HomeComplaintsSpinfinity Casino - Player is struggling to complete the account verification.

Spinfinity Casino - Player is struggling to complete the account verification.

Amount: $175

Spinfinity Casino
Safety Index:High
Submitted: 06 Mar 2023 | Resolved : 14 Mar 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player from the United States was experiencing difficulties withdrawing his winnings due to ongoing verification. The casino responded and explained that the verification process had now been completed, and seemed to take longer than usual as the player no longer had access to one of the credit cards he had used. The player confirmed that they had received their payment and the issue was resolved.

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1 year ago

I've cashed out my comp points 2 times now with no reasons. At first they needed pics of 3 cc but I can't only send 2 the 3rd one was found in a store and was sent to my bank where it was Destroyed,and new card was made in bank and I now have the new one. I do not receive Bank statements nor any other paperwork. I do not want this kind of c*** So It doesn't look like I will ever see my money. I'm also going to avoid depositing on their sister's sites As they probably will do the same to me and I'm not going through this anymore I'm going to play on sites that I feel a 100% confident able much This site has a 10% As far as I'm concerned

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1 year ago

Dear cobra562,

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 seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

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1 year ago

Yes I did along time ago,they wanted 3 pics of 3 cc that they say was missing.I sent 2 only becouse the 3rd one was tossed out by my bank as it was lost and found.I told them this in live chat.I don't get bank statements and can't either.if something is missing then someone needs to let me know.Ive asked with no answers

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1 year ago

Thank you very much, cobra562, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

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1 year ago

Just a update..I went into live chat Thursday and asked again what was needed.Turns out they never got my docs I sent.I sent them while in chat.Rep said she got them and will let team know.So we shall see.

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1 year ago

Hello cobra562,


I have reviewed your case and will contact the casino to see if I can help. In the meantime, please do keep us updated on any developments.

 

We would like to invite Spinfinity Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Spinfinity Casino,

 

Can you please provide an update on the status of the player's verification?

 

Kind regards,

Adam

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1 year ago

Hi there, this was already in hand before this complaint was submitted, and the cashout has been completed.


Sometimes, players who try to defraud the casino or (other members of the public) input stolen credit card details and try to cashout to other cards stating that the original card i lost or stolen. Please do not take this to heart, we're looking out for you (and your data) and us on this. These kinds of players generally cannot pass the KYC process, it was in no way a delay of game situation, just formalities. As you were struggling to verify this credit card, the verification process seemed harder. Since that point, you also used other cards which then also had to be verified.


Now this is complete, your cashout has been made and the future process will be a lot smoother for you.


Sorry for any inconvenience the KYC and verification process has caused in this case.

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1 year ago

Hello,case can be closed.Payment was received today.So everything seems ok now..

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1 year ago

Well I got it

Edited
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1 year ago

Dear Spinfinity Casino,


Thank you for your response and explanation.


Dear cobra562,


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,


Adam


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