SpinsBro Casino - Player is experiencing difficulties with verification.

I deposit using my virtual credit card. I lost 1000 EUR already. I was approved till that time. When it comes to withdrawal they want the credit card. Since I have used virtual credit card, they didnt accept it. This is insane I send them screenshots and statements after they are ready.

Their KYC department is not approving me for 3 weeks!!!

They are 100% scammers!!!!

Dear mbilge, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with SpinsBro Casino. 

Please understand that KYC is a very important and essential process, during which the casino makes sure 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. 

Please allow me to ask you a few questions so I can understand the situation completely. Do I understand correctly that this is the only unverified document? Have all your other documents been verified already? Do the screenshots show all the information required by the casino? 

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

Hello Veronika,

I am approved as a person already on the casino. Selfie, ID, Address Proof etc.

They are not accepting my proof for the credit card.

I am using virtual credit card, I send the bank screenshots they didn't accept because they said your name in not written. But this is bank APP, I cant obviously tell the bank to change their mobile APP for me.

The beginning of this week, statements are generated. I send the statement showing my name, address, virtual card, all transaction, etc.

However they are still saying the same, not accepting the statement also!

They are 100% scammers, I am sure about that!

Thank you.

Thank you for the information. Do I understand correctly that the casino sent you an additional email after you provided them with statements containing your name and card numbers? Did they explain to you why the statements were rejected? Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you can post it here.

Dear mbilge,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of mbilge. The player sent us the following email:

Hello Veronika

They made the payment after 5 weeks.

Thank you for your help anyways.

Dear mbilge,

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,

Veronika

Casino.Guru