JVSpin Casino - El jugador está luchando para completar la verificación de la cuenta.

Hello, it's me again. I have on December 21. won a sum of € 500. I wanted to withdraw this, but I had to verify my account. I did that immediately. Now everything depends on the screenshot from ecopayz. I sent a screenshot of the deposit and a screenshot of my personal information. Each time there was a request: You should provide us with a screenshot of the ecoPayz e-wallet where we can see the data of the e-wallet holder (by clicking on the cog icon) and deposits connected with your gaming account.

I can not do that. I'm 73 and technically not able to do that. In addition, for data protection reasons, I do not find it appropriate that everything can be seen in my Ecopayz account.

I have communicated this several times. My problem is not addressed, you just send me this message. Now I haven't heard anything for 4 days.

I can't open a game either.

Please help me. Thanks in advance.

Roswitha

Hallo, ich bin es mal wieder. Ich habe am 21.12. eine Summe von 500 € gewonnen. Ich wollte diese Auszahlen, aber da mußte ich mein Konto verifizieren. Das habe ich auch sofort erledigt. Jetzt hängt alles an dem Screenshot von ecopayz. Ich habe ein Screenshot von der Einzahlung geschickt und ein Screenshot von meinen persönlichen Daten. Jedesmal kam dann eine Aufforderung :You should provide us with a screenshot of the ecoPayz e-wallet where we can see the data of the e-wallet holder (by clicking on the cog icon) and deposits connected with your gaming account.

Das kann ich nicht. Ich bin 73 und technisch nicht in der Lage das zu leisten. Außerdem finde ich es aus Datenschutzgründen nicht angemessen, das man in meinem Ecopayz-Account alles einsehen kann. 

Das habe ich mehrfach mitgeteilt. Man geht nicht auf mein Problem ein, sondern schickt mir nur diese o.g. Nachricht. Jetzt habe ich seit 4 Tagen nichts mehr gehört.

Ich kann auch kein Spiel öffnen.

Bitte helfen Sie mir. Danke schon jetzt.

Roswitha

Dear Roswitha,

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. None of the serious and licensed casinos takes KYC lightly.

Do I understand it correctly that the ecoPayz screenshot seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela, thanks for the quick reply. I submitted all the documents. It's really just because of the screenshot from ecopayz.

It just can't go on.

Best regards

Roswitha

Hallo Petronela, danke für die schnelle Antwort. Ich habe alle Dokumente eingereicht. Es liegt wirklich nur an dem Screenshot von ecopayz.

Es geht einfach nicht weiter.

Herzliche Grüße

Roswitha

Thank you very much, Roswitha, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hallo Petronela,

ich habe es heute nun nochmal probiert. Diese Antwort kam : You should provide us with a screenshot of the ecoPayz e-wallet where we can see the data of the e-wallet holder (by clicking on the cog icon) and deposits connected with your gaming account.

To verify the data you should send screen shots from PC in the full-sized version of windows without cutting the top and bottom panels.

Also immer die gleiche Antwort. Es passiert einfach nichts.

Roswitha

Dear Roswitha,

I’m very sorry to hear about your negative experience. Unfortunately, it is not uncommon for casinos to request information like this as a part of the KYC process. In these situations, it is always recommended to follow the casino’s instructions. Wouldn’t it be possible for you to have someone help you to make the requested screenshot?

I would like to invite JVSpin Casino into this conversation.

Dear JVSpin Casino,

Is there possibly an alternative kind of information Roswitha could provide instead of a screenshot of her ecoPayz wallet?

Dear Roswitha,

Has there been any development in regards to this issue? Unfortunately, we haven’t received any response from the casino.

We would like to ask JVSpin 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’.

Hello Andrej,

unfortunately no reaction from the casino. I can log in, but all games are blocked. The only answer I get is this standard email. I just do not get any further. I don't have anyone who is familiar with this type of screenshot. But I sent these two pages with normal screenshots. With the other species you only see these two sides. I find all of this very strange and dubious. This has not been required of any casino until now.

Thanks anyway for your efforts.

Roswitha

Hallo Andrej,

leider keine Reaktion vom Casino. Ich kann mich zwar einloggen , aber alle Spiele sind gesperrt. Zur Antwort bekomme ich nur diese Standartmail. Ich komme einfach nicht weiter. Ich habe auch keinen der sich mit dieser Art von Screenshot auskennt. Diese beiden Seiten habe ich doch aber mit normalen Screenshot hingeschickt. Mit der anderen Art sieht man auch nur diese beiden Seiten. Ich finde das alles sehr merkwürdig und unseriös. Das wurde bis jetzt von keinem Casino so verlangt.

Danke trotzdem für die Bemühungen.

Roswitha

Hello Andrej,

that's in the ABG's:

for payment systems: a screenshot of your electronic account profile page with the full name and details of the holder and a screenshot of your transaction history with the padding on the service. The algorithm is the same for all electronic payment methods supported by the service.

I made these two pages available to the casino.

I sent another email today and this email with many explanations and the wish to clarify it and got this sentence in response:

Hello!

The Security Department is waiting for requested documents.

I'm at a loss.

Roswitha

Hallo Andrej,

das steht in den ABG's :

für Zahlungssysteme: ein Screenshot der Seite Ihres elektronischen Kontoprofils mit dem vollständigen Namen und den Details des Inhabers und ein Screenshot Ihres Transaktionsverlaufs mit der Auffüllung auf dem Service. Der Algorithmus ist für alle vom Service unterstützten elektronischen Zahlungsmittel gleich.

Genau diese beiden Seiten habe ich dem Casino zur Verfügung gestellt.

Ich habe heute nochmal eine Mail geschickt und diese Mail mit vielen Erläuterungen und dem Wunsch es zu klären und habe diesen Satz zur Antwort bekommen:

Hello!

The Security Department is waiting for requested documents.

Bin ratlos.

Roswitha

Dear Roswitha,

We checked your request and our security department ask. Could you please make a selfie with your document in front of a chat with security department?

Regards,

JVspin

Hello Andrej,

i took the selfi and my problem is now solved. I already got my winnings yesterday. Everything happened very quickly now. I would like to thank you for your support. I would also like to thank the casino for their kindness.

Thanks!!

With very best regards to everyone involved

Roswitha ***

Hallo Andrej,

ich habe das Selfi gemacht und mein Problem ist jetzt gelöst. Ich habe auch gestern schon meinen Gewinn bekommen. Jetzt ging alles sehr schnell. Ich möchte mich hiermit bei Ihnen für Ihre Unterstützung bedanken. Auch möchte ich dem Casino für das Entgegenkommen danken.

Danke!!

Mit sehr freundlichen Grüßen an alle Beteiligten

Roswitha ***

Dear Roswitha,

Thank you for using the Casino Guru complaint resolution center. We are very glad to hear that your issue has been resolved and that you have received your winnings! We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards

Andrej