SpinCity Casino - Player struggles with verification for withdrawal.

I've tried several times to send in my verification and every time it is denied!

Dear jjjsperling, 

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 advise which documents you have already provided and when exactly did you send the last one?

Has any of your documents been approved by the casino?

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, 

Veronika

Dear jjjsperling,

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.

I have sent my selfish with my driver's license and a front and back picture of my driver's license. The bank card which was originally used was stolen so my new card has a different number. My bank statement does not show that card number. I sent the new pictures in three weeks ago.

Have you notified the casino that your original card has been stolen? Do you have any record of your previous payment card in your bank account? It is important to inform the casino of any changes to your payment methods, as the KYC department needs to verify that you are the rightful owner of all the payment methods you use for making deposits.

They say that the photos aren't clear but I send them on my phone which sends high definition pictures. I'm not sure what they want from me.

I think that the Spin City online gambling site is a scam! I've been trying to get my account verified for 3 months and tonight I made a deposit which was accepted but the second deposit that I tried to make was declined as it was being sent to Athens Greece.

Please forward any relevant communication between you and the casino regarding the issue with your verification to veronika.l@casino.guru. Thank you.

Even my bank thinks this is a scam as the money is going to Athens Greece!

Thank you very much, jjjsperling, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, jjjsperling!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Pavel,

The user has been requested to provide the following:

1. A high-quality selfie with Proof of Identity (POI), ensuring the complete visibility of the document and legibility of the information.
2. A selfie with the card **0459 or an extract from this card.
3. Regrettably, the user has not submitted any new information to date. The request for additional documentation remains pertinent, and we are actively seeking the user's compliance.

The selfish pictures that I sent in are from my phone which is HD. What else can I do?

jjjsperling, could you, please, send the pictures to my e-mail: pavel.k@casino.guru, so I can try to figure out why they cannot be accepted?

Dear jjjsperling,

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.

I sent you my pictures. Spin City said that they don't accept PDF files.

SpinCity Team, coud you, please, clarify: which documents in particular are wrong and what PDF documents cannot be accepted?

All of them.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Pavel,

We regret to inform you that the documentation previously submitted by the player, including the provided bank statement (BS), does not meet our requirements for verification.

To successfully complete the verification process, we kindly request to provide the following:

High-Quality Selfie with Proof of Identity (POI): Ensure the complete visibility of the document and legibility of the information.

Selfie with Card Ending in 0459 or Extract from the Card: Include the relevant card in a clear selfie or provide an extract that is easily readable.

Additionally, we observed that the bank statement provided does not contain the bank card number. For a comprehensive verification process, we require documentation that includes the relevant card details.

The initial request for additional documentation, dated 27.11, remains relevant.

I still say that this is a scam! They have no problem taking my money but they won't let me withdraw! This is ridiculous!

jjjsperling, the Identity Verification is an essential process in an every casino, so it must be completed for you to withdraw any funds and for the casino to make sure, that they do not send money to an unverified person, who can use these funds with bad intentions.

Please, provide the casino with the high-quality selfie, according to the example, that I have sent you to your e-mail previously, with a good lighting and pointing the camera at you while standing straight. Also, you will need to request the bank statement from the bank and ask them to mention your card number in there.

I have no problem playing on the OLG online casino! This is a foreign scam!

I can assure you, at some moment, you will be required to pass the verification process in the OLG Casino as well. Please, let me know if you will continue to try to submit suitable documents. Otherwise, I will be forced to reject your complaint.

I had no verification with OLG!

jjjsperling, will you participate in resolving this complaint or do I reject it?

I don't know what else to do. I have taken several pictures with my phone. None are acceptable and the bank card number has been changed. I have requested an e-transfer so it shouldn't matter what bank it goes to. In an e-transfer I get to choose which bank I want to transfer it to.

Okay, let's try once more. Send me the last photo that has been rejected and I will try to guide you through the process or find some instruction.

Also, could you, please, clarify once more, why has the card number been changed?

My wallet was stolen and my cards were being used all over town so I had to cancel all of my cards.

jjjsperling, has there been any progress with your verification?

No progress.

Were your photos rejected again?

Yes all of my photos have been rejected.

SpinCity Casino, am I right stating that player will not be able to pas the verification process without providing selfie with the card, that have been stolen?

To ensure security, we offer an alternative to the selfie with the card. The Player can provide a statement for the specific card instead. This could be a payment records for the card from his bank account.

Oh well I played my $200 and lost it all so there is nothing to withdraw.

Hello, jjjsperling!

I am sorry to hear that your winnings have been played. Unfortunately, I must reject the complaint. If you will have any problems with any casinos in the future, do not hesitate to contact our Complaint Resolution Center once again. We are here to help!

Thank you, jjjsperling and the SpinCity  Casino, for your cooperation and your time!

I am wishing you all the best!

Respectfully,

Pavel K

Casino Guru Team