Spinaro Casino - Гравець стикається із затримкою вилучення через додаткові запити KYC.

My first round of KYC was accepted. First withdrawal accepted and sent. Even tough it took 7 days and nearly 7 hours with their live-chat.

Now for my last withdrawal they are sandbagging the withdrawal again asking for more KYC. So im back with the livechat and uploading of selfies from every angle etc. But everything is rejected.

Please help me.

Dear Soffaspillern, 

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 advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

I have provided up to 10 different documents and allready completed the vastly painful verification process. But they keep hounding me for more documents, without any valid reason. There is not much more documents nor selfies i can provide at this point.

If I knew how i would be treated before i signed up, i would never have deposited a cent.

Could you please specify which additional documents the casino has requested from you?

Have you already provided any of these documents? If so, could you kindly specify when exactly?

Additionally, please forward all the communication between you and the casino customer support regarding the verification requests to [email protected].

Thank you for your patience and cooperation.

Dear Soffaspillern,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.