LiraSpin Casino - 検証の問題により、プレイヤーのアカウントが遅延しています。

Hi,

I’m reaching out because I’ve been dealing with ongoing account verification issues, and I’m getting quite frustrated. I’ve been trying to get verified for months now.

Most recently, all my documents were verified except for one. They’re still insisting on a salary statement, but as I’ve explained multiple times to them, I work as a home carer and receive Carer’s Allowance, not a regular salary. I’ve provided them with my Carer’s Allowance, even through email, yet they continue to insist on a salary statement that I am unable to provide.

To make matters worse, since my win, I haven’t received a single payment from them. It’s been really disappointing, and I’m not sure how to move forward at this point.

Dear soulsister,

Thank you very much for submitting your complaint.

I'm sorry to hear about the difficulties you've been experiencing. In order to better understand your situation and address your concerns effectively, could you please provide some additional details?

• Have you received any feedback or reasons from the casino regarding the rejection of your Carer’s Allowance as a valid form of income? Please forward me all the communication between you and the casino regarding the problems with verifying this document at veronika.f@casino.guru.
• Has the casino listed any alternative documents that would be accepted as a source of funds?

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,

Veronika

Hi,

I’ve sent the email transcripts to the address you provided.

I previously reached out to their support team, and they told me that my Carer’s Allowance isn’t considered proof of funds and that I need to provide a salary statement.

They also gave me a list of other documents I can send, but the problem is, I don’t have any of those documents. You can also see the list of those documents in the email transcripts I sent you.

Thank you for your email. Could you please specify how many deposits you made into this casino?

Have long have you been playing at LiraSpin, and how much money have you deposited there?

Hi,

I made a total of 4 deposits, amounting to 850 euros. My first deposit was on January 28th, and my last one was on January 30th. I only had a win on the last deposit.

Thank you very much, soulsister, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.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.

Hello, soulsister,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear LiraSpin Casino Team,

Could you please explain the player's situation in more detail?

What needs to be done on the user's side to pass the KYC and/or withdraw her winnings? Can you provide us with a suggestion on how she can prove her income or verify her source of funds, and provide her with instructions on how to proceed with the KYC? Why was her Carer’s Allowance not accepted?

Thank you.