SpinCity Casino - Player is struggling to verify the account.

Hello, I've been trying to verify my account, I've sent the requested documents and yet I keep getting a message that my documents weren't verified.

Dear elinacarte09,

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?
• 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

Dear elinacarte09,

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 have already provided the identity documents, the only one I am missing so far is the document that proves my residence in which they ask me for a ticket or bill for cable TV, or for an internet company. I have sent the documents and still So they don't accept them, I uploaded the last document yesterday, and I tried with the same ballot that was rejected.

If I have sent the documents as requested, now the page does not allow me to upload my document in PDF Format, it only allows me to upload photos or screenshots, in which I speak with customer service and they ask me to upload the documents in PDF.

Have you uploaded

A) original PDFs of the bills

B) photos of printed documents

please?

Dear elinacarte09,

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.