The casino lies continously about what is required to verify to make a withdrawal, and questions documents in a rude mater. I was even made to upload a 2nd utility bill because my power usage was not high enough, and on and on. Worst site on the internet, you're throwing your money away using them.

Dear Neverlow,

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 you sent the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Have any of your documents been approved by the casino?

Are there any documents that you have not yet sent to the casino for 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,

Veronika

Hello

Thanks for taking the time. My major complaint is I was told it was not possible for me to be verified unless my paysafe voucher was used through a paysafe account with the same email address. I had 2 steps left of verification, where I needed to provide my paysafe account under the same email, and a selfie of myself and my ID with my elbow visible (try doing that yourself and you'll see how ridiculous of a request it is to take a selfie with your ID legible and your other elbow showing). I emailed paysafe and got no reply. I asked Goldspin customer support to speak with a manager and have their decision reviewed, this was declined.

I then told GoldSpin that I did not think it would be possible to have my paysafe, which i provided a picture of, able to be to be put on an account through them with the same email address as my goldspin email, they said my Paysafe could actually be verified given the documents already uploaded.

I just want my deposit back, I'm not even all too worried about the $1.8k I threw away when they told me I could not pass verification. The entire company seems to be lying chatbots, apart from a few times being questioned over my power usage, and denied speaking to a manager.

I have sent through 2 utility bills, my drivers licsense, my passport, and a photo of the paysafe voucher I used to deposit, all confirming my full name, DOB, and address.

Am I correct in understanding that you lost your entire balance in regular gameplay? Please specify the current real-money balance in your account.

Correct, as I was told there was no way for me to pass verification I raised my bet, and spun as fast as possible til the $ was out of my account so i no longer had to think about withdrawing a large sum that i was told was impossible to withdrawa. I have $9.03, $9 being in the form of a free sports bet.

Once my account was near zero was when I was told I no longer had to provide my linked paysafe account, likely hoping I was dumb enough to deposit again without some positive resolution to my complaint.

I've emailed and gone in chat many times since and get the same exact generic replies and emails in return

Dear Neverlow,

Thank you for your reply and for providing additional details.

I'm sorry to hear about the difficulties you’ve faced during the verification process. Regrettably, with no real-money funds left in your account, we are not able to assist you in recovering any balance. Once the funds are lost through gameplay, there is no remaining amount for us to help retrieve.

For the future, we strongly recommend resisting the urge to continue playing when facing withdrawal or verification issues. Doing so can put potential winnings at risk. It’s always better to contact support or submit a complaint with us before continuing to play, and to wait until the issue is resolved.

For these reasons, this complaint will now be closed. Thank you for your understanding.

Best regards,

Veronika