SpinCity Casino - Player’s ID verification is delayed.

Dear Sir/Madam,

I would like to report an issue with the identity verification process. Despite submitting clear photos of my ID card, the casino rejects them due to "low quality."

The photos are readable and meet the requirements, but the verification has still not been accepted. As a result, I am unable to withdraw my funds.

I kindly request your intervention and assistance in resolving this issue.

Dear tadeusz.nowakowski,

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 verifying your ID seems to be the only issue?
• Have you provided any other documents to verify your identity and have they all been approved?

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

Ladies and gentlemen,

I would like to inform you that the identity verification issue has now been resolved. Finally, my documents were accepted and I received the winning funds. Thank you for your help and intervention in this matter.

Dear tadeusz.nowakowski,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, 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,

Kristina

Casino.Guru