SpinGenie Casino - Игроку не удается завершить проверку аккаунта.

I have tried to withdraw my winnings for over a week now and sent my id and bank card and still no one has got back to me, the live chat is crap and can’t speak to anyone, does anyone know if I’ll get the money or not?

Dear Mikeyt198888,

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise when exactly you sent the last document? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I sent my docs over last Friday and nothing has been said, I’ve sent them a few times, had no emails or anything off them!

i keep getting this when I’ve already sent them

I’ve got £800 pending and £198 sat in the account which I can’t withdraw

Thank you kristina

Thank you very much for your reply, Mikeyt198888. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Mikeyt198888,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.