Complaint #2 LionSpin Casino

Verification problems over 8 days

By Otto J.

2 years ago

I have problem with the verification. First I provided them proof of payment, proof of residence and Id with drivers license. All approved. Then when i made withdrawal they asked selfie with the driver license and picture of my passport also. Provided both. Then they said they need picture of me holding a number on left hand and passport on right hand and both hands fully visible. I had problems taking the picture with hands visible and passports info clearly visible also. I think 5th picture was ok. After that they wanted same picture but i have to switch hands. I provided this also and this was yesterday. Its been now 8 days and still havent gotten my account verified. Account is also disabled while verification is in progress but that i dont actually mind that much. I attached the emails i got. Always want something more.

Disputed Casino LionSpin Casino

Reason Verification issues

Amount €900

Discussion

AskGamblers

• Support Team

2 years ago

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.

Ottoju

• Finland • 2 reviews

2 years ago

Problem solved

AskGamblers

• Support Team

2 years ago

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.

LionSpin Casino

• Representative

2 years ago

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

LionSpin Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $1,268

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

LionSpin Casino Complaints

See all complaints for this casino

Account validation takes an extremely long time

I made a withdrawal of $900 on October 2. Since then, I have sent my passport, a passport selfie, my proof of residence and my proof of payment. My withdrawal was canceled for further verification.
They've been asking me for photos and even a ridiculous video. Then he asks me for my taxes, my proof that my cell phone belongs to me as well as a pay stub from my work. I'm still waiting for news about my verification for 2 weeks. I sent everything they asked me… I sent everything they asked me.

Resolved

$900

Additional verification delaying withdrawal for 10 days

Dear AskGamblers Team,

My story short is the following. I've had a fully verified account at Lionspin, was able to withdraw without any issue. I've got a bigger win, and wanted to withdraw €2000, and that's where the problems started.

On the 10th June, I initiated a withdrawal of €2000, on the next day, I've got a mail from Lionspin, asking for another proof of identity, and a picture of me holding the document and a piece of paper with the date and the casino's name. I've sent both. On the 12th of June, got another mail, asking for a video with different things to do in, sent that one too. I've got no answer until the 17th of June, when I've received another mail, now asking for proof of my phone nr. ownership, 2023 tax return proof and my 2024 paylip. I've sent those too, however this was the point when I've got the feeling that they are massively delaying payment, as well as asking for these sensitive data raised huge concerns in me, no casino ever asked for these. I've got no answer since. I was talking with customer support multiple times, but they could not tell anything else then "The department is overloaded".

I'd like Lionspin to close the additional verification process as that clearly has nothing to do with KYC anymore, and process my withdrawal as soon as possible.

Thanks in advance,

Gyula

Resolved

€2,000

Account validation is already taking an awfully long time

Problems with this casino, as I see someone has had a similar problem before. namely, I found this casino through Askgambler, and the positive comments here seemed to be fast payouts and fast kyc, but that's not the case.

I thought before making the payment, I would send my documents via the website to avoid problems later, and the answer came quite quickly, the account is fully verified, so I decided to make a payment and I won, I made a withdrawal that was canceled 2 days later, and then they asked for a picture of the document if I hold it in front of my face.

Ok, I sent and made the payment again and it was also canceled 2 days later, now they asked for a video where I show my document and my surroundings and wave my hand in front of my face that I'm still real, now I'm waiting for this answer for the third day and complete silence, the conversation keeps saying that diligent workers are working on it.

I've been waiting for a week now and I still haven't received my prize! already makes me angry, is it okay that a casino can fool its customers like this?

Resolved

€1,000