HellSpin Casino - プレイヤーは出金手続きの遅延に直面しています。

I'm trying to make a withdrawal, and they are asking for verification. I send all the documents, and each time they tell me something different is missing. I've gone through the process more than five times, and it's always the same. I don't know what else to do.

Προσπαθώ να κάνω ανάληψη και μου ζητάει ταυτοποίηση. Στέλνω όλα τα έγγραφα και κάθε φορά μου λένε ότι λείπει κάτι διαφορετικό. Έχω κάνει την διαδικασία πάνω από 5 φορές και συνέχεια το ίδιο. Δεν ξέρω τι άλλο να κάνω.

Dear billykwn81,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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, 

Dominika

Dear billykwn81,

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.