SpinGenie Casino SE - Player’s verification documents have been ignored.

The casino never responds to emails or in the chat. Asking for verification. Documents submitted but nothing happens

Dear Sussie59,

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?
• 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,

Tomas

Hi There,

I checked the account and see the account was verified just after you submitted this complaint.

We are very sorry for any inconvenience this may have caused you.

Thanks for understanding

Thanks for the response to the SpinGenie Casino representative.

Dear Sussie59,

Could you please advise if you require any further assistance? Please let me know. I'll await your response.

Dear Sussie59,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.