HitNSpin Casino - Ο παίκτης αντιμετωπίζει ασυνήθιστες απαιτήσεις επαλήθευσης για την ανάληψη των κερδών.

Dear LEXY99,

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.

Do I understand correctly that the selfie is the last missing document? Have the rest of your documents been approved?

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

Dear LEXY99,

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.

Thank you for your comment.

This high-quality selfie with 2 IDs in hand is the only document that will not be recognized.

However, all documents that really clearly demonstrate my identity have been recognized.

After I have successfully verified my passport, the selfie should be taken with my ID card (I don't have one) and credit card (that would also be ratified).

It would be interesting to show an example or sample of what this should really look like.

I support strict verification criteria, but that seems like harassment to me!

The selfie is always rejected.

What should I do?

After careful research, my stake was 30 euros.

It's a shame that you should actually have fun playing regardless of whether you win or lose.

Maybe you can help me.

Thank you for your efforts in advance!

Kind regards

Danke für Ihre Stellungnahme.

Dieses hochwertige Selfie mit 2 Ausweisen in der Hand wird als einziges Dokument nicht anerkannt.

Es sind aber sämtliche Dokumente anerkannt worden, die wirklich einwandfrei meine Identität darlegen.

Nach dem ich auch meinen Reisepass erfolgreich verifiziert habe, soll das Selfie mit Personalausweis (habe keinen) und Kreditkarte(auch die würde ratifiziert) gemacht werden.

Es wäre interessant, ein Beispiel bzw. Muster zu zeigen, wie das wirklich ausschauen soll.

Ich befürworte strenge Verifizierungskriterien, aber das erscheint mir als Schikane!

Das Selfie wird immer abgelehnt.

Was soll ich machen?

Mein Einsatz war nach genauer Recherche 30 Euro.

Schade ist, dass man unabhängig von Gewinn oder Verlust eigentlich Spass beim Spielen haben sollte.

Vielleicht können Sie mir helfen.

Ich danke für die Bemühungen im voraus!

Mfg

Thank you very much for your reply, LEXY99. 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.

Dear LEXY99,

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.