LionSpin Casino - El jugador experimenta un proceso de verificación prolongado.

Hi,

I had a big win of 3158e at the mentioned casino on 6.3.2024. After winning, I supplied the necessary information for their KYC verification procedure and proceeded with the withdrawal request.

It's been almost 4 weeks since I've been continuously sending various strange pictures to fulfil their KYC requirements. However, they always manage to find a reason to reject them or come up with new requests for verifying my identity.

I'm talking about rejections for reasons like: "Please upload a photo with both hands fully visible on the photo." or when both hands are visible, they complain about the poor quality of the photo: "Kindly upload a photo in better quality with all passport details clearly visible"

In my opinion, they are trying to complicate the process and elongate the procedure for receiving my winnings as long as possible until I give up.

I ask for your help regarding this matter, thank you.

Hei,

6.3.2024 onnistuin voittamaan ison kasan rahaa kyseiseltä kasinolta. 3158e. Tämän jälkeen suoritin heidän KYC tarkastukseen vaadittavat tiedot ja laitoin noston menemään.

Olen nyt kohta 4 viikkoa heidän kanssaan lähettänyt mitä kummallisimpia kuvia suorittaakseni KYC vaatimukset, mutta he aina keksivät joko syyn hylätä tai uuden pyynnön miten vahvistaa henkilöllisyyteni.

puhun siis että kuva hylätty syystä: "Please upload a photo with both hands fully visible on the photo ." tai kun molemmat kädet näkyvät niin kuvan laatu liian huono: "Kindly upload a photo in better quality with all passport details clearly visible"

Mielestäni he yrittävät kikkailla tämän prosessin ja tätä kautta venyttää voittojeni saamista mahdollisimman pitkällle, kunnes luovutan.

Pyydän apuanne tässä, kiitos.

Hello noutaja,

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

Looking forward to your answer.

Regards,

Nick

Hey,

The show has been going on from 6.3.2024

They have approved my proof of address, but denied proof of identity.

I contacted casinos live support roughly a day ago, asked whats going on and stated that i am very pissed that they are pulling strings with the KYC thingy. I have sent 7 documents, all what they asked, but still denying.

Thank you noutaja for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear noutaja,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite LionSpin Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Dear CasinoGuru!

We would like to point out that LionSpin Casino is very attentive to KYC (Know Your Customer) policy and money laundering prevention requirements. We realize the extent of our responsibility and act with the safety of both parties in mind. 

As a consequence, in accordance with our Terms and Conditions clause 5.1. - Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon LionSpin Compliance Department discretion.

An additional document was requested from the player to complete additional verification, after which the withdrawal process will be available to the player. Unfortunately, despite receiving several documents from the player, the submitted document still does not fulfill the criteria as described before. 

Furthermore, after each review of the new document, the player was informed by our team about what exactly was not met in providing the document.

Based on the above facts, to continue the additional verification process, we kindly ask the player to provide the correct document, which will be checked in due course.

Kind regards,

LionSpin Casino Team

Hello,

I have just again done exactly as they asked on the document info.

Previously you have been declining my documents for reason "both hands not visible" which i think is a joke.

But i have redone your request yet again. With all my efforts to fulfill it.

Dear noutaja, do you have any updates regarding the verification, please?

Hey,

I was asked for more verification again, for a video that has 15 instructions. I feel like they are abusing their terms of use and trying to postpone my payments.

Hello noutaja, have you undergone the additional verification, please?

Hello,

i just have sent them a inquiry asking where i can even upload the verification video since it cannot be uploaded on their website.

+ the instructions were absurd. The email was even covered in a way that it cannot be screenshotted easily.

Hello noutaja, have you managed to upload the verification video, please?

Hey,

I have sent it to them last week. No response yet of anykind.

Thank you for the information.

Hello LionSpin Casino, could you please provide an update on the additional verification process?