Complaint #2
Spinfest Casino
An intentional verification obstacle created by casino
1 year ago
Dear Askgamblers team,
I would like You to turn to Spinfest Casino on my behalf and this is extreme measure because nothing helps.
The case is, that I have registered in Spinfest.com and made a deposit of 91 EUR, on 18.10.2024. During the game sessions I have gone through requested wagering, won money and ordered a first withdrawal of 500 EUR. After withdrawal there are still good money in my balance and I use them sometimes to entertain myself with casino services. I have uploaded all the documents for KYC (1 - my ID boths sides, 2 - a selfie with ID in hand with the background of loaded Spinfest Casino website, 3 - Skrill transactios review for last 6 months where my deposit is visible, 4 - electricity bill where my physical address is visible) and all of them were accepted. However, a new KYC request appeared at my account with only one word "Additional". Nobody from online chat support can explain what additional document is required. I have tried much more than 5 times with different approaches but everybody says that they will forward my request as a matter of urgency to relevant department and I will receive an email very soon. However, nothing happens. Email from their support has never been received at my end.
I have decided to send and email to their support with an attachment (see screenshot attached to this complaint) but have never received a reply from them. Taking into account one already existing complaint on this casino, my opinion is that the policy of the casino is to refrain from payouts to its customers as long as possible. I even think that they see that I am active in the website hoping I will play off (lose) all my balance.
Furthermore, I've looked carefully through their T&C - it foresee the possibility to block any account if the KYC was not done in 30 days after it was requested. I am almost sure they are making intentional obstacles for me in KYC verification, knowing if I will pass it I will request a payout. And I am almost sure they will keep this unclear situation, denying any document I upload as "additional" until 30 days are passed and then just block my account with all the balance in it. If so will happen, it will be a scam and fraud. This is very ridiculous when nobody from chat support can say what additional document is required - they can easily communicate between casino stuff. I have a lot of chat transcripts that I can also upload if necessary. Please, see the screenshot and understand my issue.
Kind regards!!
I would like You to turn to Spinfest Casino on my behalf and this is extreme measure because nothing helps.
The case is, that I have registered in Spinfest.com and made a deposit of 91 EUR, on 18.10.2024. During the game sessions I have gone through requested wagering, won money and ordered a first withdrawal of 500 EUR. After withdrawal there are still good money in my balance and I use them sometimes to entertain myself with casino services. I have uploaded all the documents for KYC (1 - my ID boths sides, 2 - a selfie with ID in hand with the background of loaded Spinfest Casino website, 3 - Skrill transactios review for last 6 months where my deposit is visible, 4 - electricity bill where my physical address is visible) and all of them were accepted. However, a new KYC request appeared at my account with only one word "Additional". Nobody from online chat support can explain what additional document is required. I have tried much more than 5 times with different approaches but everybody says that they will forward my request as a matter of urgency to relevant department and I will receive an email very soon. However, nothing happens. Email from their support has never been received at my end.
I have decided to send and email to their support with an attachment (see screenshot attached to this complaint) but have never received a reply from them. Taking into account one already existing complaint on this casino, my opinion is that the policy of the casino is to refrain from payouts to its customers as long as possible. I even think that they see that I am active in the website hoping I will play off (lose) all my balance.
Furthermore, I've looked carefully through their T&C - it foresee the possibility to block any account if the KYC was not done in 30 days after it was requested. I am almost sure they are making intentional obstacles for me in KYC verification, knowing if I will pass it I will request a payout. And I am almost sure they will keep this unclear situation, denying any document I upload as "additional" until 30 days are passed and then just block my account with all the balance in it. If so will happen, it will be a scam and fraud. This is very ridiculous when nobody from chat support can say what additional document is required - they can easily communicate between casino stuff. I have a lot of chat transcripts that I can also upload if necessary. Please, see the screenshot and understand my issue.
Kind regards!!
Screenshot
