Dear SOPHMIKE,
We would like to extend our sincere apologies for any inconvenience or frustration this situation may have caused you. At LionSpin, we are committed to continuously improving our services to ensure the best possible experience for our customers.
Let us inform you that the additional documents were requested by the Verification Department only for security purposes and in accordance with our Terms and Conditions, specifically clause 5.1.
"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon LionSpin Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address."
Kindly be informed that the AML Department requested these documents in line with KYC policies and anti-money laundering regulations.
We assure you that the extended review process, which has been prolonged by two weeks, is intended to ensure the safety and security of both parties. Please understand that our goal is to process winnings as swiftly as possible, and we have no intention of causing unnecessary delays.
Once the verification is complete, we will notify you via email.
We greatly appreciate your understanding and patience throughout this process.
Best regards,
Lionspin Casino Team
