SpinCity Casino - La verificación de la cuenta del jugador se ha retrasado.

it has been over one month now since I'm trying to get verified and the verification software keeps on rejecting the passport I'm submitting. i have already submitted 3 or 4 perfectly good picture of my passport now and its still not being approved. on top of that i also submitted a live selfie submission, bank statement etc..

Dear vessjab,

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.

• Do I understand correctly that verifying your passport seems to be the only issue?
• Has the casino approved the rest of your documents?

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,

Kristina

the passport verification is the only issue, all of the rest of my documents i submitted have been approved.

Thank you very much for your reply, vessjab. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

i sent you an email detailing all the communications we had . thank you

Thank you very much, vessjab, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear vessjab, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear SpinCity Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player. What exactly is the problem with the photo of the passport the player provided? Please,specify why three different photos were rejected.

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Dear Natalia,

unfortunately, the user uploaded a document of small size and low quality to the verification window. Perhaps he accidentally uploaded a screenshot.

We ask the user to take a photo of his passport directly in the verification window on our website, it must be possible there. 

We ask the user to upload an original photo of the document in good resolution/quality and with normal size of the photo, 4 corners of the document should be visible and full spread of the passport. Such a document can be accepted, that is why we advise to take a photo of the document right from the verification page itself. 

If you have any questions - we are always happy to help. 

the documents I've sent are of perfect quality and are the original picture . not a screenshot. there is absolutely nothing wrong with what I've submitted. I've proved it to you by email over and over again.

Dear Vessjab,

Unfortunately all the photos uploaded for the identity proof document on the verification page are of poor quality and have small document sizes, contributing to the poor quality.

We ask you to assist us and take a photo of your passport directly on the verification page on our website. We would be grateful for your co-operation.

i have sent the pictures ive submitted in the passed to Natalia, showcasing the quality and size of the documents.

Dear vessjab, could you please confirm that you took the photos directly from the verification page as required by the casino? The quality of the photos you sent me is good when I zoom in, although there might be some compression issues after uploading them to your casino account for verification. Additionally, the size of the photos is indeed small: 159KB or 295KB, while it's typically around 1.7MB to 2.3MB on mobile devices. Could you please try taking a new photo? I recommend placing your passport on a solid surface so you don't have to hold it in your hand, which can prevent unwanted shaking.

no i have not taken the photos directly from the verification page. i took them from the latest iPhone available in the market , with the best camera available with 3 different perfect quality pictures. on top of that I've submitted the pictures via email to them as well to look at it and they keep ignoring those emails with the passport pictures. if its the casinos websites fault that the pictures compress and ruin the quality of the image then it shouldn't fall on the customers shoulders to resolve those issues. especially since i did everything right. lastly , i have no choice but to hold the passport straight with my hand no matter the surface its on because it has to be propped open .

Dear vessjab, could you please proceed as requested by the casino? It seems that the issue may be that you haven't taken photos directly from the verification page. Do you see this option in your casino account? Can you log into your casino account on your latest iPhone and take new photos with a good camera directly from the verification tab?

Thank you!

Dear vessjab,

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.

We’ve reopened this complaint at the request of vessjab. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following message from the player:

i have now did the live submission of my passport directly on the website as requested.

Dear SpinCity Casino, can you please update us once you review the recent photo the player made for verification?

Dear vessjab,

Please upload a selfie with your passport on the verification page.

i've already submitted the selfie with passport, I've done this several times with no visual clutter of any sorts.

i've already submitted my passport next to my face literally couple days ago. I've done it through live verification.

Dear SpinCity Casino, please, can you check if the submitted photographs meet your requirements and if you have reviewed them?

Dear Natalia,

since our last comment, the user has not uploaded anything to the verification page. We ask the user to upload a selfie with passport to the verification page.

Dear vessjab, could you please proceed with updating a selfie with the passport directly on the verification page as requested by the casino?

Dear vessjab,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru

We’ve reopened this complaint at the request of vessjab. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The following message was received from the player:

hello ,

i would like to apologies for the delay. i was away from the country for a little while and couldn't log in from abroad. i have just completed the live selfie submission directly on the website once again. please let me know if there is anything else left to do.

Dear SpinCIty Casino, could you please confirm if the player has submitted a live selfie and a photo of the passport through the verification page? Can you please review them?

Dear Natalia,

We asked the user to upload a selfie with his passport to the verification page, but unfortunately he hasn't uploaded anything yet. 

you are incorrect. i have submitted it and you rejected my submission. i have sent two screenshots with proof. once screenshots dates from the 21st showing i submitted it and the second shows you rejecting it.

did it again and same results once more

Dear vessjab, thank you for the updates. I understand how distressing this situation is for you. Would you please try again and make a screen recording of the whole process for us so that we could make sure that you submit the correct documents and go through the procedure completely as requested by the casino? We highly appreciate your cooperation in this matter. You can send the recording to my email at natalia.b@casino.guru for our internal review.

Dear SpinCity Casino, please specify why the recently uploaded documents were rejected again and what criteria were not met.

i cant screen record it because i scan the QR code from my phone camera and do it on my phone. and i don't have the screen record option on my phone.

Dear vessjab, here you can find instructions on how to make a screen recording: https://support.apple.com/en-us/102653

Alternatively, you can try to download any app that makes a screen recording from the AppStore.

You can send the recording to my email at natalia.b@casino.guru for our internal review.

ok i will try sort this out and record it

Dear vessjab, please let me know once you send an email. Thank you.

Dear vessjab,

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.

i sent you an email with the screen recording

thank you

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

Dear vessjab,

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,

Natalia