SpinBetter Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom dokumenata.

Hello,

They are asking me to verify documents before withdrawing which was not a problem for me. I sent them everything 3-4 days ago and everything seemed fine. However they started sending weird emails today when they asked for something new, I kept sending them the documents requested (bank statements and utility bills) and for some reason they said they were not originals. I think I sent them more than 10 to 20 different documents, which is absurd. I asked them why and they just said "please pay attention to the security department requirements" and some other weird vague answers.

Obviously all the documents I sent were originals so I don't understand the issue here.

I uploaded the whole email thread for you to review and you can see I've been as proactive as possible to do things right. They even ended with the last email saying "all further messages from you will be ignored".

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.

Dear Pajarito,

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

• Have you provided the casino with the original emails where the documents you mentioned were sent to you? With what result?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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,

Tomas

Dear Tomas,

Thank you for bringing this matter to our attention.

We take this complaint seriously and have already escalated the case to our Security Department for a more detailed review. Our specialists are currently conducting an additional investigation into the verification process and the documents submitted by the player to determine the reason for the repeated verification requests.

As soon as we receive the results of the Security Department's investigation, we will provide an update and clarify the reasons behind the verification requirements.

We appreciate your patience while this review is in progress.

Kind regards,

SpinBetter Team

Hello,

As you can see in the whole email thread that I uploaded, I offered to send them the email where the company sent me the utility bill. However they didn't give me an answer as you can see in their response.

Regarding the other questions, I want to clarify I just filled the "disputed amount" field in the complaint because it was mandatory, but as far as I know the casino is not disputing my winnings. They are just giving me trouble with the KYC for no apparent reason.

Most importantly, I just got communication from them 20 minutes ago asking me for my driving license. I sent them the pictures and I'm waiting for a response. Maybe they finally figured it out. I'll let you know if there is a new development.