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The account verification procedure is getting exhausting, they have been asking me for documents on documents for 3 days to withdraw € 480

I do not know what to do

La procedura per la verifica dell'account sta diventando estenuante, sono 3 giorni che mi chiedono documenti su documenti per prelevare 480 €

Non so più cosa fare

Dear simofcj,

Thank you very much for submitting your complaint and forwarding the screenshot of the communication. 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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that a missing Proof of Address and Bank statement seem to be the only obstacles standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have already sent an identity card, driving license, residence certificate and postepay account statement with IBAN, it still seems not enough, yesterday they asked me for an electricity or water or telephone bill and bank statement

Ho già mandato carta d'identità, patente, certificato di residenza e estratto conto postepay con IBAN, sembra non bastare ancora, ieri mi hanno chiesto una bolletta della luce o acqua o telefono e estratto conto bancario

Have you provided all the requested documents to verify your address, please?

Yes, I provided the documents yesterday, I am awaiting their response

Sì, ho fornito i documenti ieri, sono in attesa di una loro risposta

Perfect. Please keep me informed.

They replied and told me to send the bank statement again with swift and sort code. Also, I don't know why, they took € 4 off my gambling account

Mi hanno risposto dicendomi di mandare un'altra volta l'estratto conto con swift e sort code. Inoltre, non so perché, mi hanno tolto 4€ dal conto gioco

Have you provided the bank statement with all the details being clearly visible, please?

Not yet, I keep you informed

Non ancora, vi tengo informati

Hello simofcj,

Have there been any developments since our last conversation?

Hello,

Not yet, I'm sending what they asked for

Ciao,

Non ancora, sto provvedendo ad inviare quanto mi hanno chiesto

You have been asked to provide any additional documents, is that correct?

They insist on asking me for the sort code, in Italy we don't have it. I have already sent them my bank statement with IBAN and BIC (the equivalent of the swift code). They have everything it takes to verify my account and get me paid

Insistono nel chiedermi il sort code, in italia non ce l'abbiamo. Ho già mandato loro il mio estratto conto con IBAN e BIC (l'equivalente dello swift code). Hanno tutto quello che serve per verificare il mio conto e farmi prelevare

Thank you very much, simofcj, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of CobraSpins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

I also told cobraspins that they have everything to verify my account, I am waiting for a response from them. In the meantime, thank you!

Ho detto anche a cobraspins che hanno tutto per verificare il mio account, aspetto una loro risposta. Nel frattempo, ti ringrazio!

Hello simofcj!

From now on, I will take care of your complaint. I would like to invite representatives of CobraSpins Casino into this complaint to help us address the situation.

Ok okay, I've been waiting for a response from them for 2 days

Ok va bene, sono 2 giorni che aspetto una loro risposta

Hello simofcj!

Unfortunately, the casino remains unresponsive up to this day. Without their entry into this discussion, it will be impossible to discuss any possible solution of your issue.

We would like to try to contact CobraSpins 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 will have a negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.