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

I have facing withdrawal issue at Casino-Z, after they ask for kyc verificarion, have no status update for my withdrawal and just keep reply me with "Your data is under verification now. You will receive the answer in the nearest time."

( attch with conveesation email with Casino-Z)

My email: n***n@gmail.com

Casino-Z id: 3*****45

Dear Ng,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win. 

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

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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,

Petronela

Dear Petronela,

I start play at casino z since 2 years ago, never ever facing this withdrawal issue. This is the first time they rejected my withdrawal.

From start they just request photocopy of my NRIC front and back, after that request bank statement and take photo for NRIC at different eagle and different background.

2 days since yesterday midght casino z reject my withdrawal. I have submitted all relavant kyc documents to them ( as per previous attachment). Normally will take how many days for account verification? They mention no time frame, once verified complete will email me. "no specific time frame make me felt agry seem lile being fool by them.

I keep email them asking about status verification, they reply me with message below:

" System notification. Suspicion of spam! If we keep receiving multiple messages from this address, the e-mail address will be blocked automatically by system."

Dear Petronela,

I use my CRYPTOCURRENCY accounts to make deposit of 20k usdt ( rm86k++), so in this rm110k have rm86k++ is my capital. I have no taking any bonus advantage every time i deposit to play at casino z.

I really a real player with just sigle account at casino-z, i have send all the relavant document to them to prove my identity for account ( as per attachment ) Is that high or low percentage which i can get back the money?

From 2 years ago i click link at guru casino website to register account at casino z, which that time casino z have score of 9.1 "perfect reputation" recommended by you, but now drop to score 7.3 "good reputation" only. During that time Casino z is the first casino which recommended by your website to Malaysia player. So i choose casino z and within this 2 years i really have no facing withdrawal issue until 14th May, this is the first time they reject my withdrawal. Hopefully that casino z really a good reputation online casino which recommended by your website.

When i send in email check the verification status their system just automatically reply me "All requests are processed in turn. Please wait, you will get a notification." what can i do now? Really just wait with for no time frame?

From your point of view, Is that the identity verification document which i provided ( with attachment ) enough to prove my identity?

I have read back passed case with withdrawal which open case at your website, mostly settled well by you. I really have no ideal and panic on this issue, hope you can give some advice on my case. Your advice is very important to me.

Thank you

Dear Petronela,

Casino z already suspend and block me to login to my account, here attach the attachment the latest conversation betwen casino z and me. I have not yet receive any notification

from them about my account verification status but cant login to my account anymore. Is that very low percentage for me to withdraw all the money from z casino? I really felt very helpless now. Please advice, thank you.

Thank you very much, Ng, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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. 

 

Thank you, Petronela. Branislav, thanks for your assists.

Dear Branislav,

For your info, i have submitted all the documents as stated below for my account verification to them, whatever i can provide to prove my identity, i really try my best co-operate send it all to them already. Hopefully casino-z take serious on my account verification. All the document i provided, the address all same as my identity card, i live at this home address more than 25 years. All the document stated below still not enough to prove my identity for account verification ?

1. my identity card both side from different angle and different background (special request by casino-z) ,

2. credit card stament,

3. bank account statement,

4. selfie with holding ID card near my face,

5. personal insurance statement,

6. car insurance renew copy

7. untility bill (address same as my identity card, but under my mother's name, i attach together with my certificate of birth which have shown my mother name at " Mother Name" column)

8. my certificate of birth ( to prove that name at utility bill is my mother's name which same as listed in my certificate of birth) .

When email them check status of the verification proses, they just reply with same message "All requests are processed in turn. Please wait, you will get a notification.".

So, Branislav, i really have no idea, please advice, thank you.

Hello, Ng,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. However, your patience is necessary. If you received the information that all requests are processed in turn, the casino likely needs more time to finish your verification. I recommend you wait for the casino's official response via email. Some casinos tend to suspend a player's account due to an ongoing review. So if you have not received an official email statement from the casino, there is no need to panic.

Dear Casino-Z Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify his account?

Thank you in advance for providing the information.

Dear Branislav,

Update to you that i have send a selfie video to them for my accounts verification by today.

So all the data and document which i have submitted to casino-z as stated below :

1. my identity card both side from different angle and different background (special request by casino-z) ,

2. credit card stament,

3. bank account statement,

4. selfie with holding ID card near my face,

5. personal insurance statement,

6. car insurance renew copy

7. untility bill (address same as my identity card, but under my mother's name, i attach together with my certificate of birth which have shown my mother name at " Mother Name" column)

8. my certificate of birth ( to prove that name at utility bill is my mother's name which same as listed in my certificate of birth) .

9. selfie video with holding my identity card and email which shown latest mailing with security team.

I really a real player with single account play with real money at casino-z within this 2 years, with no taking any bonus advantage and with no multiple account. Hopefully casino-z go through my account verification seriously and verified my account soonest as possible, thank you.

Thank you, Ng, for providing the update and also for your email sent to Petronela with all data/documents.

However, I would like to wait for the casino to respond. Let's stay patient and provide the casino with some time to reply.

Dear Branislav and Casizo-Z Team,

I've received email from Casino-Z security team REPEAT to request my driving license document again today.

Actually I've submitted this document to them passed 7 days ago (14th May), which the previous submission date clearly show in attachment below.

I have fully cooperate to re-submitted this document to security team (as per attachment) again by today .

Since I've submitted all the verification document for 1 week already, I strongly believed that Casino-Z security team were not simply request or keep repeat request same document purposely to delay or rejected my withdrawal, but professionally and seriously go through my account verification process now, put effort verifying my account with all documents which submitted by me last week.

Hopefully my account can be verified successful by Casino-Z professional and competencies security team soonest as possible.

Thank you.

Dear Branislav and Casizo-Z Team,

Normally how long time it take for account verification prosess?

Dear Branislav,

My account has successfully verified by Casino-z, withdrawal successful, thanks for your help.

Hello,

I am sorry for my delayed reply.

Great news! Thank you, Ng, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru