HellSpin Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

Good morning. My problem is verifying my account. Hell Casino is rejecting my withdrawal request, expecting a document they have no right to demand. So, from the beginning, after submitting the withdrawal request, the bookmaker requested documents: proof of payment, a selfie, and a May statement from my account, where I made three deposits. They received all of them the next day. They requested a May statement from the account that funded Revolut. I received a transfer to this account from someone who owed me money. How am I supposed to send them private information from their account now? I can send them statements from my own account. I deposited money into their casino from my own account, and they shouldn't be concerned about where I funded my account. Please help.

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Dear bida1985,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that the casino requested proof of funding of your Revolut account? May I ask how much that individual sent to you?
• Could you please advise if the casino has approved the rest of your documents?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Good morning, thank you for your reply. Yes, I agree that casinos have the right to demand player verification documents. So, my documents were partially accepted: ID, proof of address. I was sent a selfie with a code, and this statement, which I cannot accept. The bookmaker also demanded confirmation of the deposit they received, as well as my statement for May. I made the deposit from my bank account, which belongs to me, and they shouldn't be interested in requesting a statement from the person who topped up (sent) money to my account, because it's my friend's private information (this statement contains HIS history of purchases, fees, and income). Now we're getting to the point where they're going to ask what my friend owed me money for. If they care where I get the money to play, that's no problem. I have an employment contract and can send it to them, but I won't agree to share a third-party statement because my deposits to their casino were from my bank account. The total amount of money my friend refunded was 1,300 PLN. After he paid me back, I decided to have some fun with it and deposited it into the casino. It's very unfair that the player is now

Thank you very much for your reply, bida1985. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bida1985,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina