HomeComplaintsSpinBetter Casino - Player’s struggling to complete KYC verification.

SpinBetter Casino - Player’s struggling to complete KYC verification.

Amount: €2,620

SpinBetter Casino
Safety Index:High
Submitted: 10 Aug 2020 | Case closed : 26 Aug 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Germany is having difficulties withdrawing his winnings due to incomplete verification. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

I made a profit at Casino Z, but I can't cash it out because verification is required. I have already uploaded my person ID on both sides, like bank card on both sides and also my e-wallet ecopayz, because at this casino you can only deposit via bank but withdraw via e-wallet.


Every time I get the message: I should upload screenshots with detailed owner data of the Ecopayz e Wallet, but only have one option where my name and address are and nothing else. I have already sent the screenshot 3 times and always get the same answer.


Please help

Automatic translation:
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4 years ago

Dear Max,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. You deposited via bank transfer and now you are struggling to verify your Ecopayz account. Is that correct?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Kristina

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4 years ago

Dear Max,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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