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

Hello,

The casino has been giving me the runaround for weeks now, even after I've submitted the requested documents.

These documents are in the correct format and contain such private information that I was initially against sending them in the first place.

If the documents were supposedly incorrect, I would receive a response within 48 hours. Now, it's already been over 3 weeks (and the documents are rock solid).

This casino has also already paid out to me in the past, which leads me to believe that this is happening because I've won.

For reasons of fairness, I am asking that my account be fully verified through this channel and that my funds be released.

Hallo,

das Casino hält mich seit Wochen hin, nachdem ich die angeforderten Dokumente eingereicht habe.

Diese sind im richtigen Format und beinhalten so private Informationen, dass ich eigentlich dagegen war, diese mit zu schicken.

Sobald die Dokumente angeblich falsch sind, bekomme ich innerhalb 48h eine Antwort. Jetzt dauert es bereist über 3 Wochen (die Dokumente sind hieb- und stichfest)

Auch hat dieses Casino bereits in der Vergangenheit an mich ausgezahlt, weshalb ich das Verhalten nur so wetten kann, dass das passiert ist, weil ich gewonnen habe.

Aus Gründen der Fairness, bitte ich darum über diese Stelle mien Konto voll verifiziert und damit mein Geld zu bekommen.

Dear Sayhan,

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 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?

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

No,

I was not informed of any problem.

As I said, I was already verified and withdrawals have been made.

Now that I've won, the casino just put me off and my KYC is not processed.

At the sister site Evobet, the same group (Campeon), on the other hand...

Please help me in this matter.

Nein,

ich wurde über kein Problem informiert.

Wie gesagt, ich war bereits verifiziert und es sind Auszahlungen getätigt worden.

Jetzt, wo ich gewonnen habe, werde ich vom Casino nur noch vertröstet und meine KYC nicht bearbeitet.

Bei der Schwesterseite Evobet, SELBE Gruppe (Campeon) hingegen schon...

Bitte helfen sie mir in der Sache.

Hello?

Hallo?

Thank you very much, Sayhan, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Sayhan,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Treasure Spins Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received all the necessary documents for the KYC verification? At which stage it is now?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Sayhan,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@curacao-egaming.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia