LionSpin Casino - Verification problems over 8 days

Dear OTTOJU,

We understand your frustration, however, please note that the verification process is ongoing and additional documents were requested by the Verification Department 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 note that the additional documents are currently being reviewed by the Verification Department and this procedure is being done solely for security purposes, in compliance with KYC policies and money laundering prevention measures.

Once the Verification process is done, we will immediately notify you via email.

We appreciate your patience and understanding throughout this process!

Regards,
LionSpin Team

I understand kyc process. But what is the relevancy of seeing my hands at the same time? How are hands connected to my passport and important to my indentification. What if you ask next time picture with selfie, passport and toes visible? Its not relevant in my opinion and doesnt have anything to do with security. Also why this process is this long? It has been again over 24h from my last picture and you answer here before you process my documents. Something is not right. Respectfully finish the kyc and let me withdraw my money. Thanks

Dear OTTOJU,

Please note that from our side we are striving to improve our services and provide as good service as possible.

Our team understands how frustrating waiting can be but as we have previously mentioned, our Verification Department strictly adheres to our Terms & Conditions. Also, please note that depending on the workload of the Verification Department, the verification of documents may take a little longer. Kindly note that we do not intend to delay payments in any way and we are doing our best to speed up the whole process.

At this moment, additional documents are being reviewed by the Verification Department and as soon as the Verification process is done, we will notify you via email.

Thank you for your understanding and patience. We really appreciate that!

Best regards,
LionSpin Team

Hello,

The verification still continues. Latest ask as attachment. Problem is still unresolved. Its been again over 24h when i sent the video they asked.
Earlier photos were unique but useless.
Finish kyc this week, please or ask all the information you want at once so this process doesnt take this much time. I have done my part.

Dear OTTOJU,

Please note that when the Verification Department requested to provide a unique photo, you stated that you were missing one hand due to a disability. However, later you provided a unique photo with both hands, which raised suspicion and the additional documents were required by the Verification Department for security purposes.

For now we are glad to inform you that the verification process of your account has been successfully completed and the account has been reopened!

Moving forward, let us inform you that your withdrawal request will be approved as soon as possible.

Thank you for your patience!

Best regards,
LionSpin Team

Dear OTTOJU and AskGamblers,

We are glad to inform you that the withdrawal request has been successfully processed and approved.

We appreciate your patience and understanding throughout this process!

If you have any additional questions, feel free to contact any time.
We are glad to help you!

Regards,
LionSpin Team

Dear @Ottoju,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Problem solved

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.