Spinanga Casino - Player is frustrated with repetitive verification process.

Good evening, I made a withdrawal on 2/5/24 and they're asking for identification. Even though I send the documents they're asking for and they've been accepted, they're subsequently asking me for explanations specific to transactions unrelated to Spinaga... And just when I send the remaining documents, they're asking me for identification again from the beginning. It's honestly the worst thing I've seen from a casino, I'm very disappointed

Dear Dwra,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please list which documents you have already provided and which documents the casino asked for again?
• How much have you deposited in the casino?
• Have you won with the help of a bonus?

Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Good evening, I am asked for some specific transactions from my e-baking unrelated to spinanga, I send them and they do not accept them, in addition, they ask me for explanations for 7 transactions and in my account in the verification, it allows me to put up to 5 transactions and not the 7 that they ask for... in addition my deposits amount to 400 euros.

Were the explanations you provided to the casino accepted?

Is your casino account accessible to you?

Please send me the most recent correspondence with the casino, if your issue persists. Send it to my email at [email protected]

Dear Dwra,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.