HitNSpin Casino - El proceso de verificación del jugador está retrasado.

I have issue with verification process. Casino rejects all selfies that I provide. The reason is poor quality but everything is visible on the photo and information is readable. I tried to take photo with better quality than previous documents but casino still didn't accept it.

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 does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear vicentecv198086,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are facing during the verification process.

In order to understand the situation better, could you please clarify a few points for us?

• What exact instructions were given to you by the casino regarding the selfie/photo requirements? For example, did they request a specific angle, lighting, background, or any additional documents to be included in the photo?
• Did the casino provide any further explanation beyond "poor quality"? If yes, please let us know what they said.
• Have you tried submitting the documents using a different device (such as another phone or camera) or location with better lighting?

Additionally, please upload the selfies that you submitted to the casino here in the complaint thread, so we can review them ourselves. If you prefer, you may also forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Greetings,

According to our records, the account is verified.

The player does not have any active withdrawal requests

Regards

Dear vicentecv198086,

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.

Hello,

I was not able to request withdrawal till now. All my selfies were rejected and when contacting live support I was asked to provide new selfie again.

Thank you for verifying my account. Withdrawal request is placed now. Please complete it.

Dear Casino Team,

My withdrawal request was rejected again. Please let us know the clear reason.

Dear HitNSpin Casino Team,

Thank you for your update.

The player has informed us that their withdrawal request has now been placed but was rejected again.

To help us move this case forward, could you please clarify:

• the exact reason why the most recent withdrawal request was rejected, and
• whether any additional documents or actions are still required from the player in order to successfully process the withdrawal.

Thank you in advance for your cooperation.

Greetings,

According to our records, teh player is verified and soes not have any active withdrawal requests.

Regards

Hello,

I placed a new withdrawal request. Please process it.

Hello,

The last withdrawal request was rejected again.

There is an issue which needs investigation I guess. I will request withdrawal and it will be rejected again. So what should I do? Maybe it is better to request smaller amount? Is there any withdrawal limit?

Dear vicentecv198086

Please kindly make two withdrawal requests with smaller amounts.

Regards

I'd like to inform you that withdrawal is fully paid.

Thank you both sides for cooperation.

Best regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear vicentecv198086,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Petronela