still need to verify your Paysafe.

Kindly ask you to upload your Paysafe paper cheque used for the deposit where we can see the sum and date. Remind you that we need the proof of the deposit made on December 26, 2021 02:06 UTC. Or in case if you have a Paysafe account, you need to upload two screenshots:

I) The first one where we can see the deposit to our casino + your account number.

II) The second one where we can see your account number + your first and your last name (you can find the information in the account settings, where we can find all the information about the account holder)

You may use the computer version of the website to make these screenshots.

You can always ask our support team for assistance, they'll do their best to resolve your issue.

Best regards,

Spinago Casino team

Correct me if Im wrong but arent Paysafe and skrill the same.

Hello Wollygog,

to my knowledge, Paysafe and Skrill are different payment methods.

It's our recommendation to fully comply with the casino's verification (KYC) process. Casinos have the right to verify that you are the true owner of all the payment methods used in the casino, as they are often obligated to do so by regulators or anti-money laundering laws.

Please let us know how it goes or if you have other issues. I am confident you will be paid out after the process is complete.

Spinago have closed the complaint and have provided me with example screenshots to dig out from paysafecard. I'm in the process of learning how to get these. Meanwhile the complaint has been reopened since my last email reply from the VIP manager. Happy to forward to you any email correspondence if necessary.

Hello Wollygog,

I apologize for the late reply. Feel free to send any relevant communication to tomas@casino.guru .

Dear Wollygog,

You have been provided with instructions for completing account verification, containing screenshots of examples of required documents. Please follow the recommendations and upload all the documents to your casino account.

Skrill and Paysafe in this case are two different payment methods and both require verification.

Paysafe has a wonderful APP where you can find all the necessary details, thanks to which you'll be able to provide us with two screenshots of the established sample.

You may use the computer version of the website to make these screenshots as well. Files in PDF Format with your transaction history downloaded from Paysafe can also be accepted.  

Pay attention, that withdrawals may be terminated until the account is fully verified.

Let us know if you have any difficulties.

Thank you for your patience and cooperation.

Documents from skrill,paysafecard and Spinago have been sent.

Going to need your correct email addy Tomas

Hello Wollygog,

I have just received an email from you. My email is tomas@casino.guru

Hello Wollygog,

keep us informed as to the status of your verification and withdrawal and in case you need any more assistance. Much appreciated!

The crux of the matter is I was verified before I started depositing and why would the kyc process accept that deposit and my verification only to ask me to do something that's probably quite easy for a young techie

I on the other hand would need 6 months training

So therefore I would prefer not to play at Spinago and just withdraw this complaint but I would like it noted that the $300 no bpnis deposit was refused for absolutely no reason at all.

Hello Wollygog,

As stated above, the casino requires proof of ownership for all payment methods used to fund your account, which is standard practice. In general, providing the KYC documents in advance can smooth the withdrawal process provided you don't use additional unverified payment methods. Again speaking generally, proof of ownership of payment methods is investigated after a withdrawal reqest is made, and not before a deposit request is made.

Is there no chance you would be able to provide the required documents to the casino?

Do I understand correctly that you don't wish to proceed with resolving the complaint on casino.guru? If that is the case I will be forced to close this complaint as 'rejected'. Please let us know how you wish to proceed.

The only possible way for me to get what they need is to wait for my grandkids to come over from Australia or I give you or Spinago my account details and you screenshot,pdf or whatever it is they are asking for.Happy to trust you guys to do this if possible.

Just like to add I have now got access to a laptop so hopefully will forward all relevant documents.

Hello Wollygog,

Were you able to make any progress with the verification in the casino? Please, keep us updated.

They have reopened the complaint/issue and havent yet responded any further.

Hello Wollygog,

has there been any development with your verification process? Please let us know.

I screenshotted the required documents to support who acknowledge they had reopened the complaint. As yet I have not heard back from them.

Dear Spinago Casino team,

has Wollygog provided everything necessary for completing account verification? Please advise. Much appreciated!

Dear Wollygog,

One screenshot is still missing. Could you clarify where the documents were uploaded, please? At the moment, the documents required to complete the verification ain't in your account. We need only one more screenshot of your Paysafe, where we can see the deposit, sent to our casino + your account number (Kundenummer).

Remind you: this information should be visible on one screenshot.

Could you tell us, please, is it possible to upload this document in the near future?

If so, please, upload the photo to the tab "Documents" into your profile.  

Hope to hear from you soon!

Hello Spinago Casino team,

I believe you received several screenshots of transactions in your email on Sunday 30th January from Wollygog. We would like you to give us feedback, on whether these will suffice. Much appreciated.

Hello Tomas,

Thank you for your assistance in resolving the issue.

All the necessary documents have been received and the account has been fully verified.

Hello all,

thanks for the reply and the good news to the Spinago Casino team. Wollygog, could you please confirm you've been verified? Has your issue been resolved?

Hi there, as stated it my account has been verified.

Hello Wollygog,

thanks for the update. I am happy to hear you successfully verified all the used payment methods. If you have a pending withdrawal, we can leave the complaint open until you are paid out. Let me know how you wish to proceed. Thank you.

There is currently nothing pending. Thank you Tomas

Dear Wollygog,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.