The player from Germany faced ongoing issues with the verification process for withdrawing money from the casino, as he was repeatedly asked for the same documents and was unable to upload them online. Additionally, he encountered problems with emails not being received. The Complaints Team extended the response time for the player to provide the necessary documents, but ultimately, the complaint was closed due to a lack of response from him.
Goldspin Casino - Player's withdrawal is delayed due to verification issues.
Amount: €600
Goldspin Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
Public
Public
1 month ago
Translation
The verification doesn't work. They ask for the same documents x times, then suddenly I can no longer upload them to the website... then I'm supposed to send them by email... then they wouldn't have received any emails again... etc. etc. and so on.
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
1 month ago
Dear arondeutschle,
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 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?
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,
Kristina
Public
Public
1 month ago
Translation
I've submitted everything you asked for again, and now it's down to one final document, and you're looking for something that doesn't fit or is missing. It's annoying. I'm attaching the chat transcript.
They don't even tell me which payment method or which card or retailer it should have been... I think I already have it.
I'll send it to you by email. PDFs aren't accepted here.
Automatic translation:
Public
Public
1 month ago
Translation
Now they apparently need another deposit, no idea.
You're missing a bank statement with the bank's logo on it. What else do I know?
I've now requested one from the bank, it's a pure neobank N26... the one you get in the app isn't enough...
Automatic translation:
Public
Complaint Resolution Center Team Lead
Public
4 weeks ago
Thank you very much for your reply, arondeutschle. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
Public
Complaint Resolution Center Team Lead
Public
3 weeks ago
Dear arondeutschle,
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.
Public
Complaint Resolution Center Team Lead
Public
2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
www.kpvfaw.com
