Spassino Casino - プレイヤーの確認プロセスが遅延しています。

Hello, I have been playing at this casino for a long time and I like it very much, but at some point I was asked for my passport and statement for identification, I uploaded all the data, but now they do not write me when verification is over and do not tell me about the verification period, they said on email that verification will take an unknown amount of time, which I find suspicious and do not want to pay out my funds.

I ask you to help me to solve this situation and approve my documents.

Dear peremoga,

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.

• Have you provided all the required documents as soon as possible and in the correct format?
• When was the last time you were in contact with casino support?
• Is your account accessible? Can you log in?

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

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

1-of course,you can read at email conversation that they confirmed everything

2-last email message,at monday

3-yes I can

i want to point that there is no timeframe to finish kyc procedure,so it can take like whole lifetime,what is suspicious to me.

i am waiting one week for verification already,i find it suspicious

Thanks for the explanation.

Have you cashed out any winnings from the casino in the past?

Have you accumulated your winnings with the help of a bonus?

Do I understand correctly that you used cryptocurrency to deposit into the casino? Are you attempting to withdraw using the same payment method?

Please let me know.

I did not cashout any winnings from casino,i did not use any bonus

Yes,i used usdt trc20 deposit.Withdrawals are blocked,they requesting KYC.I sent all documents for KYC and they are not approving it,they have no timeframes of KYC checking,i find it suspicious.

Please make them finish my KYC,second week is over,they did not check it at all

Thank you very much, peremoga, for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear peremoga,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Spassino Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

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 peremoga,

can you please give us an update? Have you received your withdrawals?

Dear peremoga,

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.