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Good evening,

After several days of communication with the casino, they refuse to deposit my money because they claim the identification I provided is not valid. In Greece, my ID is fully valid and there is absolutely no reason to renew it. When they take our money, they don't require any verification and suddenly when a withdrawal is requested they have an issue? This behavior is unacceptable and I want to report it.

Καλησπέρα σας,

Έπειτα από επικοινωνία αρκετών ημερών με το καζίνο δεν δέχονται να μου καταθέσουν τα χρήματα μου διότι η ταυτότητα που τους παρέθεσα δεν είναι έγκυρη. Στην Ελλάδα η ταυτότητα μου είναι κανονικά σε ισχύ και δεν υπάρχει κανένας απολύτως λόγος να την ανανεώσω. Όταν παίρνουν τα χρήματα μας δεν ζητούν κανένα στοιχείο επικύρωσης και ξαφνικά όταν ζητείται ανάληψη έχουν πρόβλημα; Αυτή η συμπεριφορά είναι απαράδεκτη και θέλω να την καταγγείλω.

Dear pgian,

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.

Do I understand correctly that the ID is the only rejected document? Have you provided any other documents to verify your identity and have they all been approved already? Did the casino clearly explain what was wrong with your ID?

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,

Kristina

Thank you very much for your reply, pgian. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear pgian,

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.

Before we proceed with this complaint, could you please clarify why you submitted two complaints from separate email addresses, casino IDs, and names?

https://casino.guru/spinbetter-casino-player-claims-that-payment-has-been

Dear pgian,

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.