SpinWinKing Casino - La verificación de la cuenta del jugador está retrasada.

Hello. For the second week now, I've been unable to verify my account due to a technical error that occurs immediately after uploading documents and taking a selfie. I've tried verification on different devices, in different browsers, and with different internet connections, but the error occurs every time. I also contacted the verification center. They told me their system is working correctly, but the problem is on the casino's end, and they can't create a new verification link themselves. The casino's support team informs me daily that my case is under review and specialists are looking for an alternative verification method, but during this time, I haven't received any resolution or specific deadlines. I ask the forum administration to help resolve this situation and contact the casino representatives to find out when the issue will be resolved and how I can complete account verification.

Здравствуйте. Уже вторую неделю я не могу пройти верификацию аккаунта из-за технической ошибки, которая возникает сразу после загрузки документа и прохождения селфи. Я пробовала проходить верификацию с разных устройств, в разных браузерах и с разными интернет-соединениями, однако ошибка возникает каждый раз. Я также обращалась в центр верификации. Мне сообщили, что их система работает корректно, а проблема находится на стороне казино, и самостоятельно они не могут создать новую ссылку для верификации. Служба поддержки казино ежедневно сообщает, что мой случай находится на рассмотрении и специалисты ищут альтернативный способ прохождения проверки, однако за это время никакого решения или конкретных сроков мне предоставлено не было. Прошу администрацию форума помочь в урегулировании данной ситуации и связаться с представителями казино, чтобы выяснить, когда проблема будет решена и каким образом я смогу завершить верификацию аккаунта.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SpinWinKing Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible? Can you log in?
• Would you be able to share a screenshot of the error with me?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

My account is accessible. I played both with and without the bonus. My last deposit was without the bonus. I asked a friend to register and verify the account so I could see if I was the only one experiencing this error or if it was a common problem. He messaged me and sent me a screenshot of the same error.

I am attaching screenshots; I have been sending these kinds of responses to me every day for almost two weeks.

Аккаунт мой в доступе. Я играла и с бонусом и без бонуса. Последний депозит я играла без бонуса. Я попросила знакомого зарегистрироваться т пройти верификацию, чтобы понимать только у меня эта ошибка или это общая проблему. Он мне написал и прислал такой же скрин ошибки.

Прикладываю скрины, такие ответы мне шлю каждый день почти две недели.

This is just some kind of mockery

Просто издевательство какое то

Thanks for your reply.

• Could you please clarify whether you were able to submit documents required for verification in alternative ways since the issue started?
• Which documents were you asked to provide altogether? Were any of them approved?

Please let me know.

Hello. I passed verification by any means necessary. Finally, I processed the withdrawal. I asked in the chat how long I should expect the withdrawal, and they told me they don't know the exact timeframe, but they wouldn't give me an estimate either. Every casino has its own withdrawal policy. Funny, right? I'd ask that you close this complaint only after the withdrawal is successful.

Здравствуйте. Прошла верификацию всеми силами и правдами кое как. В итоге оформила вывод. Спросила в чате сколько ожидать вывод, мне ответили, что они не знают точных сроков, но и примерные не говорят. У каждого казино есть регламент по выводу средств. Смешно, да? Жалобу попрошу закрыть только после успешного вывода средств.

As a result, I have been waiting for the withdrawal for three days, although they wrote up to 24 hours.

В итоге ожидаю вывод третьи сутки, хотя написали до 24 часов.

I waited two days for the withdrawal, it was rejected, and I was asked to use a different payment method. A day later, problems arose again. This casino has constant problems.

Ждала вывод два дня, отклонили, попросили поставить на другой платежный метод. Через сутки опять возникли сложности. Постоянные проблемы в этом казино.

Now for the second day I’ve been waiting for an answer on how to withdraw money.

Теперь я второй день жду ответа каким способом мне вывести деньги.

I'd like to update my complaint. After filing it, the situation not only hasn't resolved itself, but has become even stranger. For several days now, I haven't been able to receive my payout because the casino can't determine which cryptocurrency I should withdraw. During this time, I've been given various reasons for the delay: waiting for a response from the relevant department, the finance department selecting a suitable cryptocurrency, updating withdrawal methods, manually testing the methods, and consolidated request processing. However, I haven't been given any timeframes. Each time I ask, I receive only further explanations of the process, but no answer as to when my withdrawal will be processed.

Хочу дополнить свою жалобу новой информацией. После её подачи ситуация не только не разрешилась, но и стала ещё более странной. Уже несколько дней я не могу получить выплату, потому что казино не может определить, на какую криптовалюту мне оформить вывод. За это время мне называли разные причины задержки: ожидание ответа соответствующего отдела, выбор финансовым отделом подходящей криптовалюты, обновление методов вывода, ручное тестирование методов и консолидированная обработка запроса. При этом никаких сроков мне не сообщают. На каждый мой вопрос я получаю лишь новые объяснения процесса, но не ответ о том, когда мой вывод будет обработан.

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

Dear Senata,

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,

Tomas