The player from Germany is having difficulties withdrawing his winnings and placing bets due to an incomplete KYC process.
SpinBetter Casino - Player’s struggling to complete KYC.
Amount: €400
SpinBetter Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I have had an account with Casino-Z since the end of March. At first everything went well, but suddenly I couldn't place bets anymore. I wrote to customer support and then I should first send various documents from me. After I went through this whole procedure after 2 days, another email came with a Word document as an attachment, asking me to sign that I made some of my deposits from another bank account (it was all right). After sending this document, however, no response came back. Since then I have still not been able to place bets or pay out, which is an absolute impudence and violates applicable law. I can definitely only advise against this whole Marikit company and their name.
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3 years ago
Dear Jason,
Thank you for submitting your complaint. I’m very sorry to hear about your problem. Please understand that the verification process is a complex one. The casino wants to make sure, that they send the winnings to the rightful owner, and several steps are required to complete this thorough process. It is nothing unusual if it takes 7-10 working days. The delay might be caused by fact, that situation in the world is challenging for everyone – even for an online casinos.
I would suggest you to wait a few more days (let’s say 7 days) and if no one gets in touch with you during this time period, we will try our best to help you.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina,
All right, thanks for the answer. I will wait and report as soon as there is news.
many Greetings
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3 years ago
Translation
Hello, I've been waiting a week now and, as expected, no response came. How should I continue now?
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3 years ago
Hello Jason, just to make sure before we move further with this case. You still haven't received an answer?
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3 years ago
Thank you very much Jason for a quick confirmation. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Hello Jason.
I am very sorry about the way you've been treated by the casino. We will now try to get in touch with them.
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3 years ago
Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear Jason.
Since the casino is unresponsive to our emails then your only option is to contact their licensing authority Curacao.
Please, contact me on my email address if you have any questions or require further assistance (jozef.k@casino.guru).
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3 years ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
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3 years ago
Dear Jason,
We are very sorry to keep you waiting for verification. Our security department needed to be certain that you are the actual owner of the account. At this moment your account is verified and you can continue playing the slots and withdrawing the money.
In order to compensate for this inconvenience, we would like to give you a personal promo code for 50 FS — pFzIgWSalR.
With all the respect,
Casino-Z Representative
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3 years ago
Translation
Hello Jozef, Hello Casino-Z Team,
that's good news. I have just checked my Casino-Z account and I can use all functions of the site again. Nonetheless, I don't think such an action is possible, I finally had to wait almost 4 weeks, and I think without the help from your side I could have forgotten the money.
So many, many thanks again to you and your team for this great help !! Best regards Jason
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