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Hello, I submitted all the documents correctly on 10-25.

I did this before winning €500, and since I requested the withdrawal, they have been continuously asking for more and more documents. It seems like an excuse not to pay my winnings. Furthermore, their response times are very long. They email saying they can't see the residential address. Then they want the document to be not older than three months. I've provided everything they asked for, but my payment is still pending.

Buongiorno ho inviato tutti i documenti correttamente dal 25-10.

L'ho fatto prima di vincere 500€ dal momento in cui ho elaborato il prelievo mi hanno continuato a chiedere documenti su documenti. Sembra una scusa per non pagare le mie vincite. Oltretutto i tempi di risposta sono molto lunghi. Rispondono via mail che non si vede l'indirizzo di residenza. Poi vogliono che il documento sia non superiore a tre mesi. Tutto ovviamente fatto da parte mia. Ma ancora il mio pagamento è in sospeso.

Hello carlito83,

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

Hi Nick. I had checked everything when I first signed up to the casino, suddenly as soon as the winnings arrived they asked me for further verification of the bank statement or a bank letter showing my address no older than three months. I sent a bank communication from Poste Italiane dated October 12, with the original PDF downloaded from the Poste website. I had previously sent the Sky Internet bill but they didn't like it, even though it was dated mid-August, so this one was also three months old. Now they've been continuing for a week, the big problem is that between their response and my resend of documents, two days pass and they don't work on the weekend... I've been waiting for a withdrawal of 500 Euros for more than ten days, obviously I was polite and in the email I asked them if they intended to pay my winnings, or not, because I was going crazy sending documents continuously. It's quite frustrating.

Ciao Nick. Avevo verificato tutto appena iscritto al casinò, improvvisamente appena è arrivata la vincita mi hanno chiesto ulteriore verifica dell'estratto conto bancario o lettera bancaria che mostrasse il mio indirizzo non più vecchia di tre mesi. Ho inviato una comunicazione bancaria di poste italiane datata 12 ottobre, con PDF originale scaricata dal sito di poste. In precedenza avevo mandato la bolletta di Sky internet ma non gli piaceva, nonostante fosse datata metà agosto,quindi anche questa antecedente tre mesi.. ora è una settimana che continuano, il problema grosso che tra la loro risposta e il mio reinvio di documenti,passano due giorni e il weekend non lavorano... È più di dieci giorni che aspetto un prelievo di 500 Euro,ovviamente sono stato educato e nella mail gli ho chiesto se avevano intenzione di pagare la mia vincita,oppure no, perché stavo impazzendo a mandare continuamente documenti. È abbastanza frustrante.

Hello Carlito83,

Please note that the 14-day period for the KYC verification process typically begins once a withdrawal request is made. If it has been less than 14 days, I would advise submitting all requested documents and allowing the process to proceed.

If the verification takes longer than expected, please let me know, and we will do our best to assist.

Best regards,

Nick

Hi Nick problem solved. But I have to be honest, I have not changed any document that I had already sent. So I suppose they procrastinated. I must also admit in their defense that approved on Monday they made me an instant transfer. But still too much time and too many checks, thanks to you for the support.

Ciao Nick problema risolto. Ma devo essere sincero,non ho cambiato nessun documento che avevo già inviato. Quindi suppongo che abbiano temporeggiato. Devo anche ammettere a loro discolpa che approvato il lunedì mi hanno fatto un bonifico istantaneo. Ma comunque troppo Tempo e troppe verifiche,grazie a voi del supporto.

Dear carlito83, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru