SpinCity Casino - Player struggles to complete verification in the casino.

Lost all trust with this group. Added my id on their site twice, then they email saying they another set of id, keeps saying photos are cropped which is completely false. They are just normal readable id which I have verified with many other casinos. They asked for clarification of my name change which I provided. They wanted a bank statement which was provided. Received multiple emails from all different support persons. After over 25 emails they are saying they want my id again. I have provided ut twice. Doubt they pay anyone at all, they seem confused or very crooked at best. Reading the reviews on this site supports, very bad casino and non payment to players. None of the emails make any sense nor should there be any Issue. Completely poor customer service, probably the worst ever. Many times there is no way to submit any documents as they don't have a verfication link to submit anything just a message saying documents in review.

Dear SusieQ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if the verification of your ID is the last obstacle in completing the verification process?

Could you please send the most recent communication between you and the casino regarding the verification to my email tomas@casino.guru for review?

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

Good Morning Tomas, I sent you an email with an attachment... Thanks for your help.

Thanks for your email.

I can see you submitted the proof of your name change to the casino on July 13th. Have you received any feedback from the casino regarding this document since your last message? Did your issues with uploading the documents on the casino website continue? Did the casino accept the documents you sent them via email?

I'll await your reply.

HI Tomas, Yes I provided my marriage certificate as a .pdf, they had advised me that I cannot post .pdf type files on their site, sent it to their customer service. I received another request, its more than 25 of the requests at this point, that they wanted a picture instead of the .pdf file. I added a picture of the marriage certificate as .jpeg as a response to their request. Thank you

Thank you very much, SusieQ, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Dear SusieQ,

I'm Michal and I have taken over this complaint. I have reviewed this case and just so you know KYC as well as AML is a very important and essential process.

I understand that the KYC process can be sometimes frustrating, but the casinos need to follow rules and regulations as well, so although I can empathize with you that the whole process can be done more user-friendly or quicker, it is a standard procedure that the casinos are entitled to.

With this being said, I will contact the casino to shed more light on this matter.

We would like to invite SpinCity Casino to join the conversation.

Dear SpinCity Casino,

Despite the player's submission of numerous verification documents, it seems that it may not be sufficient to complete the KYC process successfully. Could you please clarify what additional information or documentation is still required to finalize the verification process?

Dear Michal,

To complete the verification process, SusieQ only needs to upload photos of your Proof of Identity (POI) from both sides. It means providing a clear picture of the entire document without any corners cropped. The issue we've noticed is that the Player has been uploading the same photos repeatedly but with the corners of the document cropped. To ensure a successful verification, we kindly ask SusieQ to upload full and unaltered photos of her Proof of Identity from both sides. This will help us process the verification quickly and accurately. Thank you!

Its false as there are no cropped photos. But after your first request, I took all new pictures completely unaltered. New selfie with Id, marriage certificate. Please provide exact details of what is not acceptable? Which id so I may provide to support here.. Thanks

Dear SusieQ,

Could you kindly forward all the documents you previously sent to SpinCity Casino to my email (michal.k@casino.guru)? This will allow us to review and assess the documents to understand why the casino has not accepted them. Your cooperation in this matter is greatly appreciated, and it will assist us in finding a resolution. Thank you.

Thanks Michal, I have forwarded all documents to you.

Dear SusieQ,

Thank you for your email, I have replied back with additional information.

Thanks to all for your help, the casino paid out the funds early this morning...

Great news, SusieQ. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru