Spinia Casino - The player's verification is stuck.

I already play for longer then a year. I was 100% verified. And i made several deposits here over the year.

Now i want to cashout 3000eu they ask proof of identity and bankstatements and proof of adress.

So i send them my bank statements on this statement you see also proof of adres and i send my identity. This i did couple weeks ago because a couple weeks ago i also won but then i got frustrated and played the win.

Then i got a email my documents received so now couple weeks later i play and win again so want to withdrawel. And now suddenly got an email my documents not approved.

What is wrong with al this online casinos who play this games with customers.

I hope you guys can help me again

Hello Benny,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinia Casino. I would like to ask you a few more question before we would move forward.

Did you use any new payment method since your last withdrawal? When was the last time the casino responded and what was it? Did you use any bonus to accumulate your current balance in the casino?

Did the casino specify why did they requested another documents - if there was any issue with them or not enough visible i.e.?

Please also forward any relevant screenshot or communication between you and the casino to nikolas.b@casino.guru.

Regards,

Nick

No i always use my bank to deposit not any other deposit method.

They didnt tell me why proof of adress was not good. Its standing on my bank statements what is more reliable then my bank statements i have to send them any way suddenly. And for proof of adress i tried a tax letter also not aproved. It is so strange that i have to proof al this suddenly. When i want to cash out a smal amount.

They should be arrange this with customers before the first deposit.

First verified everything then deposit and then play.

I won at Holland casino 70k an dutch licensed casino couple weeks ago. They payed in 3 days. This is how it should be.

I didn't use at spina bonus amount to play nothing of al of this.

Thank you Benny for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it and I hope we will be able to help you out.

Regards,

Nick

Hello, Benny,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spinia Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Spinia Casino Team, could you please state the reason why the player's account was not verified? What documents are problematic and what steps should the player follow to successful verification of his account?

Thank you in advance for providing the information.

Hello,

The verification process is mandatory for all players.

Unfortunately, the player refused to understand that we are unable to accept the proof of the address older than 3 months. The document dated Oct 13 was uploaded on Jan 23.

We also informed the player about our decision via email.

Moreover, we cannot agree with the player's statement that the account was fully verified at the time when get requested the withdrawal.

We still await the proof of the address from the player to proceed with the verification.

Thank you.

Hello, Spinia Casino,

Thank you very much for providing the explanation.

It is understandable that the documents cannot be older than 3 months. Could you please provide us with some examples/types of documents that you are able to accept as proof of the address?

Hello Branislav,

Literally, it can be any utility bill, we can even accept a penalty notification or a bank statement.

But, we are unable to accept the same document for different purposes, for example, the bank statement cannot be accepted as proof of the deposit and the proof of the address at the same time.

Thank you.

Thank you, Spinia, for the information. Now it is more clear to us.

Dear Benny,

If you are in contact with the casino representative via email, I recommend you to follow their instructions. You can see more detailed explanations and requirements necessary for your successful verification above.

ID Verification is one of the most important processes in every casino and your patience and helpfulness in resolving your issue are needed. I sincerely hope it will be possible for you to provide the casino with the above-mentioned documents. Then the process should move forward.

Let us know please in case of any progress after sending all required documents to the casino. We are looking forward to hearing from you news soon.

Dear Benny,

Have you experienced any progress in your issue? Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Hello,

Nothing was uploaded so far.

Thank you very much for the update.

Let's provide the player with a few days. In case he fails to respond, we will reject the complaint.

Greetings all,

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Dear Spinia Casino team,

Thank you very much for providing information and cooperation.