Lord of the Spins Casino - Spilleren kæmper for at trække sine gevinster ud på grund af ufærdig KYC-verifikation.

Hi, it all started with a deposit of 50 euros with a disposable virtual card of the VISA circuit of REVOLUT, after a couple of games I lost them, after which I deposited 300 euros again but with a debit card of the VISA circuit of REVOLUT (non-virtual card). After a win of 608 euros I decided to make the withdrawal by bank transfer. The next day they call me to verify the phone number without which I could not have collected. Once the phone number has been verified, they ask me to send all the identity documents including the bank statement. After all the documents they ask me to send the photos of the cards used for the deposit, I send them all except those of the virtual card, and of the latter I only sent the data, being a virtual card I do not have the physical one. A couple of days later they call me and tell me to send the photo of the virtual card, which is not possible since it is a disposable visrtual card. I explained everything to them and a few hours later they ask me to send the account statement of the deposits, but after I send those too they tell me that until they receive the photo of the disposable virtual card they will not proceed with the payment to my bank account. I am really speechless, I have been playing on other sites for years and I have never had such problems. Now I don't really know what I have to do to get the money.

Salve, tutto e inizato con un deposito di 50 euro con una carta virtuale usa e getta del circuito VISA della REVOLUT, dopo un paio di giocate li ho persi, dopo di che ho depositato nuovamente 300 euro ma con carta di debito sempre del circuito VISA della REVOLUT (carta non virtuale). Dopo una vincita di 608 euro decisi di effettuare il prelievo tramite bonifco bancario. Il fiorno dopo mi chiamano per la verifica del numero di telefono senza la quale non avrei potuto prelevare. Verificato l numero di telefono mi chiedono di inviare tutti i documenti d'identita compre l'estratto conto bancario. Dopo tutti i documenti mi chiedono di inviare le foto delle carte usate per il deposito, glieli invio tutte tranne quelle della carta virtuale, e di quest'ultima inviai solo i dati, essendo una carta virtuale non possiedo quella fisica. Un paio di giorni dopo mi chiamano dicendomi di inviare la foto della carta virtuale, cosa non possibile essendo una carta visrtuale usa e getta. Gli spiegai tutto e poche ore dopo mi chiedono di inviare l'estratto conto dei depositi, ma dopo che invio anche quelle mi dicono che finche non ricevono la foto della carta virtuale usa e getta non procedono con versamento sul mio conto bancario. Io sono veramente senza parole, sono anni che gioco su altri siti e non ho mai avuto problemi del genere. Adesso non so veramente cosa devo fare per avere i soldi.

Dear Ddazoum,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, could you please forward your cashier history along with any relevant communication between you and the casino to petronela.k@casino.guru?

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

Dear Ddazoum,

Could you please forward your cashier history?

What is cashier history?

Cos'è la cronologia del cassiere?

Thank you very much, Ddazoum, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks to you, I hope for your feedback.

Sincerely.

Grazie a voi, spero in un vostro riscontro.

Cordiali saluti.

Hello ddazoum,

I looked at your complaint and will do my best to help you. I would like to invite Lord of the Spins Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Thank you for reaching out to us.

We understand that the KYC issue was resolved and the withdrawals was paid to the nominated payment method.

@ddazoum kindly update us if you received the funds.

Regards

Dear ddazoum,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.