The player from Greece faced a delay in KYC processing for two days, which coincided with his winnings of €5,000, which subsequently diminished to €3,700. The Complaints Team extended the response time by 7 days for further communication; however, due to a lack of response from the player, the complaint was closed at that time. The team remained available to assist should the player choose to reopen the complaint in the future.
SpinMills Casino - Player's KYC verification is delayed.
Kapandi
Our verdict
Player stopped responding
Amount: €5,000
SpinMills Casino
Guvenlik Endeksi 8.4 YuksekCase summary
Tartisma
Public
Public
10 AY ÖNCE
2 days my KYC is still processing. Because i m winning 5000€ . Now i m on 3700€ because that s their trick , to make me play and lose everything before i deposit
Public
Public
10 AY ÖNCE
Hello,
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 list 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?
- Are you in contact with the casino via email, live chat, or other channels?
- Were any of your documents approved? Were you asked to submit any documents more than once?
- Have you asked the casino support to activate any responsible gambling options, or have you activated them yourself?
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,
Tomas
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
9 AY ÖNCE
Dear SOTOSDAT,
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
Public
9 AY ÖNCE
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,
Tomas
Casino.Guru
