SpinCity Casino - プレイヤーのアカウントは解決されずに閉鎖されました。

I had an account at this casino,

I won some money and proceeded to withdraw it.

In like with AML / KYC they requested confirmation of my identity and payment information which I provided.

I also provided them with a birth certificate detailing a name change that I had (by deed poll) as my banking uses my new identity and the last name does not match that of my PhotoID.

I provided all this information and the casino then blocked my account under the rule:

"2.1.10. in relation to deposits and withdrawals of funds into and from your Member Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you."

I explained the situation to customer care, and they said to provide proof of this via email which I did.

This email was sent on the 8th of May NZST and was acknowledged by the casino as received. They then said it would be passed on to the "relevant department" for review.

I have requested an update through customer care several times and the only response I get back is

"Earlier we passed the request to the appropriate department to double-check your case. At the moment your problem is under review. We will try to review your issue as soon as possible. Once the reply from the appropriate department is ready, you will be notified via email."

My complaint is that it should not be taking this long to review one document and if there was more information required, surely I would have heard by now. I have asked for my issue to be escalated, I get the same response. It appears that the casino does not want to deal with my issue.

Dear dk1nz,

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. 

• Could you please specify if you changed your name before creating an account in the casino? So the account was created with your new name, but the payment method you used contained some outdated information?
• What specific information did you provide to confirm your identity and payment details?
• Can you clarify the date on which you submitted your initial request for withdrawal and when your account got blocked?
• Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Natalia

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.

Dear dk1nz,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru