SpinCity Casino - Player faces continuous account verification issue.

Hello, I have been playing at this casino for 4 months, and for almost that entire time, I have been trying to verify my account. They have asked for documents, some of which I have already submitted, including my proof of residence. However, it still shows that my account has not been verified. Then, when the casino site underwent an update, they once again requested the necessary documents but I still haven't been able to verify my account. I had a substantial sum of money to withdraw but I was unable to. I have been continuously attempting to verify my account, but the casino is not responding to any of the queries that I have raised.

Dear Paulina50,

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.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Which of your documents were accepted and which were not?
• Have you provided all the required documents as soon as possible and in the correct format?

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

1) 9 requested documents in which I sent the last one yesterday to see if they verify it.

2) in the first instance the documents were verified: photograph of my identity document, photograph of my face, the first deposit I made in December with the mach account, bank statement of the mach account, the Astropay and Skil account, statement of my State bank bank accounts, photograph of my State bank card.

The document that was not verified was the residence document, since I sent the document in PDF format and that document is delivered by the notary office here in Chile and it is a document that is requested when a person needs to make known where they legally reside.

3) yes, now with the new update of the game the documents are requested in PDF or photograph format, but in the section where the documents must be uploaded it does not accept documents in PDF format, it has to be less than 20MB. So what do I do if they ask me for the documentation they require and if I can't upload them to the platform.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Paulina50,

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.

Hello, I started playing and lowered the amount of my winnings to 900 thousand pesos, they just accepted my astroPay digital wallet document, it comes out as verified documents, but they still haven't made the deposit.

Can you please share a screenshot of your withdrawal request?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Paulina50,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.