Spin Million Casino - Hráč má potíže s dokončením ověření účtu.

the casino behaves incorrectly, from the first withdrawal, they asked me for other documents even if mine had already been approved, after sending them all they still canceled the withdrawal, when they cancel it I restart, one more day goes by and I am rejected again without any explanation, I restart it again a day passes and I am asked for the bank account statement, in the meantime from the daily access I am credited with 20 euro bonus which to be unlocked you have to make the turns, my withdrawal that is blocked is inserted together with this bonus money and I am told by the support that the casino is only one and that all money must be turned over up to a thousand euros, the casino provides 24 hours of inactivity for the documents before the withdrawal is rejected in in this case as I had a 20 euro bonus the casino canceled me on purpose in 24 hours without giving me any explanation.

the support treated me badly and forced me to replay my winnings like every time I had money to withdraw!

il casinó si comporta in modo scorretto, dal primo prelievo, mi hanno chiesto altri documenti anche se i miei erano già stati approvati, dopo averli mandati tutti mi hanno comunque cancellato il prelievo, nel momento in cui lo cancellano lo riavvio, passa ancora un giorno e mi viene respinto di nuovo senza nessuna spiegazione, lo riavvio passa ancora un giorno e mi viene chiesto L estratto conto bancario, nel frattempo dal accesso giornaliero mi vengono accreditati 20 euro bonus che per essere sbloccati bisogna fare i riggiri, il mio prelievo che viene bloccato viene inserito insieme a questi soldi bonus e mi viene detto dal supporto che il casinó è solo uno è che tutti e soldi devo essere riggirati fino a mille euro, il casinó prevede 24 ore di inattività per i documenti prima che il prelievo venga respinto in questo caso in quanto avevo 20 euro di bonus il casinó me L ha annullato apposta in 24 ore senza darmi nessuna spiegazione.

il supporto mi ha trattato male e mi ha obbligato a rigiocare la mia vincita come ogni volta che avevo dei soldi da prelevare!

Dear Luca,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

Do I understand correctly that you have played and lost your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, the problem is not the verification of my documents that I understand and that's fine, the main problem is: the game account is mixed together with the bonus balance so if you have any amount in your balance it is also mixed with 10 euro bonus that you receive data from any activity, so to get your real money back you have to replay those 10 euros from 30 to 100 times,

second problem is the fact that the documents that were requested from me were all already loaded, they canceled the payment right when I received 20 euro bonus (unlockable after 1000 euro of turnover) thus forcing me to have to play my previously withdrawn winnings .

Buongiorno, il problema non è la verifica dei miei documenti che comprendo e mi và benissimo, il problema principale è: il conto gioco viene mischiato insieme a saldo bonus quindi se hai nel tuo saldo qualsiasi cifra viene mischiata anche con 10 euro bonus che ti vengono dati da qualsiasi attività, quindi per riavere i tuoi soldi reali disponibili devi rigiocare quei 10 euro dalle 30 alle 100 volte,

secondo problema è il fatto che i documenti che mi erano stati rischiesti erano già tutti caricati, hanno annullato il pagamento proprio nel istante in cui ho ricevuto 20 euro bonus( sbloccabili dopo 1000 euro di riggiro) obbligandomi così a dover giocare la mia vincita precedentemente ritirata.

All the required documents had already been sent, when they had the opportunity to mix my withdrawable balance with the bonus balance they did it immediately (we are talking about a window of 20/30 minutes maximum) after canceling my withdrawal I received an email saying that I hadn't uploaded my bank statement! That had never been asked of me before.

Tutti i documenti richiesti erano già stati inviati, nel momento in cui hanno avuto L occasione di mischiare il mio saldo prelevabile con il saldo bonus lo hanno fatto immediatamente ( si parla di una finestra di 20/30 minuti massimo) dopo aver cancellato il mio prelievo mi è stata recapitata una mail con scritto che non avevo caricato il mio estratto conto bancario! Che non mi era mai stato richiesto prima.

I'm not complaining about the verification process, I'm complaining about the incorrectness of the casino.

Non mi sto lamentando del processo di verifica, mi sto lamentando della scorrettezza del casinó.

Thank you very much, Luca, for the clarification. Do I understand correctly that it is your very first withdrawal attempt in this casino and your initial winnings were accumulated without any active bonus?

Exactly, it was my first withdrawal and my winnings were accumulated with no bonus.

Today the casino, after various discussions via e-mail, returned the amount in question to me.

thank you very much for your assistance.

Esattamente, era il mio primo prelievo e le mie vincite erano state accumulate senza bonus.

Oggi il casinó, dopo varie discussione via mail, mi ha restituito la cifra in questione.

grazie mille per la vostra assistenza.

Thank you very much, Luca, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Yes, you can safely close the casino, the amount has returned to me. Thank you

Si puoi chiudere tranquillamente il casinó mi ha tornato L importo. Vi ringrazio

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Luca, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru