The player from Greece experienced constant rejection of his selfie verification, which he believed was being used as an excuse to delay his payment. He had successfully verified his identity with the same selfies at other casinos and sought assistance. After multiple attempts and communication with the casino, his account was eventually verified, and the withdrawal of 300 euros was successfully completed. The issue was marked as resolved by the Complaints Team, and the player was encouraged to reach out for any future concerns.
HitNSpin Casino - Player faces delayed payment due to selfie verification issues.
Amount: €300
HitNSpin Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hello
I'm facing the same problem with my selfie, it keeps getting rejected, it's impossible to see the small letters of an ID in high definition in a selfie
This is an excuse to constantly delay payment.
I've identified with the same selfies at other casinos and I don't understand their problem.
Below I am attaching the documents.
Thanks
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 month ago
Dear georgios04,
Thank you very much for submitting your complaint.
I’m sorry to hear about the problem you’re experiencing with your selfie verification.
To help us understand the situation better, could you please let us know:
- How many times have you attempted to submit your selfie and ID?
- Are you receiving any specific error messages or codes when your selfie is rejected?
- Have you tried any alternative lighting or backgrounds when taking the photo?
Could you also forward the selfies and any related screenshots or communications from the casino’s support team to [email protected]?
For best results when taking a KYC selfie:
- Use a well-lit area with natural or bright, even lighting.
- Hold your ID next to your face so both are fully visible and in focus.
- Make sure the small text on your ID is legible—avoid glare by angling the ID slightly and keeping your hand steady.
- Use the highest resolution setting on your camera.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Petronela
Public
Public
1 month ago
Translation
Hello
I've uploaded the selfie about five or six times and it's been rejected.
They send messages to my email that I need to upload the documents again
Today I uploaded another selfie and I'm waiting for a response
Thanks
Automatic translation:
Public
Public
1 month ago
Translation
Hello
My account was successfully verified and I am now waiting for the money to be withdrawn.
Thank you very much for your help in solving the problem.
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 month ago
Dear georgios04,
Thank you for the update — I’m glad to hear that your account has finally been verified!
Please keep me informed about the status of your withdrawal. If you encounter any further issues or delays, don’t hesitate to reach out so we can continue assisting you.
Fingers crossed everything goes smoothly from here. ??
Public
Public
1 month ago
Translation
Hello
Today the withdrawal of 300 euros to my account was successfully completed.
Thank you very much for your help!
Automatic translation:
Public
Head of Complaint Resolution Center
Public
1 month ago
Dear georgios04,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
www.kpvfaw.com
