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Spinit Casino - Verification Team purposely being difficult

RESOLVED
Complaint Info
Disputed casino Spinit Casino
Reason Verification issues
Amount £ 229
Posted on June 15, 2020

On the 27th May 2020 I made two withdrawals to Paypal (a method I had used on the site for over a year) for £52 and £229.
The £52 was processed successfully however for some reason I was then asked to submit verification documents for the £229 withdrawal.
As I used Paypal for all recent deposits I sent the required screenshot and all was accepted including ID and address document.
Then for some unknown reason the verification team have requested that I send in a photo of an old card that was last used on the account 21 March 2019, one year ago!
I explained that this was an old card that I no longer use and just kept receiving an automated reply saying I was missing a document.
I then found old images of the card from a previous verification that I sent through but this was rejected as it only showed the first 4 digits and not the first 6, even though it clearly shows the same account number and sort code of my current card!
I went onto live chat to explain the situation and was told that I can go to the bank and get a document showing the card number and my name. So off I went to the bank and got an officially stamped document showing the card number along with my name, account number and sort code. Needless to say this was also rejected for some unknown reason. Growing ever more frustrated I went back on to chat and this time was told that a statement from the time the card was used showing my name and account details would be enough. I downloaded the relevant statement from a year ago and sent the whole thing showing numerous deposits the the card to Genesis Global. Now I have just received another email to say that this has now been rejected!
I honestly do not known what to do as I have supplied every single document they require and they are being extremely difficult in the hope I will give up and they keep the money.
I have go so fed up with the whole situation that I have self excluded the account and have £229 sat in the that Spint are refusing to send.
Attached are all relevant docs including the rejected card, bank document and statement and also a screenshot from the live chat showing that they said a bank statement would be enough.
Many Thanks

AskGamblers
Posted on June 21, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on June 22, 2020

So now over a week since I have sent my bank statement and still absolutely 0 response apart from what I had to chase on live chat. Live chat have confirmed it had been receive but apparently 72 hours for verification does not apply as this is not a normal release??????

AskGamblers
Posted on July 13, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on July 14, 2020

On 30th June I was informed by live chat agent my account is fully verified. However for some unknown reason even though I requested a PayPal withdrawal they cannot process that as their system will not let them. On track with being ridiculously difficult they requested an IBAN number and swift code to transfer to my bank. This was given on the 30th also and so now I've been waiting 2 more weeks and still nothing. I've now submitted an IBAS complaint and have contacted UK gambling commission as I fully believe with all the complaints Genesis global should not be operating at all.

Posted on July 14, 2020

Screenshot to show confirmation of account being verified

AskGamblers
Posted on July 14, 2020

Dear @Mattlipski85,

Please confirm if you have submitted a complaint in front of the official Regulatory/ADR body. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Thank you for your cooperation.

Posted on July 15, 2020

I wrote an email enquiriying what can be done. As yet this is still unresolved and I have yet to receive the £229.

AskGamblers
Posted on August 12, 2020

Dear all,

This complaint has been reopened as per Spinit Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on August 12, 2020

Hello MATTLIPSKI85,

thank you for your patience.

Please note that we checked your account and we can see that you have been manually refunded of the remaining funds in your account.

We can see that the refund has been processed on the 27th of July 2020, after providing all the info requested to process your request.

If you still have any issues with this, please do not hesitate to contact us and we will be more than happy to assist you.

Regards,
Spinit Team

AskGamblers
Posted on August 12, 2020

Dear @Mattlipski85,

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.

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