The player from Greece had been unable to withdraw her winnings due to the casino's claim that her identification wasn't valid. The player insisted her ID was valid in Greece and didn't need renewal. She was frustrated with this inconsistency in handling deposits and withdrawals. Despite our attempts to gather more information and clarify the situation, the player did not respond to our inquiries. As a result, we were unable to investigate the issue further and had to reject the complaint.
SpinBetter Casino - Player’s struggling to pass the verification.
Amount: €42
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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12 months ago
Translation
Good evening,
After several days of communication with the casino, they refuse to deposit my money because they claim the identification I provided is not valid. In Greece, my ID is fully valid and there is absolutely no reason to renew it. When they take our money, they don't require any verification and suddenly when a withdrawal is requested they have an issue? This behavior is unacceptable and I want to report it.
Automatic translation:
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12 months ago
Dear pgian,
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.
Do I understand correctly that the ID is the only rejected document? Have you provided any other documents to verify your identity and have they all been approved already? Did the casino clearly explain what was wrong with your ID?
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,
Kristina
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11 months ago
Thank you very much for your reply, pgian. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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11 months ago
Dear pgian,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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11 months ago
Before we proceed with this complaint, could you please clarify why you submitted two complaints from separate email addresses, casino IDs, and names?
https://casino.guru/spinbetter-casino-player-claims-that-payment-has-been
