JVSpin Casino - Hráč se snaží ověřit svůj účet.

I started playing since September,with account verification and no bonus.I have made 4 deposits totaling 850 euros and 4 withdraws totaling 2500 euros.In my account I have 1700 euro now.I asked to withdraw 700 euro and they asked me for various documents.I sent them all the documents they asked for but they still don"t allow me to make a withdraw.

I think they don"t want pay me because I won.

Hello Sneza77,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with JVSpin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

We started on 29.12.2022,during the verification process they asked me to send the documents from another mail,not from mine.They verified me my Passport and the Neteller e-wallet.They have a problem with the selfie photo where I'm holding my passport and the chat with them is visible.I sent them 10 different photos taken with three different phones,all clear and legible,size over 1 MB as they wanted.

Hello Sneza77,

Please forward the e-mail you sent to the casino and all additional conversation with the casino to nikolas.b@casino.guru.

I sent you my correspondence with the casino.

Thank you Sneza77 for all the information provided so far. I will now forward your complaint to my colleague Veronika (veronika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Sneza77,

I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of JVSpin Casino to join the conversation and participate in the investigation of the case. Could you please explain why are you not satisfied with the player's verification photographs?

Good afternoon

I have checked with support - the documents are being checked.

This is a standard procedure for checking documents and may take some time!

Please wait, you will receive an answer soon!

Dear JVSpin Casino representative, how is the verification going? Any news?

Hello

As I was informed by support - the player has not yet sent some documents - selfies with passport and correspondence with support 

Could you please check once again the photos already provided by the player? We have the email correspondence between the player and the customer support team, and there are several selfies of the player with her passport/ID card and email correspondence. If there is anything wrong with the photographs, please let us know how to make them acceptable for verification purposes.

Hello

I was notified that a response was given to a player

The player has access to the withdrawal

Thenk you very much for your help.JVSpin paid me all the money.

It was a pleasure to help you.

The verification process by the casino may take some time - I'm sorry if that made you uncomfortable.

Best regards

Dear Sneza77,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika, Casino.Guru