The player from Germany is experiencing repeated requests for the same verification documents which has delayed the payout. Their account has also been locked due to the ongoing verification process.
SpinsBro Casino - Player’s payout is being delayed due to repeated verification requests.
Amount: €800
SpinsBro Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello.
For weeks, the casino has been delaying my payout by constantly demanding new requirements for verification. All necessary documents have been sent multiple times to their financial department. Yet, they continue to request the same documents over and over again. Meanwhile, my account has been locked. I was informed that this is due to the ongoing verification process.
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1 year ago
Dear meisteryoda0815,
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,
Veronika
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1 year ago
Translation
Hello.
The last documents were sent to kyc@spinsbro.com on September 10, 2023.
On September 24th I sent another document of my ID because they weren't happy with the previous ones again. I'm still waiting for an answer today.
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1 year ago
Hello meisteryoda0815!
Hope you are doing well today!
Your account is now verified please set up your withdrawal request and we will do our best to proceed your payment as fast as possible.
Have a great day
SpinsBro Casino Team
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1 year ago
Dear SpinsBro Casino representative,
Thank you very much for getting in touch with us and for informing us that the player's account is now verified.
Dear meisteryoda0815,
Can you please confirm if you requested your winnings to be paid out? Please keep us updated.
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1 year ago
Translation
Hello.
Yes, finally everything worked. My account is verified and the first withdrawal is in my account. See picture attached. Many thanks for your help.
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1 year ago
I'm glad to hear that! Should we leave this complaint thread open until you receive your second withdrawal?
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1 year ago
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Yes, please. As soon as the second payment is in the account I will contact you again
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1 year ago
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Hello. The 2nd payout has also arrived. Many thanks for the support.
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1 year ago
Dear meisteryoda0815,
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
