Hello,

I have been playing here since 22nd of August. I just deposited 400 euros. I had some winnings, they requested verify account. I sent them my documents on 26th of August. They are just telling me "All requests are processed in turn. Please wait, you will get a notification." everyday.

Everythins is okay on my account, I didn't use any bonus - I followed their rules. But there is no any new response. Always the same response. I felt nervous. Can you help about it? Thank you

Hello sezergurses,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SpinBetter 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

Hello,

It has been processing since 26th of August. I approved all documents what they requested. Which is, ID card - bank statement. Everyday, I write them but they just tell me wait you will get a notificition. But yesterday, they requested a Selfie with ID card and a selfie screen of conversation with them. I sent it also. Now they tell still wait you will get a notification. Too slow...

Hello again,

since I sent documents ( ID card and bank statement) on 26th of August they waited until 1st of September then requested a selfie. I sent it. After that waited couple of days then they requested a bill on 4th of September. I sent it. Again waited couple of days, Today it means 7th of September they requested a driving license I sent it also. As you can see this casino doesn’t request all documents at once. They are scamming me at the moment. Please help me. Today it’s been 2 weeks…I sent everything what they wanted. They didn’t still verify my account..

Thank you sezergurses for the additional information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Casino Guru didn’t response on the time. I have never seen like this before..

Since I wrote here casino didn’t do anything. They waited couple of days again and Today I understood that the casino making fun of me.

Check please why they requested today. Can they do that? What kind of verification this?

Dear sezergurses

I'm Michal and I have taken over your complaint. I have reviewed your case and although the casino could request all the needed documents all at once to speed up the verification process, the casino has the right to request any documents that can help the casino properly verify the player.

As mentioned in the casino's general terms and conditions in section 31.:

"The company’s management is entitled to request at their discretion any documents from the bettor substantiating their identity or other data they have provided (for example, passport details, residential address), as well as to cancel any payments until all such details have been verified. 

The company’s management reserves the right to conduct a video conference as a part of the identity verification process, and/or request for the documents to be sent by post. Verification may take up to 72 hours from the receipt of the documents. The outcome of the video conference can be provided to the customer within 5 working days after a video conference takes place. If it is proven that the data that was provided is not valid, the company is entitled to take any reasonable measures including but not limited to cancelling all bets and suspending all transactions for the duration of their investigation, and to proceed with full verification of the account once any documents required for the verification procedure have been requested."

I understand that the photo/video verification might sometimes appear a bit strange, but it has a valid reason behind it. This is the way the casino is protecting itself that you are a genuine person and that the winnings are passed to the right person as well.

I am asking you for your patience and to follow the steps mentioned in the email from the casino.

If you later feel there is something not right, please get back to me and I will contact the casino

H? M?chael

thank you for your reply and looking into my case. I understand the requirements of the identity verification ( ie selfie with documents; video calls requests are pretty standard and ok with me); those data has been provided as requested. What looks odd to me is a request of the selfie with a random numbers/letters; am struggling to understand how it can work as a proof of identification. In my opinion, such unreasonable requests are just a way the casino uses to delay payment. And this is not a fair way of doing business.

Can you please have a look again? Thank you

Dear sezergurses

As mentioned earlier sometimes the photo/video verification might appear a bit strange, but the casino has a right to request this as KYC is a very important process and it might take a longer time.

Now, I do understand that the whole process could be faster, but this is solely on the casino and there is not much we can do to speed this up.

The only thing I can suggest for now is to be patient and follow the instructions from the email.

I will contact the casino to find out how far is the verification process.

We would like to invite SpinBetter Casino to join the conversation.

Dear SpinBetter Casino, 

Can you please provide some information regarding the long delay of the player's withdrawal? What other, if any verification processes still need to be done to satisfactory verify the player?

Hi Michal, I trust CasinoGuru and sent the casino this unreasonable code selfie today.

Let’s see what will happen.

Thank you

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear sezergurses

So far I have received no response from the casino despite numerous attempts, but I will keep on trying. Has the casino informed you about the verification progress anyhow?

Dear sezergurses

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. I have tried to contact the casino repeatedly, but it appears they don't intend to respond to complaints. There is not much that can be done now without the casino's cooperation.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino.

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

If you feel you want to take this complaint further you can contact Curacao Gaming authority here ([email protected]) and submit a complaint to them. It's not the best licensing authority but it may have more options and tools to help players. Let me know if and how they replied at [email protected]

We wish we could be of more help.

Best Regards

Michal

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. The player informed us via email that the casino has processed the withdrawal and the player has successfully received their winnings. The player could not inform us earlier as they were abroad and thus didn't reply to our messages in time.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal