Spinamba Casino - Player is struggling to pass the KYC.

THEY DON'T MAKE ME COLLECT BECAUSE THEY WANT THE DOCUMENTS OF ALL THE CARDS WITH WHICH I LOADED THE MONEY

THE HOLDER OF THE GAME IS ME WITH MY DOCUMENTS I HAVE LOADED A LONG TIME AGO XON OTHER CARDS ONE OF WHICH I CANNOT GIVE IT BECAUSE A FRIEND I NO LONGER SEE IS ANOTHER IS EXPIRED OF THE OTHERS I HAVE NO PROBLEM BUT ALWAYS ABSURD TO ME. I SENT ALL THE WRITTEN DOCUMENTS TO THE COMPLAINTS OFFICE AND NO ONE ANSWERS ME..HOW CAN I DO ????

Dear Giorgy6,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 already provided, please? Have the provided documents been approved?

Also, do I understand correctly that you made any deposits with a card that doesn’t belong to you?

Additionally, please forward any relevant communication between you and the casino to kristina.s@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Kristina

MY DOCUMENTS HAVE BEEN APPROVED .. THE LAST TIME. THE REFILLS WERE MADE FROM MY CARD THE OTHERS DATE FROM 1 YEAR AGO .. AND IN ADDITION I CAN WITNESS ALL OF THEM UNLESS ONE EXPIRED AND ANOTHER THAT IS OF A FRIEND WHO I DON'T HAVE MORE CONTACTS AND I DON'T KNOW WHERE TO TRACK IT ON THE SITE I AM REGISTERED IN MY NAME AND MY DOCUMENTS AND LATEST REPRESENTATIONS ARE WITH MY CARD. WHEN I LOAD WITH OTHER CARDS NO ONE TOLD ME TO PROVIDE THE DOCUMENTS AND DECLARE THE CARDS SO IF AFTER 1 YEAR I HAVE NO CONTACTS AND I CANNOT PROVIDE THAT CARD WHEN THE LAST TRANSACTIONS OF THE WINNING ARE WITH MY CARD I DO NOT UNDERSTAND

Thank you for your reply, Giorgy6. First, I would like to point out, that deposits made by 3rd party credit cards are prohibited in most online casinos. I checked the casino's T&Cs (https://9spinamba.com/en/rules) and I found this:

"5.1.2. You are the sole owner of the funds in your account. All information that you provide to our Company during the registration process and / or in the subsequent time (including any transactions of funds) is actual, correct and fully corresponds to the name (names) of the credit/debit card owner or bank accounts which will be used to deposit or withdrawing the money to/from your account."

I would like to know if you won the disputed amount from the deposit made with your own funds. Also, I would really appreciate it if you could send me the communication between you and the casino. Thank you in advance.

I emailed everything by replying to yours and no-reply-complaints@casino.guru

Thank you

Giorgy6, even though you mentioned some conversation in your messages, I haven't received any. Would you be so kind and send them again? Please forward all the important evidence to my email address kristina.s@casino.guru.

Additionally, I would like to ask you to reply to your submitted complaint only inside the existing thread and not by responding to notifications. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Thank you for understanding.

Thank you very much Giorgy6 for your emails. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I am waiting to be contacted

Thank you

Giorgia

Hello Giorgy6.

Thank you very much for sharing your negative experience with the casino. We will now try to get in touch with them.

Hello dear All

Giorgy6 used 8 different cards.

At the moment, only one of them has been verified.

As soon as ownership of all payment methods is confirmed, we can return to reviewing the withdrawal request.

During the verification process, we establish the owners of payment methods.

Best wishes,

Spinamba Casino Team

There is always the usual problem a card is not mine and I am no longer in contact with the owner, at the time consenting and another has been canceled and I no longer have it. If I could not load why did you not block the account? The win was made from my card I do not understand what worries you about the others that I have not charged for more than a year.

And who examines it? What did I send you all but these two?

Dear player

The verification process is a very important process. This is a confirmation whether the card's owner is really who he claims to be.

For now, please go through the verification of those cards of which you are the owner.  Only one card has been verified.

It is important for us to establish the owners of all these cards.

We always stay in touch with you.

Best wishes,

Spinamba Casino Team

I DON'T HAVE ALL THE CARDS,

I REPEAT, I CAN ONLY PROVIDE SOME BECAUSE THEY HAVE EXPIRED, ONE IS NOT MINE! CAN I SEND ALL HERE? I REPEAT THE PROBLEM IS THAT THEY WILL ALWAYS BE MISSED. HOW YOU DO IT?

Since the account holder is me and I have provided all the documents and papers I have, all these problems should not be there, I would be a fool to pretend to be myself and continue to testify with documents and papers that are not mine. if others are missing how do we do it?

I have never been warned of this I would have been more careful since I don't see this person anymore. Expired cards are irrecoverable, since one was from a financial company and another expired from the post office

Only one card has been verified. Verify the cards you own.

Best wishes,

Spinamba Casino Team

Ok the ones I own

FROM MOME TO WHICH YOU DO LOAD WITH OTHER CARDS AND NOT NOTICE, SINCE THE HOLDER OF THE CARD WITH WHICH THE WINNING WAS MADE IS ME AND I AM ALWAYS THE HOLDER OF THE DOCUMENTS, I HAVE ALREADY PROVIDED YOU A THOUSAND TIMES LW MIW CARDS AND OTHER EXPIRED I CANNOT

I PUT A LEGAL AND COMPLAINT YOU.

IN ACCORDANCE WITH ITALIAN LAW WHICH PROVIDES NOT TO DISCLOSE TEACHERS WHO ARE NOT MYS. FROM THE MOMENT YOU ASK FOR IMPOSSIBLE AND ILLEGAL THINGS ..

VI COMPLAINT

SEE YOU SOON WITH A LEGAL

Dear Giorgy.

Please, could you confirm that all of these cards were yours? Have you already contacted the licensing authority?

I ALREADY TOLD YOU THAT CARDS ARE MINE, ANOTHER FROM MY MOTHER, AND MORE FROM MY FRIENDS BUT I CANNOT PROVIDE ONE

I CAN SEND YOU ALL THE CARDS I HAVE WITH MY DOCUMENTS. BUT I MISS ONE BECAUSE THIS GIRL I DON'T SEE HER ANYMORE HAS GONE AWAY FROM THIS COUNTRY ..

TODAY AFTERNOON MY LAWYER WILL CONTACT YOU BECAUSE YOU ARE RIDICULOUS WITH ALL THE CARDS OF MY RELATIVES AND OF MY FRIENDS AND MY DOCUMENTS

Dear Joséf, I have little to contact, I have all the teachers you request from me with the papers you request except one, we have been going on like this for a month. The owners of the cards are all witnesses, relatives and friends, only one I cannot.

So my lawyer will contact you because I don't understand what else you need to give me my winnings.

Hello dear All

Unfortunately only one card has been verified by the player. The player didn't provide additional documents to whom exactly the remaining 7 cards belong. 

Dear player 

All our actions rely on the Terms and Conditions. We would like to remind you of these rules:

4. Terms of creating an account

4.2. When you create your account please make sure that you fill in your real name. Remember, that the Company has the right to confirm your identity by providing your documents. In case if you refuse to do so we can block your account temporarily (until all the necessary documents are provided) or permanently (if the documents are not provided).

5. Confirmation of your identity. 

5.5.5. We perform "Know your Customer" procedures on all players who deposit on our site. We reserve the right to use additional procedures and means to verify your identity both before and after effecting deposits into your Account. This could include (but is not limited to) a selfie with a document or form of identification. These verifications may be conducted electronically by using third-party databases, verbally by phone call, and/or by requesting documentation.

It's the responsibility of the player to ensure that all documents as a part of the KYC process are genuine. Access to your Member Account may be blocked or closed if we determine that you have supplied false or misleading information.

8. Deposits, money transactions and withdrawing money from the account

8.3. The Company does not accept any funds from third parties: relatives, friends, partners, husbands/wives. You can deposit money on your account only from the cards/accounts and/or payment cards that are registered on your name. If during the security check, any of these Terms are violated, all winnings will be confiscated and returned to the Company.

Dear Giorgy,

we hope that you will be able to provide the missing documents in the near future.

Best wishes,

Spinamba Casino Team

Don't worry, I provide you with everything through a lawyer

Then you didn't have to withdraw money from cards not in my name

Dear Giorgy.

Since you have clearly stated that you have not used your card but also other cards which are not yours, you have clearly breached casino T&Cs and usually, you would be considered as fraud (I recommend you to refrain from these actions in the future). So, the fact that the casino wants to pay you when you manage to verify all of them is not very common for these types of cases, and I highly recommend you to provide them with requested documents since their request is completely justified. Concluding all the information above, we are forced to close this case as 'rejected'.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it, although I do not recommend it.

Best regards, Jozef