The player from Peru initially had trouble with account verification at an online casino, as the casino had repeatedly asked for multiple documents to validate his address. Despite having provided these documents multiple times, they were not reviewed promptly. After a month, his account was verified, but he then faced issues with withdrawing his winnings. The casino did not provide the bank transfer option for withdrawal, despite it being the method used for deposit. The player made a deposit via a cryptocurrency (USDT for TRC20) in an attempt to use this method for withdrawal, but the casino was unresponsive. The player was finally allowed to initiate a withdrawal, but the casino then asked for additional verification documents that had previously been accepted. The casino stopped responding to the complaint, and the issue remained unresolved. We suggested the player to submit a complaint to the casino's regulatory bodies. However, after several weeks the player confirmed that the casino finally paid the winnings in full so we updated the status of the complaint to be "resolved".
Spinbookie Casino - Player struggling with extensive verification process.
Amount: 3,863 S/.
Spinbookie Casino
Safety Index:Very lowCase closed
RESOLVED
Case summary
I'm trying to verify my account but they are asking for TOO MANY DOCUMENTS, specifically, they asked me for documents to verify my address which I sent, but they've asked me for further documentation to verify my address again.
I have attached images as you can see, one document for verifying my home address has already been accepted, however, they have requested additional proofs of address, which I have submitted, but these have yet to be reviewed. A terrible casino indeed.
Dear Akalix12,
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 the account verification of the proof of address has been pending for 4 days now?
- Have you received any additional responses from the casino regarding your newly submitted documents?
- When was the last time you received a response from casino support?
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,
Tomas
Hello, I have played in many betting houses and none of them have asked me to verify the same thing twice.
They asked me for a document to verify my address and I accepted it, then I was surprised that they asked me for another document to verify my address again which I sent again and until now there is no response, it should be noted that I have already verified SELFIE WITH DOCUMENT AND IDENTITY DOCUMENT, the only thing missing is that but they delay it.
Yes, 4 days ago I sent my document.
I have not received any response.
It was yesterday but they only tell me that they escalated the situation and that I should wait. I'm still waiting and no one responds yet.
Hello, I would like to add information.
Exactly 6 days have passed since I sent my documents, however to date they have not reviewed them, today I contacted customer service and they told me to send the documents even though I already sent them. I attach the screenshots of the chat with customer service and also the capture of the documents sent that are still pending. The shipping date of each pending document appears there.
Update Today they sent me an email telling me to send documents that I had already sent previously. I don't understand, they ask me for documents, I send them and they accept them but then they ask me again to send the same documents.
Last update, I uploaded the documents that they asked me for on 9/2 but they have not reviewed them so far.
After sending many emails to spinbookie on 2/16 they sent me an email saying that I must send some documents (which I had already sent) this casino is totally fraudulent you make many excuses for not verifying an account and I have no doubt that when my account It is verified, if it can be verified, there will also be problems with withdrawing my money.
Attached is a screenshot where I have sent again THE SAME documents that I sent previously.
Thank you very much, Akalix12, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hi Akalix12,
I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.
In the meantime, would you mind sending the documents you uploaded for verification to me as well so that I can review them and understand better the possible reason the casino hasn't accepted them? My email is natalia.b@casino.guru
Dear Spinbookie Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
Hello Natalia!
The problem is not that they do not accept the documents, the problem is that they do not even review them.
That is to say, they ask me to send documents which I already sent, however a week passes and they do not give me any response because they have not reviewed them yet, so I contact the casino and they ask me again to send the same documents that I had already sent. at first without even checking them.
I've been trying to verify my account for a month.
Hi,
there is not much I can say due to data protection but here is some advise: If you make sure your Proof of address is not blurry, then it will probably be accepted.
KYC procedure is a very tricky thing and every operator has rules to follow. So if any of the important lines that is needed for the KYC is blurried, it will not be accepted.
So please double check what you uploaded and if you see anything not being sharp, upload it again.
Also note, verification usually happens within 3 working days. You uploaded your latest documents on Friday evening. With the weekend in between, its not even 1 working day that passed until now.
There is nothing else I can do from my end
/Franzi
I uploaded them on 9/2 in a clearer way and their response was to resend the documents as if I had never uploaded them. The documents from 9/2 have not been reviewed to date and 10 days have already passed or am I wrong? The fact that they were uploaded again on 2/16 does not change the fact that they have not reviewed the documents since 2/9.
On 2/16 you asked me to send a selfie again with my ID that I had already sent on 2/9 and according to you it was ACCEPTED as it appears in the first screenshot.
So, you check my selfie with ID but you don't check the address document?
Anyone can figure out what they're up to.
This is the "fuzzy" address document
Dear Akalix13, have you tried to upload your proof of address in a better quality?
The thing is that the file you attached to your last response is indeed blurry when I open it in another tab and zoom in. But if I download the picture, it's not blurry. So I'd recommend you try uploading a new photo, probably it's worth trying another camera with a better quality.
Hello! I already uploaded a proof of address in much better quality, I attach it here.
I uploaded it on 02/21 The 3 business days have already passed which would be 02/22 - 02/23 and today 02/26, however they do not give me a response.Another thing, I previously sent a proof of address which was ACCEPTED, however, they asked me for an additional proof to verify my address which seems strange to me, I attach an image of the proof accepted on 02/06.
Since I sent my document it was 02/21, according to them, it takes 3 business days at most.
22,23,26,27,28 have passed and today is the 29th. 6 business days in total and no one gives me any answer, this is too strange.
There are two things: either the spinbookie document verification team is totally INEFFICIENT or it is a FRAUDULENT bookmaker.
Update
My account was verified however I am having problems withdrawing my money (as I assumed previously)
I deposited through a bank account, however when I want to withdraw there is no bank account option, okay.
Then they tell me that I cannot withdraw elsewhere without first depositing through that means, so I made a deposit of USDT for trc20 for the amount of 55 usdt, however so far it has not been credited to my betting account.
Once accredited, I will try to withdraw my money by that means but I suppose there will still be problems.
Dear Akalix12, thank you for the updates. It's nice to hear that your account was verified.
As for withdrawals, it happens often that not all payment methods are available for both deposits and withdrawals because it may depend on 3rd party payment providers and casinos cannot, unfortunately, change it.
I hope that withdrawal via crypto will work for you. A deposit was required to verify this payment method. Let us know when the funds will be finally credited to your account and when you'll be able to request a withdrawal.
Hello, since 1/03 I made the deposit through trc20 and so far they only tell me that the department will review it, however the balance does not appear in spinbookie, it is not that difficult to verify the balance.
Update.
The funds have already been added to my account and I have also played the funds, however when I want to withdraw my money they won't let me, I get a message.
My account has already been verified, however they won't let me withdraw my money.
Update:
They won't let me withdraw through trc20 even though I made a deposit through that means.
They tell me that I must withdraw by bank transfer, which is why I don't have any problem, but that type of withdrawal is not implemented on the website.
Then I explained the situation to them that since it is not implemented on their website that is why I made a deposit for trc20 to be able to withdraw through that means, however they keep telling me that I should withdraw there but there is no way to do it since it is not in the Web page!
Thank you for the updates, Akalix12.
Dear Spinbookie Casino, could you please explain how the player is supposed to request a withdrawal via Bank Transfer if this option is not available in their cashier? Have you offered to process the manual withdrawal and asked for the bank details?
Hello Natalia!
First, thank you for all the help that you and your entire team are giving me, so far I have not received a response from the casino.
Explain that the option to withdraw by bank transfer does not appear on your betting site, however they keep telling me to withdraw by that means, I also explained that for that reason I made a deposit for trc20 to be able to withdraw by that means since it must be withdrawn through the same deposit method but so far they still do not allow me to withdraw through trc20.
I cannot withdraw by one means or the other and, quite apart, I also told them in an email what data they needed to be able to make a manual transfer, however they ignored that message and did not give me a response.
Update:
The FRAUDULENT house SPINBOOKIE sent me an email telling me to choose the way I prefer to withdraw, however when trying to withdraw through TRC20 it does not allow me to withdraw and the message appears: "Address is not present. Please update your account and try again"
Even though I already made a deposit through that means.
Update:
They keep saying that I must withdraw using the same method by which I deposited but as I said before, the option is not in their betting house, so; They told me that if I want to withdraw by another means I must make a minimum deposit through the means I want to use, which is ALREADY MADE, but it seems that the people at this FRAUDULENT betting house simply do not want to pay, they are people or professionals.
I attach deposit by trc20 and email from the betting house.
Update they just accepted my withdrawal for trc20 and they say I have to wait 3 business days.
Let's hope there are no problems sending me the money.
Thank you for keeping us informed, Akalix12. Please, let us know if your withdrawal will be successful.
This is the last straw, it even makes me laugh haha.
They are asking me for a selfie with my ID next to my face (which I had already sent previously and was verified) and a telephone bill showing the number that was registered at the betting house.
As you can see above, I sent the selfie 2 times and it was already accepted.
In truth, I am tired of this, I have played in more than 30 houses and in NONE of them has the process been this way, in all of them the verification process has not taken more than 2 days and a withdrawal did not take more than 1 day.
I think this whole conversation is enough evidence to see that SPINBOOKIE is a FRAUDULENT house.
Please, casinoguru team, could you give me direct contact with the spinbookie regulatory body so I can start a process there. Thank you so much.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear Akalix12,
Unfortunately, the casino stopped responding and I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Kahnawake Gaming Commission (https://gamingcommission.ca/interactive-gaming/complaints/ or complaints@gamingcommission.ca) or Curacao Antillephone (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authorities have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). This article can also help you: https://casinoguru-en.com/submitting-complaints-to-regulators
I am sorry I could not be of more help on this occasion.
Best regards,
Natalia
Hi everyone,
We have received the following message from the player:
„Spinbookie finally paid my money in full, I know that without you this would not have been possible. Thank you very much Casino Guru but I also warn everyone about this casino, it is a bad casino, I would never recommend it or use it again in my life."
Based on the confirmation from the player, I will now change the status of the complaint to "resolved".
Thank you, Akalix12, for these updates. I'm glad to hear that your problem was finally resolved. We would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Natalia
Casino.Guru
