Business tends to slow down in summertime, so people can all take a much-needed breather. However, this doesn’t seem to apply to our Casino Complaints Service team, who are busy as beavers year-round.
Proof? It was mid-July when they helped one of our players recover no less than €250,000!
Read on to learn how the complaint played out in case you encounter a similar issue with a casino.
Stalled Withdrawal and Repeated KYC Checks
Our member airesvitor got in touch with our support department on 10 July, complaining about a stalled withdrawal despite having provided all of the necessary KYC documents.
According to the player, such a situation has never happened before, as he had successfully withdrawn money from HellSpin Casino multiple times. This time, however, was different, and the identity verification process was stalled.
Our support staff jumped in and requested an explanation from HellSpin, to which they replied that big wins require additional proof of identity and, also, that the process was delayed due to the player’s change of address.
HellSpin responded immediately and asked for patience on both ends, justifying the stall with their verification procedures.
A week later, however, the casino requested another extension of the deadline, which was granted. Finally, on 24 July, the KYC check was completed, and HellSpin began paying out in accordance with its own withdrawal limits.
Patience Is a Virtue
Although we strive to process and close all complaints as quickly as possible, sometimes we ask you to be patient and wait a bit before the case is resolved. This particular complaint took two weeks to resolve, but when it was finally cleared, it was to the satisfaction of all parties.
We thank airesvitor for placing his trust in us, and hope all our members follow in his footsteps and submit a complaint to us whenever they hit a wall with an online casino.
