The player from Greece experienced difficulty with the casino's identification process. He had submitted the required documentation for his last 3 months of activity, but his submissions were consistently rejected without explanation or assistance. After our intervention, the casino clarified that the player must provide an original PDF document from the bank's website. The player submitted the required document, and the casino confirmed that his account was successfully verified. The complaint was then marked as resolved.
Spinanga Casino - Player faces issues with document verification.
Amount: €1
Spinanga Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
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1 year ago
Translation
Good evening
This casino has never undergone the identification process
For the document they requested regarding the last 3-month's activity, I have sent the appropriate document but it gets rejected every time.
Furthermore, they never help you to send what they want and they never specify the reason for the document's rejection.
Automatic translation:
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PR Assistant
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1 year ago
Hello Xronis33,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Spinanga Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
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1 year ago
Translation
The identification process has started since the beginning of April.
They have approved my ID.
With the casino I have stopped talking on live chat as the live chat representative cannot help you in identification cases.
It just tells you that they will send you an email from the relevant department which has never happened, I have never received an email.
They do not approve the receipt that lists all my movements in the last 3 months.
I had made a deposit with a paysafe card and I downloaded the official pdf from the paysafe website and they never accepted me without any reason. You just go into your account and see that it asks you for the document again.
I made a deposit with a National Bank MasterCard and again sent the card's 3-month transactions.
Again they did not accept it again without justification and without some help as to what the problem is
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PR Assistant
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1 year ago
Thank you Xronis33 for all the information provided. I will now forward your complaint to my colleague Dominika ([email protected]) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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Casino Analyst & Complaint Specialist
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1 year ago
Dear Xronis33,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Spinanga Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
www.kpvfaw.com
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Casino representative
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1 year ago
Dear Customer,
Thank you for reaching out to us.
We would like to inform that you have provided us with photos of your transactions and this cannot be accepted for verification.
Therefore, we kindly request you to provide an original PDF document downloaded directly from the bank's website. We require transaction history of your Card 535142******1556.
- This should contain all transactions, both incoming and outgoing, including deposits made to our platform, for the period from 15.04.2024 till 15.05.2024 in order to prove your source of funds.
Thank you for your cooperation!
Best Regards,
Customer Service
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1 year ago
Translation
Good Evening
How can I upload the pdf here?
Edited
Automatic translation:
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Casino Analyst & Complaint Specialist
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1 year ago
Dear Spinanga Casino, could you please provide instructions to the player on how to submit the PDF document? Is it more convenient to submit it via the casino website or email?
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1 year ago
Translation
I sent the relevant pdf with the card movements on your website, in the special category with the identification, as you requested and again you refused it without justification.
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Casino representative
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1 year ago
Dear Customer,
Your account has been successfully verified and the complaint has been closed from our side.
Thank you for your cooperation!
Best Regards,
Customer Service
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Casino Analyst & Complaint Specialist
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1 year ago
Dear Xronis33, could you please confirm that this is correct and that the matter is now resolved?
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Casino Analyst & Complaint Specialist
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1 year ago
Dear Xronis33,
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.
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1 year ago
Translation
The account has been verified, the complaint can be closed
Automatic translation:
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Casino Analyst & Complaint Specialist
Public
1 year ago
Dear Xronis33,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Dominika
www.kpvfaw.com
