The player from Finland had faced difficulties withdrawing his funds due to claims of self-cancellation. Additionally, the verification process had taken two weeks and some documents were not accepted, which caused the player to gamble away his remaining funds out of frustration. We had explained that the Know Your Customer (KYC) process was crucial for verifying the identity of players and ensuring the rightful ownership of funds. Since the player had already gambled away his winnings, there was limited recourse available to us.
Spinanga Casino - Player experienced withdrawal and ID verification issues.
Amount: €500
Spinanga Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
Public
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10 months ago
Translation
I first tried to withdraw three times, but each time my withdrawal request was not accepted. When I asked the support team about this, they claimed that according to them, I had cancelled the request myself. Next, they asked me to prove my identity. I submitted the required documents, and it took them about two weeks to review these. However, they did not accept my driver's license photo and phone bill, although the rest of the documents were approved. I asked about this, but received no answer. They simply told me to resubmit. Eventually, I gave up the fight and played away all my money 🙂
Automatic translation:
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10 months ago
Dear sgenex22,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand that KYC (Know Your Customer) is a critical and necessary process in which the casino verifies the identity of its players to ensure the rightful ownership of funds. Without the ability to physically inspect players and their documents, this procedure is crucial for gambling establishments to complete verification processes. Serious and licensed casinos prioritize KYC and it may take several working days to complete this comprehensive process.
Regrettably, since you have already played your winnings, there is limited recourse available to us. It's important to note that players are solely responsible for their accounts, active balances, and all wagers placed. For future reference, we encourage you to contact us as soon as issues arise so that we may intervene in a timely manner.
Please inform me if there is any additional information that I may have overlooked. However, I regret to inform you that I may be compelled to reject your complaint as unjustified. I sincerely wish I could offer more assistance. Thank you in advance for your understanding and response.
Best regards,
Petronela
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10 months ago
Dear sgenex22,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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10 months ago
I wish I could be of more help. I’m sorry we couldn’t help 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. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
