Hi,

I’m reaching out because I’ve been dealing with ongoing account verification issues, and I’m getting quite frustrated. I’ve been trying to get verified for months now.

Most recently, all my documents were verified except for one. They’re still insisting on a salary statement, but as I’ve explained multiple times to them, I work as a home carer and receive Carer’s Allowance, not a regular salary. I’ve provided them with my Carer’s Allowance, even through email, yet they continue to insist on a salary statement that I am unable to provide.

To make matters worse, since my win, I haven’t received a single payment from them. It’s been really disappointing, and I’m not sure how to move forward at this point.

Dear soulsister,

Thank you very much for submitting your complaint.

I'm sorry to hear about the difficulties you've been experiencing. In order to better understand your situation and address your concerns effectively, could you please provide some additional details?

• Have you received any feedback or reasons from the casino regarding the rejection of your Carer’s Allowance as a valid form of income? Please forward me all the communication between you and the casino regarding the problems with verifying this document at [email protected].
• Has the casino listed any alternative documents that would be accepted as a source of funds?

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

Hi,

I’ve sent the email transcripts to the address you provided.

I previously reached out to their support team, and they told me that my Carer’s Allowance isn’t considered proof of funds and that I need to provide a salary statement.

They also gave me a list of other documents I can send, but the problem is, I don’t have any of those documents. You can also see the list of those documents in the email transcripts I sent you.

Thank you for your email. Could you please specify how many deposits you made into this casino?

Have long have you been playing at LiraSpin, and how much money have you deposited there?

Hi,

I made a total of 4 deposits, amounting to 850 euros. My first deposit was on January 28th, and my last one was on January 30th. I only had a win on the last deposit.

Thank you very much, soulsister, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, soulsister,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear LiraSpin Casino Team,

Could you please explain the player's situation in more detail?

What needs to be done on the user's side to pass the KYC and/or withdraw her winnings? Can you provide us with a suggestion on how she can prove her income or verify her source of funds, and provide her with instructions on how to proceed with the KYC? Why was her Carer’s Allowance not accepted?

Thank you.

Hello!

We are still awaiting the necessary Source of Wealth documentation.

Specifically, we require a bank statement in PDF format that clearly shows the deposit of social welfare payments into the user's bank account.

Kind regards,

LiraSpin Casino

Hi,

I just wanted to clarify that I receive my Carer’s Allowance by post, not directly into my bank account. Because of that, I don’t have any bank statements showing the payments.

The only document I’m able to provide is the official government-issued Carer’s Allowance letter, which I’ve already sent over multiple times. It clearly confirms that I receive the allowance, but it keeps getting rejected.

Since this is the only proof I have, and it’s a valid government document, I’m not really sure what else I can do at this point. 

Dear, soulsister!

We accept various documents to verify the source of wealth used for deposits into our casino. Acceptable documents include a salary statement, proof of business ownership, documentation related to the sale of property, inheritance payment records, or divorce settlement agreements. Please ensure that the documents cover the last three months.

While a Skrill statement is not required, you may upload a bank statement from which you transferred funds to your Skrill account.

Kind regards,

LiraSpin Casino

Hi,

I’ve already sent the source of funds document you’re asking for. Like I’ve explained before—both in this complaint thread and in your support chat—I get a carer’s allowance, which is my only income. It’s paid by post, so the only thing I can provide is the official document showing the weekly amount, which I have provided to you already.

You mentioned documents like payslips, business proof, or property sale records, but I don’t have any of those. I’m a full-time carer for my son, and I don’t have any other income apart from the carer’s allowance.

From what I understand, this document should be valid under Irish law as proof of funds, since it’s an official payment from the Department of Social Protection.

I really don’t know what else you expect me to send. I’ve given you everything I can, and it’s honestly frustrating to keep being asked for things I don’t have.

Greetings all,

Thank you both for your replies and additional information, and I am sorry for the delay.

Dear soulsister,

Let me please explain a few things first.

The KYC/verification is mandatory in the vast majority of online casinos, and this process usually includes verification of players' deposits (ownership of the used payment method) and the deposited funds, to confirm that they used only their own and legal funds for deposit(s). It is an industry standard that it is prohibited to use a 3rd party payment method or funds for deposits, and doing so means a serious breach of the Terms and Conditions and KYC regulations. You claim that you receive payments/'salary' only based on your Carer’s Allowance, by post. If I understood the situation correctly, the casino does not have a problem with your Carer’s Allowance and the provided government-issued document, but rather with proof of how the funds moved to your casino account. So, provided that you do not have another income, as you claimed above, and you have money only from the state, within the Carer’s Allowance, it is necessary to prove how those funds got to the casino. Therefore, the casino asked you for bank statements from your payment methods through which you deposited into the casino. If you receive your 'salary' by post, it would be highly appreciated if you could clarify how those funds moved from the way you got them (post) to your gaming account as deposits to LiraSpin Casino. To be honest, at this point, I do not know how to explain it better.

Now - the questions, because some things are still unclear here.

• What type of payment method(s) did you use for deposit(s) made to the casino?
• Can you clarify what funds were deposited into the casino, and how they got to your payment method(s)?
• If you used your Carer’s Allowance for deposits to the casino, can you please explain how it usually moves to your payment method(s) if you receive it by post?
• Can you prove the origin of these funds (you should have some official statements/confirmation about your Carer’s Allowance when they come to you and based on which you withdraw or transfer these funds to your payment method(s)) and the way they moved 'from post' to your account balance at LiraSpin Casino?

Providing bank statements/transaction history from players' payment methods is a common way how online casinos to verify users' payment methods, their ownerships, source of income, and other information, such as personal details/addresses.

Unfortunately, if you are not able to provide the casino with additional documents verifying your income and the way you deposited it to your gaming account, I am afraid there is nothing more we can do to further help you with the matter.

Thank you for understanding. Looking forward to hearing from you.

Dear soulsister,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, full cooperation will be required.

Thank you very much, LiraSpin Casino Team, for providing information and cooperation!

Best regards,

Branislav, www.kpvfaw.com