Need For Spin Casino - Povlačenje igrača je odloženo zbog neuspele verifikacije.

Hallo

Please can you help me with this casino. I played on need for spin casino on 23 February. I used my own money and played roulette, and I won. I verified my account and sent all documents they asked for. Then they asked me to do a video call for additional verification. I had the call on 19 March. Before the call, I asked if I could speak German because my English is not good, but they said not to worry about my English. On the call they asked me for my passport, my username, what game i played, when i deposited, how much money i have and how much I tried to withdraw. They also asked me to turn my head left and right on camera. I did everything they wanted. Then they told me to wait for an email, but I never got it. When I asked them again, they said i did not pass verification, but they did not say why. I also sent them a complaint by email and asked for explanation, but they never replied. That is not fair because i did everything they asked, I sent all documents and I did a call with them. What more can I possibly do, I do not understand. My money is still there, I played fairly with my own money and I won. I deserve that money. Please can you help me get my money back and get a response from them about why I did not pass verification when i have done everything they asked. Please and thank you.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Dear gamer456,

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 can 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.

• Could you please let me know which other verification documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Did the casino provide you with any specific reasons for not passing the verification?

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

Best regards

Petra

Hallo

I uploaded my passport and a document to verify my address and I also did the selfie on my account. Then at the beginning of March I uploaded my transaction history document. After that, they asked for a video, which I also completed.

I did everything they asked for, so I don’t understand what else they want. They didn’t give me any clear explanation, just said I failed verification, even though I completed the video call with them and spoke to them directly, so I really don’t understand why I failed.

Thank you for your reply and for providing the previous details, gamer456.

• Have you tried contacting their customer support for updates since your last email?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hallo

I contacted them through every email I could find, but they didn’t want to explain anything and are ignoring me.

It’s not enough for them to say I breached some terms when that’s not true. If I did something wrong, then they should explain what it was, but I know I didn’t. They can’t say I didn’t make the call because I did, and I warned about my bad English. They can’t ban me because of that.

I also responded to everything they asked and showed everything they requested, so I don’t know what their problem is, but they can’t do this without some explanation. I sent to your email all communication between the casino and me. Thank you.

Dear gamer456

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear gamer456,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Need For Spin Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Dear Martina,

We have successfully provided all the details and evidence regarding this case. Please let us know if you require any further information or additional documentation from our side.

Best regards,

Need For Spin Casino Team

Dear gamer456,

After carefully reviewing the information provided, we regret to inform you that we are obliged to reject your complaint. The casino has submitted sufficient evidence indicating a breach of their Terms and Conditions, specifically related to a KYC violation.

As a result, we are unfortunately unable to assist you further in this matter.

I understand that this is not the outcome you were hoping for. If you believe your case warrants further review, you are welcome to contact the relevant licensing authority.

Thank you for your understanding.