The player from the US is having issues with withdrawal at Spinfinity. After winning $400 and completing document verification, they were asked for verification documents for an address from 4 years ago and old credit card details, which were used on a sister site of the casino. Player’s complaint has been resolved successfully.
Spinfinity Casino - Player faces unreasonable verification request.
Amount: $400
Spinfinity Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.7
Spinfinity Casino has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
So I was surprised at how quick this website was with responses. On spinfinity I cashed on 40 dollars with Bitcoin and used a bonus. I completed the play through and cashed out for 400. I sent them my documents and all were approved … then they emailed me asking for documents for an address I lived at 4 years ago and a credit card that I no longer have… not because I used them on SPINFINITY but because they were used on a sister site of theirs. How does this make any sense ?
Public
Public
1 year ago
Dear sz6bmd9zbm,
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 that verifying the payment method and your old address seems to be the only obstacle standing between you and your winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
1 year ago
I have sent them my current ID front and back, current verfication of my new address … and then they needed my OLD address verified and an old card that I had to cancel from fraud ( probably from using it on their website previously from one of their "sister" casinos ) , so I sent them a bank statement showing the last 4 digits of that card since it no longer exists … they cancelled my withdrawal. Are ANY of the sites posted here legit or are they all scams?
Public
Public
1 year ago
Could you please advise if you registered your casino account with your old or new address? Do your personal documents match the address that has been used for the registration?
Public
Public
1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, sz6bmd9zbm, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
