SpinCity Casino - Player's struggling to pass the verification process.

They will not verify my account after sending them the following they still will not verify my account an pay out my winnings:

Drivers license (front an back)

Bank statement

Letter from CRA

Selfie with drivers license(3 pictures)

Letter from insurance company

Passport

Screen shot of money transfer to them

What else do I have to do? Give them DNA? I sent a request to withdraw funds on July 10th it is now July 20th, I know this has happened to others. They should get people to verify themselves before they allow people to play. I really feel like I'm getting the fuck around and their customer service department in the matter has not been helpful.

Thank you

Tanya

Dear Yhzc_74,

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 takes KYC lightly and it might take a few working days to complete this thorough process, and I believe that you provided enough documents to verify your identity.

Did the casino indicate what might be wrong with your documents? Have you provided all the required documents in the correct format and good quality?

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

I sent the following items to them

Drivers license front an back

Bank statement

Passport

Letter from CRA

Selfie with drivers license

They don't say what is wrong with what I send. They just keep asking me to verify my account. When I contacted customer service they said I needed to send them a screen shot of a payment I sent them and I did they said my name doesn't show on the account, however my bank when I sign in online my name doesn't appear there an that is how the bank set up the accounts. I can't give them what I don't have or can I get. They don't seem to understand that.

Thank you very much for your reply, Yhzc_74. Before we contact the casino, 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.

Good morning Kristina

I have forwarded you the emails an the items I sent them for verification via email.

Thank you

Tanya

Thank you very much, Yhzc_74, for your cooperation. 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 Yhzc_74

I've just reviewed your case and am sorry to hear about your struggles with the verification of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear SpinCity 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? The player mentioned she cannot take a screenshot from her online banking since there's no name displayed in there. Would you please consider this information?

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

Thank you

Thank you very much, I have been verified shortly after you contacted the casino and my winnings paid out.

Dear Yhzc_74,

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,

Natalia