Spin Samurai Casino - El jugador tiene dificultades para completar la verificación de la cuenta.

Good morning, I would like to make a complaint because the spin casino game does not approve my documents.

Bom dia gostaria de fazer uma reclamação por o jogo spin cassino não aprova meus documentos por hoje em dia são tudo digitalizado os documentos gostaria de uma resposta obrigado

Dear valdemirocha543,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

I already left it two days and nothing fell into the account and I only have a scanned document

Já deixei dois dias e não caiu nada na conta e eu só tenho documento digitalizado

If you submitted your verification request only a few days ago, please allow for a few more business days for the casino to review your personal documents and verify your account. This is a meticulous process, and as long as you have provided all the required documents in the proper format, there should be no issue with verifying your account. To ensure a reasonable timeframe, I will set a timer for an additional seven days. I kindly request that you keep me informed of any updates or developments during this period.

Hello valdemirocha543,

We apologize for answering in English.

After checking your account, we noticed that you had uploaded the proof of identity without its expiration date.

Please upload a valid document that has a relevant expiry date.

Additionally, please note that we cannot accept the scanned documents.

As mentioned in the email by our relevant team, we would need the documents to be in the relevant format. 

Check this link to see what type of documentation we get and what is the preferable format: https://www.spinsamurai.com/pt-br/profile/documents

If you need any extra help, you may contact us via Live Chat or this email address: support@spinsamurai.com

Best regards, Spin Samurai Casino

Thank you very much, Spin Samurai Casino team, for your assistance.

Dear valdemirocha543,

Please follow the casino's instructions and keep me informed about any further developments.

Dear valdemirocha543,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.