Spinit Casino - Player’s struggling to complete account verification.

The casino requested 24.5. documents by email that I sent immediately the same day. Since then, I haven’t gotten any answers from them when I have asked about it. I also can't log in to my account at all.

Dear Stenka,

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.

Have you been advised what specifically seems to be a problem in verifying your account? Have you accumulated your winnings with or without an active bonus?

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,

Petronela

Hey,

I received an email inquiry about the documents ("routine check") and immediately sent them to them on 24.5. Since then, I have not received any contact. The win is accrued with a bonus and the wagering requirement is played.

-S

Thank you very much, Stenka, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hey,

I received an email a few hours ago that now the withdrawal would be approved. The money would seem to appear in a few days or else I will get back to it. If you were behind this then thank you!

-S

Hello Stenka!

I am delighted to see the positive development within your case. Please let us know, when you receive your winnings.

Hello Stenka!

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.

Looking forward to hearing from you.

Unfortunately, we’re forced to reject this case since because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.