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

Good morning, let me explain the problem. I have a withdrawal of €470 from PiperSpin, accrued from a sports welcome bonus, pending for over a month. The issue is account verification: liveness check passed, documents approved. Proof of funds REJECTED.

The problem is that their request is impossible. I sent the Revolut statement (PDF file, not screenshots!) containing the transaction to them, but it was rejected. However, they asked me for a different proof of funds CONTAINING the transaction made on their website. This conversation has happened three times in live chat with three different operators and is continuing via email with the staff. I'm truly exhausted.

Among the attachments I also add the photo of the email I sent him today, desperate... I reached the attachment limit but in the email I sent him the time of the transaction to the site (the only transaction I made), and the screenshot of my transaction from Revolut and a screenshot of the Revolut statement that they keep rejecting where I look for the transaction I made (foolproof)

Buongiorno, vi spiego il problema. Ho un prelievo di 470€ da piperspin, maturati da un bonus sport di benvenuto, in corso da più di un mese. Il punto è la verifica dell'account: liveness check superato, documenti approvati. Prova dei fondi RIFIUTATA.

Il problema è l'impossibilità della loro richiesta, io mando l'estratto conto revolut (file pdf., non screenshot!!) contenente la transazione verso loro, ma me lo rifiutato. Chiedendomi però una prova di fondi diversa CONTENENTE la transazione fatta al loro sito. Questa conversazione è successa tre volte in live chat con tre operatori diversi e sta continuando tramite mail con lo staff. Sono veramente esausta.

Tra gli allegati vi aggiungo anche la foto della mail che gli ho mandato oggi, disperata... ho raggiunto il limite di allegati ma nella mail gli mandavo l'orario della transazione al sito (l'unica transazione che ho fatto), e lo screenshot della mia transazione da revolut e uno screenshot dell'estratto conto revolut che mi continuano a rifiutare dove cerchio la transazione che gli ho fatto (a prova di scemi)

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 takes 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, 

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear Lina1111,

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.

Good evening, sorry for the late reply. The KYC was successful, as was the liveness check.

The documents accepted, now two months ago, are:

Proof of identity

Proof of payment (Revolut IBAN + Revolut card)

We're getting to the sore point, the one that's really driving me crazy. Proof of deposit. My proof of deposit has been denied countless times, and in multiple ways.

This is the last email I received just today, in which, for the umpteenth time, they reply robotically, listing what they want from me. The problem is that either they're hopelessly stupid, and I don't regret saying it, or they're automated and can't understand me. After countless rejections of the account statement (PDF), containing the transaction made on their website, to deposit, I sent the transaction document directly and that was it. I've attached it below.

Obviously, I sent them the PDF so they could check it better. I just had to post a screenshot here.

They rejected it. They're back with the same old tarantella I've been listening to for months and am really fed up with.

I think their problem stems from the screenshot/document showing a different amount, but I explained to them that it's because I paid commissions to deposit on their site. It's not hard to understand.

Let me know if you need anything else to help you.

Buonasera, scusate la tarda risposta. Il kyc era andato a buon fine, come la liveness check.

I documenti accettati, ormai due mesi fa, sono:

Prova di identità

Prova di pagamento (iban revolut + carta revolut)

Arriviamo al tasto dolente, quello che mi sta seriamente mandando in esasperazione. La prova del deposito. Mi hanno rifiutato un'infinità di volte la prova di deposito e in più modi.

Questo qui è l'ultima mail ricevuta proprio oggi, in cui per l'ennesima volta mi rispondono in maniera robotica elencandomi cosa vogliono da me. Il problema è che o sono irrimediabilmente stupidi, e non mi pento a dirlo, o sono automatizzati e non riescono a capirmi. Dopo i mille rifiuti dell'estratto conto (pdf.), contenente la transazione fatta al loro sito, per depositare, ho mandato direttamente il documento della transazione e stop. Ve la allego in basso.

Ovviamente a loro ho mandato in formato pdf. così che potessero controllare meglio, qui ho dovuto mettere un semplice screenshot.

Me l'hanno rifiutata. Ripartono con la solita tarantella che ascolto da mesi e di cui sono veramente stufa.

Io credo che il loro problema nasca che dallo screenshot/documento si veda un importo diverso, ma gli ho spiegato che è perché per depositare nel loro sito ho pagato commissioni. Non mi sembra difficile da capire.

Ditemi pure se vi serve altro per aiutarvi.

Also because, logically, did they accept my proof of ownership for the credit card? The one I used to deposit? Great! So the statement for the card they accepted couldn't fail to contain the transaction made on the site, right? It seems truly surreal to me.

Anche perché, per logica: mi hanno accettato la prova di titolarità della carta di credito? Quella usata per depositare? Bene! Allora l'estratto conto della carta che mi hanno accettato non può non contenere la transazione fatta al sito, no?Mi sembra veramente surreale

Update:

"Please be advised that the deposit amount provided does not match the requested amount and that the fee associated with this deposit is quite high. Unfortunately, our team cannot accept this as valid proof of deposit."

Aggiornamento:

"Ti informiamo che l'importo del deposito fornito non corrisponde a quello richiesto e che la commissione associata a questo deposito è piuttosto elevata. Purtroppo, il nostro team non può accettare questo come prova di deposito valida."

Hello Lina1111,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the additional information and updates.

To better understand the discrepancy mentioned by the casino regarding the deposit amount and the associated fee, could you please clarify the following details exactly:

• What was the actual amount deducted from your account when making the deposit?
• What exact amount was displayed on the proof of deposit/transaction confirmation sent to the casino?
• How much was charged as a commission or fee for the deposit transaction?

If possible, please also explain how the commission was applied (for example, whether the fee was deducted separately or included in the total charged amount).

Thank you for your patience and cooperation.

Best regards,

Attila

At that time

1) €86.90 is the total

2) €80 is the amount deposited at the Casino (as seen in the screenshot)

3) €6.90 commission

I paid the commission together with the deposit, so in one solution, €86.90

Allora

1) 86,90€ è il totale

2)80€ è l'importo depositato al Casinò (come visto nello screen)

3)6,90€ di commissione

Ho pagato la commissione insieme al deposito, quindi in una sola soluzione, 86,90€

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, Mirka (miroslava.d@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,

Attila

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Piperspin Casino representative to join this conversation.

Dear Piperspin Casino,

Could you please provide clarification regarding this case along with supporting evidence if needed?

Thank you in advance.

Hello Lina1111,

Thank you for providing your previous Proof of Deposit (POD). Unfortunately, it was rejected because the deposit amount shown on the document does not match the amount we recorded in our system.

We can see that the file you provided is from Revolut. We noticed that while the PDF version only shows the date, the time of the transaction is visible when you open the specific transaction in the Revolut app or website.

To resolve this, we kindly request that you provide a new POD that clearly shows the date and time of the deposit. The easiest way to do this is to:

1. Open your Revolut app or log in to your Revolut account
2. Navigate to the specific transaction we are referring to (the deposit in question)
3. Take a screenshot of that transaction detail page where the time is clearly visible

This timestamp is essential for us to verify the transaction accurately.

Please ensure the new document includes:

• The exact deposit amount
• The date and time the deposit was made
• Your account name/number

Once you have the updated document, please upload it to your account so we can review it promptly.

Thank you for your cooperation, and we appreciate your response.

Best regards,

Piperspin Casino

Dear Lina1111,

Please notify me, when you will be able to submit the requested document in the required format.

Thank you.

Good morning.

I have already uploaded the required document in the past, both in one of the posts above and in my PiperSpin game account.

I uploaded both the timestamp to my Revolut account and the transaction statement.

My name is not in the timestamp on the transaction page, but it is in the statement.

I made a screen recording that captures the steps: transaction page, specific transaction, and transaction statement, but it won't let me upload the video here.

Buongiorno.

Il documento richiesto l'ho già caricato in passato, sia in uno dei post qui sopra, sia nel mio conto gioco piperspin.

Ho caricato sia il timestamp all'interno del conto revolut, sia l'estratto conto relativo alla transazione.

Nel timestamp nella pagina della transazione non risulta il mio nome, nell'estratto sì.

Ho fatto un registro schermo che riprende i passaggi: pagina delle transazioni, transazione specifica ed estratto della transazione, ma non mi fa caricare video qui.

I uploaded one of the documents sent above to my piperspin profile, and of course it was rejected.

If I send them separately, they're rejected. They want a single document that contains all the information possible at once. I should ask Revolut to completely overhaul their interface to fix this problem, so I can find the next new reason for the rejection of documents.

Really funny.

Ho caricato uno dei documenti mandati sopra, nel profilo piperspin, ovviamente è stato rifiutato.

Se li mando separati, vengono rifiutati. Vogliono un documento unico che abbia tutte le informazioni possibili contemporaneamente. Dovrei chiedere a revolut di rivoluzionare totalmente la propria interfaccia per ovviare al problema, così posso scoprire il prossimo nuovo motivo per il rifiuto della documentazione.

Veramente divertente.

In theory, the Revolut account statement loaded 700 times should already contain the required information. But obviously, that's not a good idea because the fee is high.

Che poi, in teoria, l'estratto conto revolut caricato 700 volte dovrebbe contenere già le informazioni richieste. Ma ovviamente non va bene perché la commissione è alta.

Dear Piperspin Casino,

Can you please confirm, if the screenshots provided by the player would be sufficient for verification purposes?

Hello Lina1111,

We are pleased to inform you that the documents you recently provided have been successfully reviewed and approved.

Following this, an email has already been sent to you with instructions to proceed with the withdrawal of your remaining balance. We kindly ask you to follow the steps outlined in that message to complete the process.

Should you require any assistance or have further questions, please do not hesitate to contact us - we are always here to help.

Kind regards,

Piperspin Casino

Thank you for the update, Piperspin Casino

Dear Lina1111,

Please notify me, when you receive the withdrawal. Feel free to use the 'resolved' button.

Good evening, thank you very much for your reply.

I received an email telling me to log in to the site (which wasn't Piperspin), but I'm disabled, so I can't proceed.

Thanks for any future feedback and to casinoguru for managing the matter.

Buonasera, grazie infinite per la risposta.

Mi è arrivata un'email indicandomi di entrare nel sito (che però non era piperspin), ma risulto disabilitata, quindi non riesco a procedere.

Grazie per i futuri riscontri e a casinoguru per la gestione della pratica.

The withdrawal is in progress!

Il prelievo è in corso!

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

Dear Lina1111,

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,

Mirka