OnlySpins Casino - El jugador experimenta retrasos en el proceso de verificación de la cuenta.

On the 9th of the month, I requested a withdrawal of €500. On the 10th, the casino asked me to complete a verification process and provide the following:

A selfie

A selfie holding my ID with your website visible

My ID (front and back)

A utility bill

I sent all of these immediately.

On the 12th, I was asked to provide a login session so you could check my IP and to contact your live chat. I did that as well.

On the 14th, you requested the front and back of my card. Since my card is virtual, I sent the official proof provided by Neteller in PDF format, along with a screenshot of my virtual card.

Today is the 18th, and I still have not received any update, even though your verification tab states that document review can take up to 24 hours.

I am willing to provide everything I have submitted for verification, except my identity card for obvious security reasons. ( I also cannot upload my electricity bill, as I keep receiving the following message: "Maximum number of attachments exceeded")

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 anactasia,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

• Have you contacted the casino support asking them about the status of your verification process, please?
• Have you accumulated your winnings with the help of bonus, please?

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,

Katarina

Αfter many days of emails and talking with live support, my verification was completed yesterday and I received my first payment. I still have 2 more to receive. Could the complaint remain open until I receive the other 2 as well? In response to your questions, I have already sent you what I sent to support in photos. Obviously they are delaying on purpose in case the funds end up being lost…

Dear anactasia,

thank you for your reply and update.

We are pleased to hear that your withdrawal has been successfully processed, indicating positive progress. Please note that the complaint will remain open until we receive confirmation that the remaining funds have been received.

Please keep us informed of any developments.

Looking forward to your reply,

Katarina

I also received the rest of my money. They were delaying for no reason, as it turned out. It would have been fair to ask for all the documents at once and not one by one, replying whenever they wanted. It’s a classic casino trick, waiting for the customer to gamble away their money.

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

Dear anactasia,

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,

Katarina