SpinCity Casino - Player’s withdrawal is delayed due to verification issues.

On 30th of july I saw an add for spin city casino. I made my profile and used a new player bonus of free spins and 200% top up of the ammount deposited.

I made a deposit of 10 euro with revolut account which was transfered money to PayOp operator and my deposit was in my profile within 5 minutes.

I played for 2 or 3 hours and made a profit of more than 3500 euros. First I did not met the conditions of wadgering, but later i made 45 times wadgering the bonus and the clear ammount i had was 3464 euro which now I am trying to withdraw. 2 days after the withdral application i received an email to upload documents for verification. I uploaded all the documents i have more than 5 times until now and still I do not have verification of my profile. Lots of times reaching the support, they told me what to upload more to get verification, but again and again I did not get it. My next emails was to ask what are the problems with the documents and why I have a problem with the verification. Still no answer from them. I am sending email correspondency and chat correspondence with them.

Dear stoyot,

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.

Do I understand correctly the casino considers your submitted ID to be low-quality and asks for a better-quality picture?

Do I understand correctly you deposited to the casino using your Revolut account LT93*****49 but submitted a bank statement of the account LT66*****65? Could you please explain the discrepancy?

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 again and thank you for you answer. 

First things first I want to tell that the KYC process went ok, my profile was ferified and the ammount was sent to me today.

I understand perfectly that KYC is the most important process. 

The problem was that I sent more than 10 pictures of the ID card or selfies with the ID card. The general problem was that i couldnt understand what is the problem with the documents. I understand it later when i contact via chat or email. So after 3-4 tries i thought I am sent regular picture or document but they turn the documents back. Also they did not accept pdf, but later accepted it.

Also I couldnt understood which documents were accepted and which are not. 

After a few contacts with the customer service they explain me what they are expecting from me.

On the second question. I sent all the statements and documents for both the accounts I am using, so they had statement for the account i used to top up my profile and the account i wanted to use to withdrawl the ammount. 

Every time I was contacting them they had different reason to not verify my profile. 

I was in a situation that I cannot understand what do i have to make to get verified.

Later on i have to be honest I received the information, but you know it was strange to put so much documents and to not know what is going on.

I have to admit the vision of the website was changed and now it is easier to deal with everything.

I have to tell that the support was great and i am happy that everything is find at the end, but was scared because sometimes first you think is some fraud.

Thank you for your cooperation.

Dear stoyot,

I'm glad to hear that your account was verified 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,

Tomas

Casino.Guru