The player from Switzerland was prompted to provide additional documents for the KYC, even if the account has been verified in the past. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.
SpinBetter Casino - Player has been asked to provide documents for additional account verification.
Amount: 10 CHF
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Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello, I've already paid out a couple of times. now they wanted the documents to be checked at the amount of CHF 1,810. Oke I send ID from the front and back was accepted. now a bank statement with a transaction on it from you and from january. Well I have sent soagr in PDF as sis wanted and they don't accept it. They keep sending me the same saying for days. (Provide us with the bank statement that displays transactions connected with our company for January.) And all other questions were ignored, the live chat always sends me the same answers and doesn't respond to mine ask what should I feel really ripped off. I have always remained polite and sent what they asked of me. This is just a scam when it comes to more money where you have to pay out, you just want me to gamble the money but not with me, I'm not addicted to gambling!
Please help me something like that is not allowed, there are laws everyone has to adhere to.
Automatic translation:
Public
Public
3 years ago
Dear Guguu,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please confirm that the requested bank statement from January has been sent to casino but not accepted? Have you been advised in what format it should have been sent? Lastly, how long ago your account was verified previously?
Lastly, could you please confirm that the disputed amount of 10CHF is correct?
I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Good afternoon after long back and forth sending of the documents it worked fortunately, I just think they just wanted me to gamble away the money because I was wrong 13 times sent the same documents now it worked you just have to stay tuned because they keep saying I kept sending in wrong documents until it worked
Automatic translation:
Public
Public
3 years ago
Thank you very much, Guguu, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.
