SpinAway Casino Ontario - Player's withdrawal has been delayed, and live chat access restricted.

I had deposited $600 into the site, won $1600, went through all the kyc, it all got approved, now they said I need more documents, sent more documents, no reply in 2 weeks, got banned from their live chat for asking too many times when they are going to process it

Dear mthomps123456, 

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 advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Could you please specify which of your identity documents were approved and which additional documents were requested by the casino?

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, 

Veronika

I have provided all of them

After submitting my complaint, the website has permanent banned my account under the guise of "self exclusion" this is very sketchy business practices.

Thank you for your replies. Could you please advise if you requested to be self-excluded from this casino? Have you received any email after the casino decided to self-exclude you? If you have, please forward it to me along with any other communication and evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru. Thank you.

As stated, they enacted this, I have no emails in regards to it and they have completely stopped replying to my tickets.

Thank you very much, mthomps123456, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear mthomps123456,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear mthomps123456,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website.