The player from Switzerland faced withdrawal issues as the casino refused to complete the verification process despite having sent the necessary documents, which had been rejected. The player provided all required documents, including a citizen card, credit card, and a bank statement. The issue was resolved as the player's winnings had been paid. The complaint was marked as 'resolved' in the system.
Spinnalot Casino - Player's withdrawal is delayed due to verification issues.
Amount: 1,600 CHF
Spinnalot Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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3 weeks ago
Translation
Hello, this casino refuses to complete the verification process and release my funds. I have sent the documents, but they were rejected!
Automatic translation:
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3 weeks ago
Dear Sero123,
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,
Dominika
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3 weeks ago
Translation
I provided everything they wanted. Citizen card, credit card, photocopied credit card from both sides and a selfie with the citizen card
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2 weeks ago
Translation
thank you for your help. my winnings have been paid
Automatic translation:
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2 weeks ago
Dear Sero123,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
